Scan from computer

[BlueBird61]

Yesterday I got a scan issue when trying to scan using the Preview app. I also can't scan from the System Preferences print & scan menue, which was possible.It worked well before. I can scan with the hp smart app, but it is not as good as the Preview.  I tried whatever I know: restoring the printer to factory setting, resetting the printer on my mac preferences etc.  Any suggestions?

[Kumar0307 · Accepted solution]

@BlueBird61, Welcome to the HP Support Community! I’m here to help.

As you are able to scan from the HP Smart app, it means the printer is working fine. Do you get any errors while trying to scan?

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.

Preview is not an ideal app for scanning. Kindly use HP Easy Scan from the App Store.

Alternatively, you may also use Apple Image capture.

If the printer is not installed using the AirPrint driver, you will not get an option to scan under system preferences. 

To check this, click on the printer and check 'Kind' towards the right-hand pane to know if it is installed as AirPrint.

For more info on scanning, refer to - How to scan with an HP printer

Hope this helps! Let me know how it goes. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[BlueBird61]

Thanks for your detailed reply.

The printer firmware is updated.

The mac software is updated.

HP easy scan has the same problem, it can't connect to the printer.  HP smart can scan.

Apple Image capture says no scanner is connected.

The printer is using the AirPrint driver.

[BlueBird61]

Finally it worked with Apple Image capture.

Many thanks

[Kumar0307]

@BlueBird61

Glad to know that the issue is now resolved. Feel free to contact us with any concerns related to HP products.

Happy to help!

[BlueBird61]

Unfortunately the issue is back again. I tried to scan with Image capture and it didn't work, only with HP-Smart. Although Image Capture recognizes the scanner, when trying to scan it failed and gave this error message: Failed to open a connection to the device (-21345).

Any ideas?