Overview Scan faiiled to complete

[Baldeagle611]

Getting the error above again HP Envy 6020 all-in-one.

It first happened last month. I followed your instructions but failed to fix the problem. I left it for several hours then it started working again. It has been fine up until today. I'm beginning to suspect that there is a fault somewhere. Can someone help please? I'm concerned that the next time it happens will be when I need a scan urgently.

[Jay_G24]

Hi @Baldeagle611,

Welcome to the HP Support Community

I'd like to help!

To assist better -

1. Could you brief me on the issue?
2. What device are you using the printer with, a Windows computer, Mac, Android or an iPhone? 

Keep me posted. 

[Baldeagle611]

It's a mac OS 11.6.5.

[Jay_G24]

To assist better -

• Could you brief me on the issue?
• What application are using to scan  HP Smart , HP Scan or image capture?
• How is the printer connected to the device USB or wireless?

Let me know!

[Baldeagle611]

I'm using both of those applications, although my preference is for Image capture. HP Smart reports a different error but it's the same problem.

It is connected wirelessly.

[Jay_G24]

Try the below suggestions -

1. Uninstall/update HP app
2. Install HP app from the APP store 

1.    If installed from HP.com please delete from /Users/Username/Library/Application Support/HP app. Then delete HP app from the Applications folder and reinstall from the Mac App Store.

2.   If downloaded from the Mac App Store please remove /Users/Username/Library/Containers/HP app /containers.plist and then launch HP app from the Applications folder and go through the setup again.

1. 
   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

Have you tried to remove and add the airprint printer ?

Hope this helps! Keep me posted. 

[Baldeagle611]

Hi

I had already tried all those options except re-installing from the app store and deleting those files from application support.

I have now tried that and it seems to be working normally at the moment, however this is an inermittent fault.

[Baldeagle611]

Update. Have managed to do three scans and it's now playing up again.

We need a proper fix for this and soon.

[Jay_G24]

Can you scan using image capture and check if the issue persists?

Let me know!

[Baldeagle611]

I use both apps and still get the problem.