Latest firmware update has broken my ability to scan from my MacBook

[suzanneshaps]

I have seen my query in multiple places but no one from HP is responding.  Trying once again as this thread seems related, if not exact same issue:

I can initiate scans from HP Smart, but cannot initiate scans from the HP8730, either from the ADF or flatbed.  When I try, I see the error message in the attached photo. 

This change happened sometime between 10/2 and 10/11 when I was away.  It was suggested elsewhere on this site that this is likely due to a firmware update in the printer, but no one seems to be able to tell me how to revert to the prior one. 

My MacBook Air (M2) is running Ventura 13.5.2 

I spent a lot of time with the automated bot chat, but it was time wasted, and there was no way, after going through all that, to connect with an actual human.  I also made other attempts based on HP videos found in searches that were for related but not the same issue.

Manually scanning from HP Smart is not an workable option.  Can anyone help?  Is there a way to revert the printer to the prior firmware version?  Are we waiting for the next update to fix this?  Do we have to trash our all-in-ones? 

[wahnsinn]

The best solution will be to stop buying HP scanners. There are enough alternatives.

As a customer, you feel completely screwed when an otherwise well-functioning scanner is simply shut down remotely and the manufacturer then goes underground.

[Martin3265]

having same problem with HP 8740.  now get No Computer Found message on printer control screen.

[suzanneshaps]

Called HP Customer Service and was simply told that there isn't a driver available after OS 13.  (I was running Venture 13.5.2 at the time, and have since upgraded to Sonoma 14.0.), and that they are working on one, and to keep checking.  But it didn't sound like it would be available anytime soon.

But when I went to the page she sent a link to, the latest driver was for 10.something.

Color me very confused.

[wahnsinn]

This cannot be the case. The previous driver worked perfectly under macOS 13. Only the latest firmware update caused the malfunction.

I'm very annoyed about this because it doesn't seem possible to get in touch with support. Even in this thread, no one from HP has commented, although I'm sure they are reading along.

My next scanner will definitely not be an HP.

[suzanneshaps]

It makes no sense to me, either.  Unless the driver for 10 still worked for 13.

I've had multiple HPs over the years and nothing like this has ever happened before.

I wonder if they decided to save money by not hiring enough people to keep drivers up to date.

The question is, how many customers will they lose as a result.

I also wonder if this is just on the Apple side.

[wahnsinn]

My Officejet 8730 has been working perfectly for many years. I have the suspicion that the driver update was simply intended to sell me a new device by simply switching off important functions via remote update.

I hope many people will read this thread and will make a decision for their next scanner-printer.

[suzanneshaps]

I'm not usually a cynic about these things, but I have a feeling you are right.  In which case, my next printer will NOT be an HP.

[pjc38]

Hi Cherid0711,

Sorry for the slow response.  You are probably having the same problem the rest of us are.  When you set up your new printer it likely downloaded the latest firmware (WEBPDLPP1N001.2337A.00) which has disabled some functionality.  They seem to want people to use their HP smart application, which does work, although I have run into issues with it, and it isn't as convenient. 

[wahnsinn]

The HP Smart App does not offer me what I need. The Smart App offers me no queues, no pre-sorting of large scans, etc.

I work with Devonthink, a document management program, and the Smart App cannot be properly integrated into the work process. Also ExactScan, a scanning program with very differentiated setting options, no longer works.