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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).
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‎02-19-2021 10:37 AM

HP Recommended
Product: HP479
Operating System: macOS 10.15 Catalina

Hello, This for MacOS Big Sur which is NOT an option under the OS selection even though it's been out for a few months now and beta for almost 8 months. HP PLEASE at least allow us to pick that OS option when creating a case. Regardless, my new HP479 was working great under Catalina. Then when I finally upgraded to Bug Sur, I had to remove the printer and re-add it to fix the issue where it was constantly pausing; no big deal this was expected.  The real issue is scanning no longer works. It throws an error:

"  Failed to open a connection to the device (-21345) I tried both air print, IPP, HP JetDirect and bonjour with the same error. My reliable fall back IP printing doesn't show the scanner ? I tried HP Easy scan and Image Capture neither work. Oh and yes I downloaded the latest software from HP Easy Start, that's always the first thing to do after deleting\uninstalling the old software.

 

Does anyone know what the error code mean? Is a port blocked ? It seems the solution thrown out is to reset the printing system but that does not work for me with scanning or worse doing it from the printer to email which is only a workaround. Is this printer compatible with  Big Sur? I can't find an official answer from anyone at HP.  I would like my new printer to work as it did or I guess I'll return it.

 

Any advice please other than resetting the printing system, maybe a technical answer as to what is blocking the communication so I can go about troubleshooting the issue more logical.    Or maybe HP is working on the issue and I need to wait but it would be great to know. Thanks in advance.

Category:
1 REPLY 1

‎02-19-2021 02:28 PM

HP Recommended

Hi,

First, a driver for Big Sur for your printer is available at HP Support for some months already:

ShlomiL_0-1613769857991.png

 

Your description seems more likely as a connectivity issue, so restarting your router would be the first step to try, allow it to start and when the internet connection returns, restart both the printer and the Mac.

 

If the same persists, please follow below version of HP Easy Start, as soon as it launches open the top HP Easy Start menu and select Uninstall HP Software (this fully removed any remaining software if you may have an older incompatible software installed).

Follow the steps on screen and then click on Set Up New Device and follow the steps to reinstall the printer:

https://ftp.hp.com/pub/softlib/software12/HP_Quick_Start/osx/Applications/HP_Easy_Start.app.zip

 

Shlomi



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