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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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‎01-04-2021 05:01 PM

HP Recommended
Product: HP Envy 7640
Operating System: macOS 10.15 Catalina

I cannot use the scanner function of my HP Envy 7640 series all in one device.  When I try to scan a window opens with the following message:

"HP Scanner 3" will damage your computer.

This file was downloaded at an unknown date

Report malware to Apple to protect other users

 

After I click OK another window pops up and has the following: Failed to open a connection to the device (-21345).

I believe I have to uninstall the printer software and reinstall a later version.  When I try to run the HP uninstaller I'm asked for a password.  I do not know what that is.  I've tried a couple of passwords and it doesn't work.

 

Suggestions?  Thanks.

 

Category:
1 REPLY 1

‎01-08-2021 01:35 PM

HP Recommended

@English-Lily

 

Welcome to the HP Support Community.

 

Uninstall and reinstall the HP Drivers: https://support.hp.com/in-en/document/c02440673

 

Also, try other scanning option like HP Smart and Image Capture: https://support.hp.com/in-en/document/c04788799

 

Let me know if this helps.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

 

Thanks!

 

Have a great day!


I am an HP Employee

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