Scan Issues

[COLA4]

Printer will print and do test prints when I do a diagnostic, so it is connected to the computer. But it will NOT scan.  It says it is off-line.  How can this be and still print?

[Sneha_01]

Hi @COLA4,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

If your printer can print and do test prints but will not scan and says it is offline, there could be several reasons for this issue. Here are steps to troubleshoot and resolve the scanning problem:

Step-by-Step Troubleshooting Guide

1. Check Printer Connection

• Ensure the printer is properly connected to your computer or network. If using Wi-Fi, check that it is connected to the correct network.
• Restart both the printer and your computer to refresh the connection.

2. Update or Reinstall Scanner Drivers

• Go to System Preferences > Printers & Scanners.Select your printer and click the Remove (-) button.Visit the HP Customer Support - Software and Driver Downloads page.Enter your printer model and select your operating system.
• Download the latest drivers and software package available for your printer model.Install the drivers and restart your computer.

3. Check HP Smart App and HP Easy Scan

• Open the HP Smart app on your computer.Add your printer if it is not already added.Try scanning a document using the app.

HP Easy Scan:

• Open the HP Easy Scan app.Select your printer from the list of available devices.Try scanning a document.

4. Check Printer Status

• Ensure that the printer is not in sleep mode or has any error messages displayed.If there are any error messages, resolve them first.
• Print a network configuration page from the printer’s control panel to ensure it is connected to the network.

5. Reset Printing System

• Go to System Preferences > Printers & Scanners.Right-click (or Control-click) in the printer list and select Reset printing system.
• Confirm the reset. This will remove all printers from your list.
• Click the Add (+) button to re-add your printer.Your computer should automatically detect the printer and install the necessary drivers.

6. Check Firewall and Security Software

• Ensure that your firewall or security software is not blocking the scanner’s connection.Temporarily disable the firewall or security software and check if the scanner becomes available.

7. Check for macOS Updates:

• Go to System Preferences > Software Update.Make sure your macOS is updated to the latest version.

8. Factory Reset the Printer:

• Refer to your printer’s manual for instructions on performing a factory reset.
• After the reset, reconfigure the network settings and try scanning again.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support