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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).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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‎10-05-2023 09:54 PM

HP Recommended
Product: HP OfficeJet Pro 8740 All-in-One Printer
Operating System: macOS 11.0 Big Sur

After the last firmware update (WEBPDLPP1N001.2337A.00) I can no longer scan from/to my MacBook currently running macOS Big Sur Version 11.7.9.  My printer is an HP OfficeJet Pro 8740.

I can still print to the printer.  I can scan to my cell phone, so the scanner does work.

When I try to scan from my computer I get the following error:

image.png

In case it's hard to read the background pane says: "The scanner failed to complete the overview scan."

The Foreground screen says: "Scanner reported an error", followed by: "An error occurred while communicating with the scanner."

It doesn't make the usual sounds when trying to scan.  There is no indication on the printer that anything is trying to communicate with it - the screen stays dark.

My method for scanning is to go into System Preferences -> Printers & Scanners -> Scan -> Open Scanner

Any help would be greatly appreciated.

Category:
4 people had the same question
22 REPLIES 22

‎10-05-2023 11:27 PM

HP Recommended

Hi,

First, let's select Copy > Color from the printer screen and make sure the printer successfully copying and does not show any hardware failure.

 

Is the scanner connected through the network or with a USB?

 

For a network connection, please restart your router (and any access point if there are multiple), allow it 3 minutes, restart the printer and the Mac and check for any difference.

 

For a USB, ensure it is directly connected to the computer and not via any USB hubs, extensions, etc.

 

If above steps does not help, please follow below steps to reinstall the HP Software and check for any difference:

Please follow below version of HP Easy Start, as soon as it launches open the top HP Easy Start menu and select Uninstall HP Software.

Follow the steps on screen and then click on Set Up New Device and follow the steps to reinstall the printer:

https://ftp.hp.com/pub/softlib/software12/HP_Quick_Start/osx/HP_Easy_Start.app.zip

 

As soon as HP Easy start prompts to install HP Smart, close HP Easy Start and press the Skip to Software Download button, then follow the steps on screen to complete the installation and check for any difference.

 

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 🙂
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‎10-05-2023 11:45 PM - edited ‎10-05-2023 11:50 PM

HP Recommended

I note that there is a current thread about the 7740 and users being told by HP that scan to computer on MAC OS systems has been deleted. I cannot verify the validity of that statement but there are several MAC users there stating they have lost scanning abilities.

 

I would not rule out the possibility that you may need to downgrade your firmware. The revision number you are showing is the same as the revision number for all the PageWide pro product that were bricked temporarily by a firmware update. 

If you find the information provided useful or solves your problems, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.



1 person found this reply helpful
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‎10-06-2023 02:22 PM

HP Recommended

Hi,

To answer your question, my printer/scanner is connected through the (wired, not wireless) network.

Color copying does work.

I restarted the router etc.

I couldn't get the link to work, but was able to download the HP Smart application which does let me access the scanner from my computer, but only with that app.  I can still not access it with 

System Preferences -> Printers & Scanners -> Scan -> Open Scanner

 

Thanks for your help!

Paul

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‎10-06-2023 03:01 PM

HP Recommended

Hi Repairatrooper,

 

Thanks for your reply.  Can you point me to the instructions for how to downgrade my firmware?

I tried:

https://support.hp.com/us-en/drivers/selfservice/hp-officejet-pro-8740-all-in-one-printer-series/790...

and downloaded the firmware:

Firmware 2023-10-06 at 1.37.59 PM.png

This got me OJP8730_8740_2330B.dmg

I tried to install it but got the following error:

Cannot update the device

This Firmware Updater does not contain upgrades for your device.

 

I think the version that I need is WEBPDLPP1N001.2330B.00, which was the previous version according to the Printer Status Report I printed after the previous upgrade, and before this one.  I installed that update on August 15, 2023 - the web page shows a date of Aug 17, 2023, but this appears to be the correct one.

 

Most of the posts I have found have said that you can't do it.  I found one that said the procedure is specific to each printer.

Thanks!

Paul

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‎10-07-2023 01:38 AM

HP Recommended

Same problem here with my Officejet 8730. It is not a solution for the problem, but maybe a workaround: It ist still possible to scan via webinterface/browser interface.

 

I hope HP will offer a solution with a new firmware update as soon as possible.

1 person found this reply helpful
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‎10-09-2023 02:47 PM

HP Recommended

I have the exact same issue since that firmware upgrade on an Officejet Pro 8730. It occurs on various version of MacOs (Sonoma, Big Sur, Monterey).  If anyone would find how to downgrade that firmware, it would be appreciated.

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‎10-10-2023 04:17 AM

HP Recommended

Same issue with an Office Pro 8730 with WEBPDLPP1N001.2337A.00 firmware under Monterey 12.7.

Did not found how to downgrade the firmware either ☹️

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‎10-11-2023 02:58 AM

HP Recommended

I uninstalled and reinstalled the software with the help of HP Easy Start with no success. The problem persists: No scanner communication.

 

@hp: The problem affects not ony one single user, it is a firmware-problem. Please solve the problem!

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‎10-13-2023 04:17 PM

HP Recommended

Brand new 7740 out of the box - replacing my 4th unit in 10 years.  The former one scanned and did document feeder scanning to the MACBOOK via Image Capture just fine.

 

Now this new computer won't connect for scanning via bluetooth, wifi - or anything.

 

Anyone know the issues?   

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