Intermittent problem with scanning from HP OfficeJet Pro printer (8710 & 9020) to Mac

[Glenn06]

I have an INTERMITTENT problem with scanning from HP OfficeJet Pro printers (8710 & 9020) to Macs (iMac & MacBookPro), across wifi (two different networks in separate sites). The scanner is not available either through HP Easy Scan, or HP Smart, or Apple Image Capture. Printing always works correctly.

I think the problem has only occurred since updating the Mac system on these computers to Sequoia 15.2. The problem is not happening on an older MacOS 12.7. (Apple has simulataneously made winding back operating system updates horrendously complicated). 

The problem can be temporarily fixed by uninstalling and removing all HP files and re-installing the latest appropraite Mac drivers (from HP late 2024), using HP Utility, not HP Smart. But even then the fix will only last over one computer restart and then fails - - - but then after a second re-start the scanner is available again and so on!

Any suggestions??

(the obvious has already occurred to me - my last purchase was a Windows 11 PC)

[Glenn06]

I have tried using the TCP/IP address for access but does not fix problem.

[Sneha_01]

Hi @Glenn06 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

When you receive the error message "There is a problem with the printer or ink system. Turn printer off, then on. If problem persists, contact HP" after replacing the ink cartridge, it indicates an issue with the ink system, which could be related to the cartridge installation, printhead, or the printer's internal components. Since you've already tried the suggestions from the HP AI assistance, let’s walk through some additional troubleshooting steps:

1. Check for Protective Tape or Packaging

Sometimes when installing a new ink cartridge, there could be leftover protective tape or plastic packaging on the cartridge that can block the ink flow and cause errors.

Fix:

• Remove and Reinstall the Ink Cartridge: Carefully remove the ink cartridge from the printer.
• Check for any protective tape or plastic covering on the cartridge that may prevent it from being installed correctly. These can sometimes be missed during installation.
• Reinstall the cartridge correctly and ensure it clicks into place.

2. Check Ink Cartridge Compatibility

Ensure that the replacement ink cartridge you installed is compatible with your HP OfficeJet Pro 8620P model. Even if the cartridge fits, it’s essential that it’s the correct type and model (i.e., HP 950/951 series).

Fix:

• Verify that the replacement cartridge is compatible with the HP OfficeJet Pro 8620.
• If you used a third-party or refilled cartridge, there could be a compatibility issue, and it's best to use original HP cartridges.

3. Clean the Ink Cartridge Contacts

Sometimes, the electrical contacts between the ink cartridge and the printer can get dirty or covered in ink, leading to a connection issue.

Fix:

• Turn off the printer and unplug it from the power source.
• Remove the ink cartridges and carefully clean the metal contacts (on the cartridge and in the printer) using a soft, lint-free cloth.
• Make sure the contacts are free from ink residue, dirt, or any other debris.
• Reinstall the cartridges and turn the printer back on.

4. Reset the Printer

If there is an internal error with the printer's ink system, performing a reset can sometimes resolve the issue.

Fix:

1. Turn off the printer.
2. Unplug the printer from the power source and wait 60 seconds.
3. Plug the printer back in and turn it on.
4. Try printing again to see if the error resolves.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[Glenn06]

This response is not at all helpful - as indicated in the heading and detail text,  the problem I am having is with SCANNING,

NOT PRINTING from the printer

[Sneha_01]

Hi @Glenn06,

Thank you for your response. I have shared extended steps. I hope this helps:

Intermittent issues with scanning from an HP OfficeJet Pro (8710 or 9020) to a Mac can be caused by a variety of factors, ranging from network issues to driver conflicts or software settings. Here are a series of troubleshooting steps you can try to resolve the issue:

1. Ensure the Printer and Mac Are on the Same Network

• Both your Mac and the HP printer should be connected to the same Wi-Fi network for successful communication.
• Check the network connection on both devices and make sure there are no issues like network instability or weak signals.

2. Update Printer Drivers and Firmware

• Make sure you have the latest drivers installed for your HP OfficeJet Pro. Visit HP's official website and download the most up-to-date drivers for your printer model.
• Also, check if the printer firmware is up to date. If not, update it via the printer’s control panel or through the HP software utility.

3. Use HP Smart Software for Scanning

• HP Smart is a useful app for Mac that can help you scan easily. Ensure that the latest version of HP Smart is installed.
• You can download it from the Mac App Store.
• After installing, add your printer to the HP Smart app, and try scanning through it.

4. Re-add the Printer via "Printers & Scanners" Preferences

• Go to System Preferences > Printers & Scanners.
• Remove your printer by selecting it and clicking the - button.
• Re-add it by clicking the + button and selecting your printer from the list. This ensures a fresh connection.
• Test scanning after re-adding.

5. Check Scanner Settings on the Printer

• On the printer control panel, go to the Scan menu and verify that the settings are correct, especially the destination for sending scans (e.g., to email or PC).
• Ensure that any "Scan to Network" or "Scan to Mac" options are correctly set up.

6. Disable Sleep Mode or Power Saving on Printer

• Sometimes, if the printer goes into sleep mode or power-saving mode, it can lose its connection to the network. You can disable sleep mode or set it to a longer time to avoid this.
• Check this on the printer's control panel under Settings > Printer Maintenance > Sleep Mode.

7. Check Firewall and Security Settings on Mac

• Firewalls or security software on your Mac can sometimes block communication between your printer and the Mac.
• Temporarily disable the firewall on your Mac by going to System Preferences > Security & Privacy > Firewall, and test scanning again.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[Glenn06]

Thanks for the suggestions :

The printer and Mac are on the same network and printing functions correctly,

The latest version of HP Smart is not working in this situation

I tried HP Easy Admin - which installed HP Utility - which intermittently accesses the printer but I can't enable 'scan to computer' which returns a communication error.

I've also used HP Easy Scan which intermittently works.

The software & firmware on the printer are up to date - as reported from the printer interface control

I have tried removing and adding the printer in system preferences (MacOS) which usually doesn't work. But I have uninstalled all HP software on the computer and reset the printing preferences in MacOS (which automatically removes all printers) and then re-added everything including the HP software from scratch. And this consistently works ONLY on the first occasion of scanning.

(I have disable sleep mode etc, and have tried with the firewall off - no improvement)

[Sneha_01]

Hi @Glenn06,

It sounds like you're dealing with an intermittent issue where scanning from your HP OfficeJet Pro printer (8710 or 9020) to your Mac works on the first scan after setting everything up, but then fails with a communication error or doesn't consistently connect. This kind of issue can often be related to a combination of network issues, driver or software conflicts, or settings that may need to be adjusted.

Here’s a step-by-step guide to troubleshoot and hopefully fix the issue you're experiencing:

1. Ensure Network Stability

Since the printer and Mac are on the same network, ensure that both the printer and Mac are on the same Wi-Fi network (especially if you have multiple networks or bands, like 2.4GHz and 5GHz). Sometimes, communication issues can arise if devices are on different networks or if the signal is weak.

• Check the signal strength on both the printer and Mac. If the signal is weak, consider moving the devices closer to the router or connecting the printer via Ethernet cable (if possible) for a more stable connection.
• Restart your router to refresh the network connection and eliminate any potential issues.

2. Reset the Printer's Network Settings

To eliminate any potential network configuration issues, you can reset the printer's network settings to ensure it connects correctly.

1. On the printer’s control panel, go to Setup > Network > Restore Network Defaults.
2. Reconnect the printer to your Wi-Fi network, either via the control panel or using the HP Smart app on your Mac.
3. Test if the scanning functionality works more consistently after this reset.

3. Reinstall HP Software and Use HP Easy Scan

Since you’ve already uninstalled and reinstalled the HP software, it might help to do so again, but this time focusing on a clean installation of the necessary drivers and software without any unnecessary additional software.

1. Uninstall all HP software again using HP Easy Uninstall (you can find this in the HP folder in Applications).
2. Download and install only the necessary drivers and HP Easy Scan from the HP website or the Mac App Store. Avoid installing additional software like HP Smart if it's causing issues.
3. Test scanning immediately after reinstalling to see if the issue persists.

4. Check Printer Settings for 'Scan to Computer'

You mentioned that you were unable to enable Scan to Computer. This could be due to the Mac not properly detecting the printer.

1. On the printer control panel, go to Setup > Scan > Scan to Computer and ensure this setting is enabled.
2. If you're still having issues, make sure that the HP Easy Scan app has permission to access the printer by checking the Security & Privacy settings on your Mac:
   • Go to System Preferences > Security & Privacy > Privacy.
   • Make sure HP Easy Scan is checked under Files and Folders and Camera (if applicable).

5. Use AirPrint Instead of HP Software (Alternative Method)

If the issue is specifically with the HP software, you could try AirPrint as an alternative for scanning. Some models of HP printers support scanning via AirPrint, and it might offer a more stable connection for Mac users.

• Open Preview on your Mac.
• Go to File > Import from Scanner.
• Select your HP printer if it shows up and check if the scanning function works via AirPrint.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[Glenn06]

Thanks for continuing to try - but this really isn't worth my time.

The network is stable and good strength, for everything else including printing to the HP printers.

And I have the same problem at more than one site.

I have tried adjusting the printer settings and multiple clean installs and uninstalls of HP software.

No use.

The only circumstance in which the printer (SCANNER) functions reliably is attached to a USB cable direct to the computer.

So I have moved one of the HP printers to a different site where it can be dedicated to a specific machine by USB,

NO problems with any functionality on the cable.

And I brought a Brother printer (HFC_J14440DW) which took 10mins to setup on the same Wifi network that the HP printer was having trouble with, no problems since.

Regards, Glenn

[Sneha_01]

HI @Glenn06,

Thank you for your response. It sounds like you've already done a lot of troubleshooting to resolve the issue with scanning over WiFi from your HP OfficeJet Pro printers (8710 and 9020). Since scanning works fine over USB but not reliably over the network, it seems the issue is related to network connectivity or software settings rather than a hardware fault with the printers themselves.

Given that you've tested and resolved the issue with a Brother printer, it seems like the problem may be specifically related to the HP printers’ wireless scanning capabilities. Here are a few additional suggestions to consider:

1. Network Stability and Settings:

• Network Configuration: Even though you mentioned your network is stable for printing, sometimes certain routers have specific settings or interference that might impact wireless scanning. Ensure that both your printer and Mac are on the same Wi-Fi frequency band (2.4 GHz vs. 5 GHz). Sometimes, devices on different bands or too far apart can have issues with wireless communication.
• Router Settings: Double-check any QoS (Quality of Service) or firewall settings on your router that might block scanning data from being sent between the printer and your Mac.

2. WiFi Connection Strength:

• Ensure the signal strength is strong at the printer’s location. Even slight drops in signal quality can disrupt scanning over WiFi. You could consider moving the printer closer to the router or using a Wi-Fi extender to improve connectivity.

3. HP Software / Driver Updates:

• Since you’ve done multiple clean installs, it's worth checking for firmware updates for both the printer and the HP Easy Start software on your Mac. Sometimes issues like this can be related to bugs that get fixed in later versions of the software or firmware.

4. Scanning Software:

• If you are using HP Smart or HP Scan for scanning, try scanning with another program like Preview on macOS, or a third-party app like VueScan. If it works reliably, this could suggest an issue with the HP software specifically.

5. Wi-Fi Printing vs. Wi-Fi Scanning:

• Sometimes, Wi-Fi printing can work fine while Wi-Fi scanning has issues because the protocols or ports used for scanning might not be properly supported or are being blocked by the router.
• Dedicated USB Connection: As you've found, a direct USB connection is the most stable option for scanning, so if wireless scanning continues to be unreliable, using the printer via USB or as a dedicated device on a specific machine may be your best option.

6. Reset Printer Network Settings:

• It might help to reset the printer’s network settings and reconnect it to the Wi-Fi network from scratch. This can sometimes clear out any lingering configuration problems that may have caused the issue.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support