HP OfficeJet Pro 8730 All-In-One Printer scanner does not work w Mac OS Sonoma 14.0

[Carol206]

MacOS Sonoma 14.0 and my HP OfficeJet Pro 8730 All-In-One Printer scanner were working fine.  Then the HP automatically downloaded and installed an update and now all I get is an error when I try to use the scanner.

Why did HP break this?

When will HP fix this?

I am working on a project and cannot get paid until I complete the work and I cannot complete the work until HP fixes my scanner.  Help !!!!!!

[sandytechy20]

@Carol206

Welcome to the HP support community.

I understand that you are getting scanner error, I am glad to assist you.

Follow the steps mentioned in this HP document to fix the issue:- Click here

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

[suzanneshaps]

This answer doesn't solve the reverse issue.  I have seen my query in multiple places but no one from HP is responding.

I can initiate scans from HP Smart, but cannot initiate scans from the HP8730, either from the ADF or flatbed.  When I try, I see the error message in the attached photo. 

This change happened sometime between 10/2 and 10/11 when I was away.  It was suggested elsewhere on this site that this is likely due to a firmware update in the printer, but no one seems to be able to tell me how to revert to the prior one. 

My MacBook Air (M2) is running Ventura 13.5.2 

I spent a lot of time with the automated bot chat, but it was time wasted, and there was no way, after going through all that, to connect with an actual human.

Manually scanning from HP Smart is not an workable option.  Can anyone help?  Is there a way to revert the printer to the prior firmware version?  Are we waiting for the next update to fix this?  Do we have to trash our all-in-ones? 

[Carol206]

I received an email from an HP employee and provided detail information.  I know for a fact that the problem did not happen due to the recent update of my MacOS to Sonoma 14.0 because I was scanning photos using the System Settings, Printers & Scanners Scan app from Apple that comes with the OS.  I was interupted in the middle of scanning and saw my HP Printer applying an update automatically.  I do not know if the update was a software or firmware update but to me, they both come from HP so if there is a difference, as a customer, to me, it's all the same.  I do not know what the difference would be between the two.

It is my understanding that HP has a support person assigned to this.  I have no idea whether or when they will fix this.  In the mean time, I have learned how, through trial and error, how to use the HP Smart app in a way that is closer to what I was able to do with the MacOS Scan app.

Since I am scanning photos, I figured out that I could select the Photo icon instead of the default Document on the HP Smart Scan app.  Then I figured out that I could select the Page Size and Resolution from the drop down at the top of the first window displayed.  Finally, I figured out that I could manually adjust the retangle box displayed so that it ends up matching the photos I am converting into digital form.

The HP Smart Scan app does not perform as well as the MacOS Scan app when scanning a full page document.  It simply takes longer and I do not know why.  Using the features I mention above to scan photos though, the scan performs a bit faster because it does not scan the entire document area on the glass but instead only scans where the photo is located so this is faster.

When the result screen is displayed, I have to select the Full icon at the bottom of the page because the Auto never boxes the photo correctly.  Then I only have to manually drag up the bottom blue box line to the bottom of the photo before I can save it to my computer in the file type I want.

When I have the bottom of the blue box moved up where the bottom of the photo is, then I select Next and on the next window most of the time the photo is displayed correctly but sometimes I have to select the Rotate icon in the bottom right of the photo.  Then I select Save and I have to type in the file name each time and select the file type each time since I want to save photos using the HEIF file type that MacOS Photos seems to like.  I copy the whole file name before saving so the next scan I run, I can simply paste in the same file name and increase the number by 1 to avoid duplicate names and replacing a photo I already scanned.

Please forgive all of this detail.  I hope it makes sense.  I am not a computer person and struggle with the complexity of all of this stuff.

I asked the HP support person to fix the HP software or firmware so that I could use the MacOS Scan app like I used to.

I also asked the HP support person to enhance the HP Smart Scan software so that the Scan Settings that display on the first window from the drop down will allow me to select and save the default file type I would like to use.  That would save me one manual step in this process.

I also asked the HP support person to enhance the HP Smart Scan software to remember the last file name I used from the last photo I saved so I can simply change the number on the name.  That would save me from having to remember to copy and paste the name to save each time.

Finally, I informed the HP support person that the MacOS Scan App on my computer would box the photo correctly 9 times out of 10 so that I did not have to manually fix the box that was going to be saved into the file I was going to save.  I asked this person that if the HP Smart Scan App could get smarter so that the default Auto feature would automatically box the scanned photo or document correctly, then I would not have to select the Document icon to max the box to the entire page or photo size and then have to manually move the bottom line up for photos or the bottom and one side line to the image area I want to save.

I am limping along getting the work done I need to get done but I am not as productive as I used to be.  I do not mind HP updating their software or firmware but I do mind them breaking the MacOS Scan app so that it will not work and is not an option I can choose to use.  I wish these computer companies like HP and Apple would all work together to make sure everything works together but the all seem to get arrogant sometimes and try to get their customers using their software only.  Personally, I would prefer to have the freedom and choice to use the MacOS Scan App or the HP Smart Scan app, depending on which one performs better and which one is easier to use.  I guess I was spoiled having that choice in the past. 

Hopefully the HP support person will fix the HP software or firmware and push out an update that will fix the primary problem.  If it happens to include the enhancement and improvements to the HP Smart Scan software too, so much the better.  I hope this reply helps.  I have not been given an ETA from the HP support person as to whether or when this will be fixed.  Just like in the military, hurry up and wait and remember, we are all mushrooms out here in this dark room.  You know the rest...

[Carol206]

I still get 

Scanner reported an error

after I Reset the printer using the instructions on the link you provided.  Another HP employee messaged me that HP is working to fix this problem.  I am hopeful that a new software or firmware update will be pushed out to my printer/scanner/fax and fix this problem that HP created.  I have been using the MacOS System Settings Printers and Scanners Scan app for years because it performs well, is accurate and simple and easy to use.  I am limping along using the HP Smart Scan app because it does not perform scans as fast and because it makes me have to take some manual steps.  I documented all of this for the HP employee who direct messaged me.  I am hopeful that as a customer of both Apple and HP that HP will reach out to Apple if they need to so they can fix whatever their HP software or firmware update broke and I am also hopeful that HP might enhance their HP Smart Scan app to perform better and be faster and easier to use without so many manual steps.  Productivity is key to me so frankly, I do not care which app I use so long as it is fast and easy.  I do however prefer to have the freedom and option to choose and do not care to have HP dictating that I can only use their HP Smart Scan app.  Not cool people.

[Carol206]

I went into my direct messages and did not see a reply after the initial email from the HP employee so I sent a follow up asking if there was a person or team working on this and what they thought the ETA might be and whether they have reached out to Apple to get help fixing this if they need it.  I, like you, am wondering whether this problem is being worked on or whether it has fallen into a bit bucket out there on the internet in the cloud somewhere.  If I hear back, I will share any good news.  Meanwhile, as they say in the military, Hurry Up And Wait...  LOL...  I have to keep my sense of humor about these computers, computer companies and how they always seem to work against one another which usually ends up putting me, the customer in the middle, getting blown up by one or the other from time to time.  C'est la vie, such is life.

[Carol206]

HP Support phone number is

800-474-6836

An HP employee direct messaged me and suggested I call this to report this problem to see if they have a fix or a work around.  

[suzanneshaps]

Thank you!

All my efforts to find a customer support number at HP on their website failed.

They really don't seem to want to talk to people!

I will give them a call later.

Thank you again!

[suzanneshaps]

Did they have a solution for you?

[suzanneshaps]

I was on hold for 20 minutes, including a good amount of time after the hold music cut off.

Gave up.

Calling again after some calls that failed in the phone tree hell.

How on earth do they win any award in "customer excellence"?