• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
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
We would like to share some of the most frequently asked questions about HP Solution Center not working : Adobe Flash Player Error and Unable to Scan.
Locked

‎02-15-2021 03:27 PM

HP Recommended
Product: HP Officejet PRO 6835
Operating System: macOS 10.15 Catalina

HP Officejet Pro 6835. When I try to scan it shows a message: the scanner is occupied

Category:
5 REPLIES 5

‎02-18-2021 02:36 AM

HP Recommended

@Henrique21, Welcome to HP Support Community!

 

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

  • Are you able to make photocopies on the printer?
  • How is the printer connected to the computer?
  • Have you tried using the Apple Image Capture to scan?

Meanwhile, try the steps below-

 

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 

 

Refer to the document HP Printers - How to Scan (Mac) for alternate scanning methods if that helps.

 

Keep me posted. 

 

Please click “Accepted 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!

TEJ1602
I am an HP Employee

Was this reply helpful? Yes No

‎02-18-2021 10:06 AM

HP Recommended

I did try all that but at the end it says "scanner is occupied"

Was this reply helpful? Yes No

‎02-18-2021 10:07 AM

HP Recommended

The printer is connected thru wifi. 

Was this reply helpful? Yes No

‎02-18-2021 10:09 AM

HP Recommended

When I try to update the firmware it says that the driver cannot be found

Was this reply helpful? Yes No

‎02-18-2021 11:29 AM

HP Recommended

@Henrique21

 

I'd recommend you uninstall the existing HP printer software on your computer. Refer to the document HP Printers - Uninstalling HP Printer Software (Mac) for help.

 

Now, reinstall the printer drivers and try scanning.

 

Keep me posted.

TEJ1602
I am an HP Employee

Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.

Didn't find what you were looking for? Ask the community

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.