I can print but not scan

[Lynda234]

Hi there

I have connected my printer to my mac and downloaded all the software.  I can print with no problem but everytime I try to scan it says that there "Scanner reported an error, an error occured while communicating with the scanner."  My partner has his very old windows laptop connected and this works perfectly.  Any help would be greatly appreciated.

[DavidSMP · Accepted solution]

@Lynda234,

Good Day.  Thank you for posting your query in the HP community.  I read the post regarding issues with scanning but not printing. I will be delighted to assist you here.

Superb description and spectacular troubleshooting and commendable diagnosis of the issue before posting. Kudos to you for that. 🙂

To assist you with accurate information I would require more information regarding this:

• Did this happen after a recent software or OS update?
• What is the operating system involved with the printer? Is it iOS or Mac?
• Are you using a Mac computer or an iPad or iPhone to connect to the printer?

For now, please try these steps:

Please perform a hard reset on the printer from this link: https://hp.care/2FoANc6 and follow instructions from the section “Step 1: Reset the printer”

• Then if the operating system is MAC and you use a MacBookPro or a  Mac computer then perform all the relevant steps from this link: https://hp.care/2JPlye2 (HP Printers - Network Scanner Connection Error (Mac)
  Step 1: Confirm if the issue is also printing-related
• Step 2: Restart devices and check driver scan settings
• Step 3: Check the network and printer connection status
• Step 4: Check third-party firewall software settings
• Step 5: Remove and re-add the printer

• Please ensure to remove the printer and re-add the printer only as Apple AirPrint or Secure AirPrint and nothing else as this printer supports Apple AirPrint.
• Don’t add it as an HP printer.
• Now check for issue resolution by using Apple AirPrint or  Apple Image Capture to scan.

This should do the trick for you. If the issue continues, then try these steps:

• Remove the printer again and update the printer software using the Apple Software update by following instructions from this link: https://hp.care/2wU8ONm (HP Printers - Installing a Mac Print Driver Using Apple Software Update)
• Now check again by using Apple AirPrint or Apple Image capture to scan. This should work.
• If the issue persists, then you could perform the remaining steps 8 and 9 and check the FAQs.

Skip steps 6 and 7 as you’ve already done it.

• Step 8: Try other scanning solutions
• Step 9: Reset the print system
• Frequently asked questions- How do I scan if I added the printer using AirPrint?
• Also please ensure that you update your Mac OS completely to all of its latest updates.

This should fix the issue.

If the OS is IOS and you scan using your iPad or iPhone Then please try these steps:

• Update the iOS device to all of its latest updates.
• Then use Apple AirPrint to scan and check if it scans.
   
• If it does not scan, then you could download and install HP Smart App to scan and print from your iOS device by following instructions from this link: https://hp.care/2xY0QmY (HP Printers - Using the HP Smart App (Android, Apple iOS)
• Check the section for iOS to download, install, use the App with FAQs

This should do the trick for you.

Perform all these steps patiently as it is critical to resolving the issue. Good luck to you. I will keep a watch for your response.

Let me know how it goes and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

[Lynda234]

Thanks for your reply. I tried turning both the printer and Mac air off and back on again and it all worked. ☺️

[DavidSMP]

@Lynda234,

I read your quick response. It is awesome to hear from you and your patience and efforts are admirable. Thanks for the update.Your excellent technical skills, immense patience and immaculate attitude are laudable. Kudos to you for that.🙂 I am really happy for you that it worked and it is music to my ears.

Now you are a valued HP customer and it has been amazing working with you and an absolute privilege to share this platform with you. Now trust me, I've done all I can to assist you and also kept your best interest in mind. 🙂

If this helps, to simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed year ahead. Stay healthy and smile big. 🙂

Cheers!