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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
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.
HP Recommended
HP DeskJet Plus 4155 All-in-One Printer
Other

Unable to scan a document/image via my Macbook Pro (macOS Sonoma 14.3) or scan a document/image directing via printer

6 REPLIES 6
HP Recommended

Hi @JimPerlmutter,

 

Welcome to HP Support Community.

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

I see you need help with the scanning issue on the printer. I have shared few steps that should help:

 

dentify and resolve scanner connection issues on a Mac.

How to fix a ‘scanner not found or connected’ error in macOS

 

 

How to fix a ‘scanner not found or connected’ error in macOS

Learn how to fix a ‘scanner not found or connected’ error in macOS.

 

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Reset the printing system (macOS)

Resetting the printing system on a Mac can resolve problems such as print jobs stuck in the queue, connection issues, and incomplete driver setups.

NOTE:

A printing system reset removes all HP and non-HP printers and scanners, and clears all print jobs and saved print settings. All printers and scanners must be set up again after completing the reset.

How to reset the printing system in macOS

 

 

How to reset the printing system in macOS

If you are experiencing ‘Printer Offline’ or ‘Printer Not Responding’ error messages on your Mac, fo...

 

Click the Spotlight icon , and then search for and open Printers & Scanners.

Right-click or click while pressing Control in the Printers list, and then select Reset printing system to complete the reset.

Resetting the printing system

Restart the printer.

Click Add Printer, Scanner, or Fax or the Add button , select your printer in the list, and then click Add.

Uninstall the HP software and use the HP Smart app (macOS)

Uninstall the HP print driver and then install the HP Smart app to set up and use the printer.

Download and install HP Easy Start from 123.hp.com/setup.

From the HP Easy Start drop-down menu, select Uninstall HP Software.

Clicking Uninstall HP software in HP Easy Start

Follow the prompts to uninstall all HP software.

Download and open the HP Smart app from HP Smart - Mac App Store (in English), and then follow the prompts to set up your printer.

 

You may Find the same here in this link: https://support.hp.com/hr-en/document/ish_2041634-1713099-16

 

I hope this helps.

 

Take care and have a good day.

 

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!

 

Rachel571 

HP Support

.
Sneha_01- HP support
HP Recommended

Hi @JimPerlmutter,

 

I hope this message finds you well. I wanted to follow up on the technical issue that we discussed earlier and confirm that it has been successfully resolved.

 

If you encounter any further issues or have any additional questions, please do not hesitate to reach out to us. We are here to assist you and provide any necessary support.

 

I will be archiving this case for now however, you can respond to the same thread to continue the conversation.

 

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!

 

Take care and have a great day ahead!

 

Rachel571 

HP Support 

.
Sneha_01- HP support
HP Recommended

I have done all the steps that you have lion twice and the problem is unchanged and I get the same error message.  It says if the problem persists, the scanner has become damaged and cannot copy or scan. I thought I replied to you about this last week but maybe it did not go through. Any new suggestions. Is this a software issue or a hardware issue?

HP Recommended

Hi @JimPerlmutter,

 

We apologize for the inconvenience, but it seems that the issue needs a hardware repair.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

They can help you with the unit repair or part replacement.

 

I request you talk to HP Phone Support and they will help you to sort it out as it requires advance support or repair.

 

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

 

I have sent a private message to you with the phone number. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

 

Please feel free to contact us here anytime you need any further assistance.

 

Have a great day!

 

Rachel571 

HP Support

.
Sneha_01- HP support
HP Recommended

I finally found the private message envelope and  when I clicked on the envelope, there is no message.

I went to the web page from the link in the email and put in the serial # & country.  I do not see a "show options" window or a web form to fill out. Now what?

Is there a charge for phone support?

I am going to be out of town after tomorrow morning until next week.

 

HP Recommended

Hi @wolferlmd,

 

Welcome to the HP Support Community. 

 

I'd be happy to help you! 

 

I see that you are facing issues with your scanner and also you have performed all the steps but I see that it did not help. 

 

This might require one-on-one interaction to fix the issue.

 

We have limited support boundaries in the support community as of now. I would request you to contact our HP Support Engineers who should be able to sort this out. 

 

HP provides repair or service options as well. Hence I encourage you to contact HP support.

 

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

Elohi_NR
I am an HP Employee
† 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>.