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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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‎10-12-2016 08:21 AM

HP Recommended
Product: HP Officejet Pro 8600 Plus
Operating System: Mac OS X 10.7 Lion

Equipment:

HP Officejet Pro 8600 Plus

MacBook Air mid 2011

Mac OS X Lion 10.7.5

Asus Router DSL-N16 (new)

 

I have moved home and brought my computer and printer with me. I have chosen a new ISP and been sent the new router.

 

At my old home my computer and printer/scanner worked fine. Now set up at new home and I can print but it won't scan. Both computer and HP device are connected to the router. I've uninstalled all HP software and reinstalled. On front of printer if I select Scan to Computer it says "No Computer Found... make sure the feature is enabled" using HP Utility. But in HP Utility there isn't the "Scan to Computer" option any more. I used to be able to Scan to Computer from the printer, and I used to have a Scan tab in System Preferences / Print & Scan – but no more!

 

Details of what I’ve tried:

 

  1. Uninstalled HP Software.
  2. Systems Preferences / Print & Scan – removed all printers.
  3. On front of printer: clicked Network and disconnected.
  4. Turned off computer, printer and router.
  5. Turned router on. Turned printer on.
  6. Used Wireless Setup Wizard.
  7. Selected my router – “WPS Router found”.
  8. Pressed WPS button on router. “Connecting to the network” “Connection successful” (n.b. left Wireless Direct “Off”).
  9. Turned computer on – checked connection to router OK.
  10. Systems Preferences / Print & Scan – Add printer. It sees my printer – I select that.
  11. Option to download and install software from Apple – selected.
  12. Printer shows up in Print & Scan – Idle / green spot. There is a Print tab and a Scan tab.
  13. Click on Supply Levels: “Information not available”. Click on HP Utility: “Unable to communicate with the selected device”. Try printing: “The printer is not connected.”

 

  1. Go to support.hp.com/gb-en/drivers – type in printer model.
  2. Download installation software “HP Officejet Pro Full Feature Software and Driver” version 12.23.0. Save dmg file.
  3. HP Download and Install Assistant downloads files to computer. Click on dmg download, dbl click HP Installer.app.
  4. Click through HP Installer dialog box. Ignored HP ePrint Offer.
  5. “Select the Device to Install” – no device is listed. Click “My device is not listed…” and “Continue”.
  6. Select Device Model Drivers – Officejet Pro 8600 / Wireless Network. Installation Options: ticked HP Recommended Software and Additional Software.
  7. Software successfully installed, but still need to configure device. Press Continue.
  8. Device still not shown. Add device manually, using IP address of printer. Printer appears.
  9. “Add Print Queue” box – must add printer to system using “Add Printer” button.
  10. Click on IP button in toolbar. Protocol: HP Jetdirect – Socket. Enter printer’s IP address. “Print Using” field shows my device. “Add”.
  11. Back to Installer – Congratulations! Successfully Installed.
  12. HP Utility ok – prints ok.
  13. On front of printer: Select Scan / Scan to Computer: “No Computer Found… make sure the feature is enabled… Mac OS X: Open HP Utility. Under Scan Settings, click Scan to Computer, and ensure that Enable Scan to Computer is selected.”
  14. In HP Utility there isn’t “Scan Settings” or “Scan to Computer”. There is “Scan to Email and “Scan to Network”.
  15. In Systems Preferences / Print & Scan – it doesn’t have the Print tab and the Scan tab (see 12 above)
  16. Check Embedded Web Server. Wireless status is connected. On Scan tab I can Webscan to Computer (but only 1 page at a time – no good for multiple page documents!)
  17. Try Apple Image Capture – no devices shown in Devices list.
1 ACCEPTED SOLUTION

Accepted Solutions

‎10-14-2016 01:09 AM - last edited on ‎08-20-2024 08:19 AM by Retired

HP Recommended

Hi,

Please first ensure you have the latest firmware installed by following these steps:

https://support.hp.com/us-en/document/ish_1776648-1643972-16

 

Next try the following:

  1. From the printer click the right / left arrow and press the Setup ion on the printer.
  2. Select Network Setup.
  3. Select Wireless Direct Setup.
  4. Ensure Wireless Direct is enable and take a not of its password if a such is set.
  5. From your Mac click the WiFi icon and connect to the 8600 SSID wit "Direct / Print" in its name.
  6. Go to System Preferences > Print & Scan and click the plus sign to add the printer - can you see it listed as Bonjour through the Wireless Direct connection?

Please let me know the results, if it do listed as Bonjour through Wireless Direct, that clearly prove that the new router breaks the multicast connection, it is the same as connecting through a different router.

 

From your screenshot it seems as your router do not transfer multicast packets as required..



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If my post resolve your problem please mark it as an Accepted Solution 🙂

View solution in original post

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10 REPLIES 10

‎10-12-2016 09:40 AM

HP Recommended

Hi,

What is your router brand and model?

 

Apple devices require multicasting (Bonjour) to communicate with devices throug the local network.

 

I suggest contacting your router service provider and ensure your router supports multicasting (might be called as multicast, mDNS, Bonjour, IGMP Snooping on different routers).

 

Not all routers supports Bonjour and some have to be configured to allow such support, your ISP should know best their router capabilities.

 

(See Confirm that your router supports Bonjour (Apple devices only) below as a reference: http://h20564.www2.hp.com/hpsc/doc/public/display?docId=c03897016)

 

Regards,

Shlomi



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If my post resolve your problem please mark it as an Accepted Solution 🙂
Was this reply helpful? Yes No

‎10-12-2016 10:29 AM

HP Recommended

Thank you Shlomi,

 

The router is an Asus DSL-N16.

 

I'll go through the link you provided and report back!

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‎10-12-2016 10:40 AM

HP Recommended

Hi,

Ensure you have the latest firmware installed for your router:

 

Also ensure that 'Enable multicast routing?' is enabled, see the link below as a sample:

http://event.asus.com/2009/networks/dummy_ui/rt-n16/Advanced_GWStaticRoute_Content.html

 

You may find its latest firmware below, see its description to include fixes on this matter:

- IGMP Snooping enabled by default, fix AirPlay/ AirPrint related issues(Wireless > Professional).

https://www.asus.com/support/Download/11/2/0/145/H8eFMu8j5v1Nd6Cn/8/

 

For any help updating the firwmare you may contact its service provider.

 

Regards,

Shlomi



Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂
Was this reply helpful? Yes No

‎10-12-2016 12:21 PM - edited ‎10-12-2016 02:23 PM

HP Recommended

Thank you.

 

The router tells me the current firmware is the latest version (1.1.1.2).

 

I have now enabled multicast routing as advised (I also got through to the ISP who advised this as well).

 

I've turned everything off and on again.  I'm still not able to see the scanner.

 

 

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‎10-12-2016 02:47 PM

HP Recommended

Does this HP Utility screen look right?  No sector headings / no Scan to Computer option?

 

Screen Shot 2016-10-12 at 9.45.23 PM.png

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‎10-12-2016 10:44 PM

HP Recommended

Under Printers & Scanners, delete teh existing print queue by clicking the minus sign and then re-add the printer by clicking the plus sign.

 

From the shown screen, select the HP Officejet Pro 8600 marked as Bonjour kind, then re-open the HP Utility and check for any difference.

 

 



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If my post resolve your problem please mark it as an Accepted Solution 🙂
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‎10-13-2016 02:09 AM

HP Recommended

Thanks for sticking with me...

 

I've factory reset the printer.  I've deleted all the printers from Print & Scan.  I've spoken again to the ISP and they've suggested changing WPA2 Personal to WPA-Auto-Personal.  And printer, computer and router have all been turned off overnight.

 

Turning everything back on - I've connected the printer to the network using the router password rather than the WPS button.  I've gone in to Print & Scan, pressed +, and the Scanner appears!  (First time this has happened).  I click Open Scanner... it won't open "An error occurred while communicating with the scanner".

 

I've gone in to HP Utility - no device appears.  I've pressed + and the printer appears, but not as connection type Bonjour (which shows nothing), only as IP.  Going through HP Utility Set-Up, Add Printer, tells me to set it up as an IP connection.  During set up HP Utility says "Could not apply settings.  A critical error occurred."  I skip through this and it tells me printer is connected.

 

The end result:

In Print & Scan I have the device listed under Printers as an IP address - I can print to this.  I have it listed under Scanners as Officejet Pro 8600 but now just get the time wheel turning when I try to Open Scanner.  Trying to Scan to Computer from front panel of printer still results in "No Computer Found" and tells me to enable Scan to Computer through HP Utility.  HP Utility looks the same as previous screen grab, i.e. no Scan to Computer option.

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‎10-13-2016 02:16 AM

HP Recommended

Screen grabs below for illustration.  I note the last one stating "An IP connection is supported.  However only the print feature will work properly."

Screen Shot 2016-10-13 at 8.25.22 AM.png

Screen Shot 2016-10-13 at 8.32.02 AM.png

Screen Shot 2016-10-13 at 8.37.00 AM.png

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‎10-14-2016 01:09 AM - last edited on ‎08-20-2024 08:19 AM by Retired

HP Recommended

Hi,

Please first ensure you have the latest firmware installed by following these steps:

https://support.hp.com/us-en/document/ish_1776648-1643972-16

 

Next try the following:

  1. From the printer click the right / left arrow and press the Setup ion on the printer.
  2. Select Network Setup.
  3. Select Wireless Direct Setup.
  4. Ensure Wireless Direct is enable and take a not of its password if a such is set.
  5. From your Mac click the WiFi icon and connect to the 8600 SSID wit "Direct / Print" in its name.
  6. Go to System Preferences > Print & Scan and click the plus sign to add the printer - can you see it listed as Bonjour through the Wireless Direct connection?

Please let me know the results, if it do listed as Bonjour through Wireless Direct, that clearly prove that the new router breaks the multicast connection, it is the same as connecting through a different router.

 

From your screenshot it seems as your router do not transfer multicast packets as required..



Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂
Was this reply helpful? Yes No
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