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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.
RD220
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MY SCANNER SCANS THE ENTIRE GLASS INSTEAD OF 8 1/2" X 11"... HOW DO I FIX IT?

HP Recommended
OFFICEJET PRO 8600 PREMIUM
macOS 10.14 Mojave

My printer started scanning the entire glass instead of the 8 1/2" x 11".
I checked everywhere I knew to check, and the settings all say 8 1/2" x 11".
When I do a Webscan, it scans the 8 1/2" x 11" size correctly.
But not from my laptop!
And I cant figure out why, or how to fix it !!!
Can anyone help?

Thanks

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Jay_G24
HP Support Agent
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Hi @RD220,

 

I'd like to help!

 

Try updating mac and printer firmware

 

To update the printer's firmware, refer - HP Printers - Updating or Upgrading Printer Firmware 

 To update Mac, try these steps - How to update the software on your Mac

 

You may watch the video on how to scan.

 

If the issue persists, Uninstall HP Easy Start

  • Click on the Spotlight icon and type HP Uninstaller or by opening HP Easy Start.
  • Click on Continue to uninstall the software.
  • When prompted for a password, type in your system password
  • You can also uninstall by opening HP Easy Start.

 Download HP Easy Start and install the printer.

You can also install the HP Smart App from the app store and print and scan using the app.

 

You may refer to How to scan with an HP printer

 

Hope this helps! Keep me posted. 

 

And, Welcome to the HP Support Community. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for help

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RD220
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I had already done all of that before posting here.
Nothing worked.
So now what???

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Jay_G24
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Does this happen with both HP Smart and HP Easy Start?

Are you able to make regular copies?

 

Let me know

 

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RD220
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I have no idea what you mean by those two names.

I usually put a document on the glass to be scanned, click on SCAN and do it that way.

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Jay_G24
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Could you share an image of the scan window?

 

Let me know!

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RD220
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IMG_0186.jpegNot sure exactly what you are looking for... but here it is

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Jay_G24
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I meant, An image of the scanning software on your computer?

 

Let me know

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RD220
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I said before. I do not use the scan software in my computer to scan.  I scan directly on the printer.

Here it is... if i go to the software on the printer, and click the Letter Size, it works....  

But again.  I dont do that.  I prefer to be at the scanner and do everything from there.
So i want to fix that which I use !!!!Screen Shot 2021-04-02 at 1.55.05 PM.png

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Jay_G24
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Let's try a power reset on the printer

 

Reset the product

  • With the printer turned on, disconnect the power cord from the rear of the printer.
  • Unplug the power cord from the wall outlet.
  • Wait at least 60 seconds.
  • Plug the power cord back into the wall outlet.
  • Reconnect the power cord to the printer.
  • Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

 Also, try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware

 

If the issue persists, let's perform a factory defaults on the printer to resolve the issue

  • The reset instructions are specific for your printer and performing those steps on a different printer may corrupt the device.
  • I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer.
  • In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespag

Hope this helps! Keep me posted. 

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