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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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‎08-17-2020 10:24 AM

HP Recommended
Product: M281cdw
Operating System: macOS 10.15 Catalina

Mac Image Capture is not working. Error message reads: "The operation couldn't be completed.

(com.apple.imagecapture error 4294957375.) (-9921)" Anyone?

 

(I see this error from another post dated 4/2020 with no resolution - please help....)

5 people had the same question
15 REPLIES 15

‎08-20-2020 08:20 AM

HP Recommended

@ConnieBiker, Welcome to the HP Support Community!

 

Have you tried any other application to scan and check if that works?

 

Check for any software updates on MAC

Click the Apple icon > About This Mac > Software Update and install any available update.

 

Update the printer firmware

Click here to know different methods of updating printer firmware.

 

On the printer screen, go to Setup > Network System preference > Advanced > Configure IPV6 > Automatic  

Restart the wireless router, the printer, and the MAC

 

Try scanning using the Image capture app

 

If the error persists, use the HP Easy Scan app or Hp Smart app to scan as shown in this document.

 

Hope this helps! Keep me posted. 

 

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 helping!

Have a great day! 

KUMAR0307
I am an HP Employee

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‎08-20-2020 11:38 AM

HP Recommended

Thank you SO very much for your response!!  The scanner used to work so I'm wondering what changed or perhaps I'm doing something differently.  I'm prepping for a trip so won't be able to get through the steps until next week.  

 

Trying for a quick home run (without updating):

 

HP Easy scan yields this even though it's on.

Screen Shot 2020-08-20 at 10.14.37 AM.png

 

HP Smart scans a blank screen even though there's something on the glass (281 isn't making any noise so this leads me to think there's a network issue)

 

Screen Shot 2020-08-20 at 10.23.00 AM.png

 

On the printer I'm looking for this:

Setup > Network System preference > Advanced > Configure IPV6 > Automatic

 

Best I can do this this:

Setup > Network Setup > 

I don't see an Advanced or anything IPV6 related so I'm thinking the firmware is out of date.  

 

I'm using the HP Smart app to install updates and navigate:  Printer Settings > Advance Settings > HP Web Services tab

 

Screen Shot 2020-08-20 at 10.33.29 AM.png

 I don't see the requested "Printer Updates" or "Product Updates"

:

Screen Shot 2020-08-20 at 10.31.22 AM.png

 

 

 I'll work on this more later....

 

Maybe given what I'm seeing you can hone in on a solution?  

 

Thanks again for walking me through troubleshooting options!  

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‎08-21-2020 02:18 AM

HP Recommended

@ConnieBiker

 

Are you able to print from your MAC?

Did you also check for any pending software updates on your MAC?

 

As you are not able to scan from any of the scanning application, let us check the hardware functionality first.

 

Try making a standalone copy and check if that works. By this, we can conclude if this is a hardware or a driver issue.

 

Now, check the connectivity between the printer and the MAC

  1. Obtain the IP address of the printer by clicking on the Wireless icon on the printer
  2. On the MAC Go to Spotlight > search for Network utility > select Ping tab > enter the IP address of the printer in the box
  3. Check the second box that says Send only > 10 pings
  4. Click on ping > Check the results at the end if any packets are lost
  5. Note: There should be 0% packet loss, share the results in your next post.

Let me know how this goes.

KUMAR0307
I am an HP Employee

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‎08-23-2020 10:42 PM

HP Recommended

Ok - back at home and doing more debugging.  

 

1. My MacBook software is up to date. 

2. I couldn't find the "Network utility" but found the IP using the HP Smart app and pinged using a terminal and connectivity looks good (no dropped packets).

3. I'm not sure what you mean by "copy".  I can use the printer's touch screen interface to copy something on the glass.  The network is good because I can WiFi print from my macBook or my iPhone.  

 

Everything appears to be working fine - with exception of the scanner.  

 

I'll try to figure out a good firmware update method tomorrow. (I failed at using the HP Smart utility method).

 

 

 

 

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‎08-24-2020 10:43 PM

HP Recommended

I updated the firmware on the printer using the printer touchpad.

 

No change in Scanner.  

 

Easy Scan error:  "...currently unavailable..."  <= I can still ping

 

Printers and Scanners error:  "...com.apple.imagecapture error 4294957375 -9921

 

Again - wireless printing works fine.

 

Not sure what to try next. 

 

 

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‎08-26-2020 01:32 PM

HP Recommended

@ConnieBiker

 

Follow the steps below-

 

The HP Uninstaller is a software application that is installed during the initial printer software installation.

  1. Click Finder in the Dock.

  2. In the menu bar, click Go, click Applications, and then open the HP or Hewlett Packard folder.

    • If HP Uninstaller is in the folder, double click it, and then follow the on-screen instructions to uninstall the software.

    • If HP Uninstaller is not in the folder, continue to the next step.

  3. Click and drag the HP or Hewlett Packard folder to the Trash icon in the Dock.

  4. In the menu bar, click Go, click Go to Folder, type /Library/Printers, then click Go.

    The Printers folder opens.

  5. Click and drag the HP or Hewlett Packard folder to the Trash icon in the Dock.

  6. Restart the Mac.

  7. Right-click or Ctrl + click the Trash icon, and then select Empty Trash.

Use this link to download and install the new driver. Configure the printer and try scanning.

 

Hope this helps! Keep me posted. 

 

Please click “Accepted 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 helping!

TEJ1602
I am an HP Employee

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‎09-01-2020 06:33 PM

HP Recommended

Back from a short trip and working on debugging...  These are results from steps below.  

2. No HP or Hewlett Packard folder inside of Applications

4. No /Library/Printers found via "Finder".  I see this:  /Users/connie/Library/Printers.  No folder there but I see the following files:   

     HP Color LaserJet MFP M281cdw (6EAE10).app (printer with non-functional scanner)

     HP LaserJet Pro M148f-M149f.app  (our other laser printer)

should I trash HP Color LaserJet MFP M281cdw (6EAE10).app?

 

I'm thinking I might need to reinstall HP software for my 281 from your website....  Please advise

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‎09-02-2020 06:50 AM

HP Recommended

@ConnieBiker

 

Yes, please 🙂 Reinstall the drivers for your printer.

 

Keep me posted.

TEJ1602
I am an HP Employee

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‎09-03-2020 08:25 AM

HP Recommended

Can you please provide a link to proper driver website?  Also, should I delete the .app file associated with my printer?

 

Thank you

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