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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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‎01-21-2021 01:50 AM

HP Recommended
Product: Envy Photo 6234
Operating System: macOS 10.15 Catalina

Hello,

 

Since several months I have a problem with my HP Envy Photo 6234. Every time, yes every time, I select the "Scan" option in the HP Smart app on MacOS, the printer crashes, meaning the screen and lights are flashing. When I restart the printer, I can scan right away, but now I have to restart every time I need to scan a document. 

Is this a known issue?

Category:
1 person had the same question
5 REPLIES 5

‎01-25-2021 06:07 AM

HP Recommended

@pauwelsrik, Welcome to the HP Support Community!

 

Are you able to print fine using the HP Smart app?

 

Let us try these steps:

 

Update the printer firmware

Click here to download and install the latest printer firmware from your MAC.

Click here to know different methods of updating printer firmware.

 

Also, check for any software updates on MAC

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

 

Reinstall the HP Smart app from the App store if the issue persists.

 

Use the HP Easy Scan or Apple Image Capture app to check if that helps as shown in this document - How to Scan

 

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

Was this reply helpful? Yes No

‎01-25-2021 06:48 AM

HP Recommended

Hi Kumar0307,

 

Thank you for your reply. I tried every step you mentioned, but still no solution to the problem.

I checked firmware update, but my printer already had the latest firmware.

My Mac is up to date.

I reinstalled the HP Smart app from the App Store.

And I tried using the HP Easy, but the printer keeps crashing. 

 

Any other solutions?

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‎01-25-2021 06:55 AM

HP Recommended

@pauwelsrik

 

Does it crash only while trying to scan?

Did you also check with the Apple Image Capture app?

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

 

Keep me posted.

KUMAR0307
I am an HP Employee

Was this reply helpful? Yes No

‎01-26-2021 01:22 PM - edited ‎01-26-2021 01:24 PM

HP Recommended

It crashes only while trying to scan. I checked with the Apple Image Capture app and the printer crashes when I select scan. 

I tried making a standalone copy and that seems to work fine. 

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‎01-27-2021 02:50 AM

HP Recommended

@pauwelsrik

 

I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

Please reach out to the HP Technical Support team in your region for further assistance. 

 

Keep me posted for any other assistance.

KUMAR0307
I am an HP Employee

Was this reply helpful? Yes No
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