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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).
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‎03-11-2021 04:02 PM

HP Recommended
Product: Officejet Pro 8500 A910
Operating System: macOS 11.0 Big Sur

When I attempt to access the scanner, "failed to open a connection to the device (-21345)" is returned. The strange thing is that this worked before, i.e., I recently configured a new driver after upgrading to macOS 11.X (Big Sur), and it worked. But it doesn't work now. Nothing has changed since my successful operation. I tried deleting the driver and then selecting again--that didn't work. 

Category:
1 person had the same question
1 REPLY 1

‎03-14-2021 10:05 AM

HP Recommended

@marsmith, Welcome to HP Support Community!

 

Ensure that the printer is up to date with its firmware and Mac is up to date with its software. If you are unsure you may use the links below to update the printer firmware and Mac software:

Update printer firmware

Update software on Mac 

 

Also, try to wake up the printer before trying to scan.

 

To be able to assist you better, I'd like to know the following-

  • How is the printer connected to the computer?
  • Are you able to print from the computer?
  • Are you able to make photocopies on the printer?

Keep me posted for further assistance.

TEJ1602
I am an HP Employee

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