HP Officejet 7310 will not scan after Mac OS Sierra upgrade

[Jimvs]

HP Officejet 7310 will not scan efter upgrading to Mac OS Sierra. The scan button is gone and neither Image Capture nor Preview will work because they do not sense a scanner. The print function works as before. HP Easy Scan is not helpful for the same reason. HP needs to modify the software to make the hardware compatible with the software  in order to sense that the multi-function printer has a scan function. Has anyone had any success with a work-around?

[Roopa-S]

Hello @Jimvs 

Thanks for showing your interest in the HP Forums,I’d like to help.

I understand that after upgrading to Mac OS Sierra you are unable to scan. To resolve this issue I suggest using HP Easy scan: Click here

Hope this helps. Let me know how this goes. I'm always there to assist you.

I hope you have a good day ahead,

Regards,

[Jimvs]

Thank you for the suggestion but I had already downloaded Easy Scan. That application does not recognize my printer as having a scan capability, consequently I cannot use it. Same goes for Apple Image Capture and Preview - the two other suggestions that I found.

My opinion is that HP is disconnected from Apple or vice-versa and the customers are caught in the nether workd of upgrades.

[Roopa-S]

@Jimvs

Thanks for replying,

There is a similar issue on the forum that was resolved. Please look into this: Click here

Hope this helps.  I hope you have a good day ahead,

Regards,

[jjinla]

"Thanks for replying,

There is a similar issue on the forum that was resolved. Please look into this: Click here"

I have the same problem. If you read through the thread that you recommended, they never resolved the issue for the 7310 and several other models.  In addition, the "Easy Scan" work around fix does not work with Sierra.  I just spent several hours on the phone with Apple, and they noted they you have not updated several of your drivers for Sierra.  Is this intentional on the part of HP to force people to buy new printers?  And where is the all but absent support?  A simple google search reveals that several printer models lack updated drivers that are compatible with Sierra.

[Roopa-S]

Hey there!

I suggest calling into our phone support regarding warranty and service options. Please follow this link http://hp.care/2bjG4nE. Enter your product number, select your product, scroll down and fill out the form. You will then be given a phone number and a case/reference number to give to the agent that answers your phone call.

I hope you have a good day ahead,

Regards,
 

[jjinla]

The printer is out of warranty and, in any event, It is not a hardware problem, but a problem caused by HP's failure to update the drivers on several of their printers to ensure full compatibility with Sierra, the new operating system for Macs.  The question is, will HP continue to support their printers with updated drivers or not?  I could spend hours on the phone or by e-mail with customer service, but unless they update the drivers, I'm wasting my time and money with HP.  I urge you to review your own HP forum or do a simple google search for all the UNRESOLVED printer/scanner problems resulting from upgrade to Sierra. Look up this specific model and you'll see that they haven't updated the driver or addressed the scanner issue.  As made clear in several other posts, such is the case with several other HP printer models.

[Roopa-S]

@Jimvs

Did you already try resetting printing system? If not please follow the steps below.

          Click the Apple menu icon, and then click “System Preferences”.

          Click “Printers and Scanner” / “Print and Scan” or “Print and Fax”.

          Right-click the blank space in the Printers list, and then click “Reset printing system”.

          Click “Reset” in the confirmation window.

          Enter an administrator username and password, and then click “OK”.

          Wait until the printing system is reset and no devices show in the Printers list

          Click the “Add button” (+).

          Find, and then select the name of your printer from the printer list, and then click “Add” to add your printer.

          Click “Print Using...” or "Use", and then select the name of your printer (By default “Airprint” would be selected)

Try this for mac scan issues. After this try using hp easy scan

Hope this helps.

Regards,

[jjinla]

Yes, I tried all those steps and more with the Apple representative.  We even deleted all HP files from the Mac to make sure we forced an update to the most recent drivers.  Again, the printer function works fine, but not the scanner. This problem has been noted on several posts in the HP support forum and on other websites, with respect to a variety of HP printers. Again, the issue seems to be that HP has not updated the drivers for all of its printers for Sierra.  The problem goes away if I borrow a Mac running on El Capitan.

Before you suggest it, the lastest version of HP Easy Scan cannot "find" the scanner, so HP Easy Scan is not a viable solution either.   This problem has also been noted by users who updated to Sierra, with several comments posted here and on the App Store.

[Roopa-S]

@jjinla

I have brought your issue to the attention of an appropriate team within HP. 

They will likely request information from you in order to look up your case details or product serial number. 
Please look for a private message from an identified HP contact. 

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Forum