cancel
Showing results for 
Search instead for 
Did you mean: 
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
We would like to share some of the most frequently asked questions about HP Solution Center not working : Adobe Flash Player Error and Unable to Scan.
storm138
New member
2 1 0 0
Message 1 of 4
137
Flag Post

HP Smart saving Fault on - macOS Big Sur Version 11.1 and HP Smart Version 5.6.1 -

HP Recommended
HP Smart and HP OfficeJet Pro 7740
Other

I have two macs, one using macOS Big Sur Version 11.1 and HP Smart Version 5.6.1., the second using 

macOS Catalina 10.15.7 and HP Smart Version 5.6.1

Both macs, HP Smart, and HP OfficeJet Pro 7740 series are all working fine and have all updates. 

There is a fault with the HP Smart on the macOS Big Sur Version 11.1. HP Smart does not save the scanned file correctly. I have scanned the same 7-page document on both Macs and saved both as a PDF.  On the Catalina saves all 14 duplexed pages without issue. 

The mac using Big Sur saves all 14 duplexed pages, but pages four, six, eight, ten, and twelve, and fourteen are saved blank.  Also, the saving process changes the size of page six, eight, ten, and twelve. 

Incredibly frustrating as you can no longer rely on a scanned document being accurate. 

Both HP SMart applications are able to show the scanned document on the summary page of the App, and both have scanned all fourteen pages correctly.  The HP SMart does not seem able to save the file correctly.  I have also opened the PDF in both Apple's own Preview software and PDR Expert and found no differences.  

Anyone have any idea what to do, or how to inform HP?  

3 REPLIES 3
Echo_Lake
HP Support Agent
HP Support Agent
21,837 21,796 966 1,006
Message 2 of 4
Flag Post
HP Recommended

@storm138

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

  • Have you tried with the different document or issue is with one particular document?
  • Have you tried with Image Capture? macOS gives you a choice to save as PDF.

Keep me posted for further assistance.

 

ECHO_LAKE
I am an HP Employee

0 Kudos
storm138
Author
New member
2 1 0 0
Message 3 of 4
Flag Post
HP Recommended

Hi Thank you for offering to help.

1. It is any paper document scanned in. It can be scanned duplexed or single-sided. I have tried on multiple documents and have the same result. 

2. I am not sure I understand you second question. 

 

My problem relates to the HP Smart software. Let me know if the screen shots help.Screenshot 2021-01-16 at 14.00.07 (2).pngScreenshot 2021-01-16 at 14.00.12 (2).pngScreenshot 2021-01-16 at 14.00.26 (2).pngThis is the screen shot of the file saved with the errorThis is the screen shot of the file saved with the errorThis is saved on the machine without the issuesThis is saved on the machine without the issues

0 Kudos
Echo_Lake
HP Support Agent
HP Support Agent
21,837 21,796 966 1,006
Message 4 of 4
Flag Post
HP Recommended

@storm138

Thank you for posting back. 

 

it is an issue with HP smart app on macOS 11. Try and update the macOS.
Next, uninstall the hp smart app from the mac and reinstall it from the app store.
if the issue persists with hp smart, try scanning using easy start or image capture as shown in this doc: https://support.hp.com/in-en/document/c04788799

 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

0 Kudos
Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation