Scanning Stopped Working

[jbmic]

I recently updated to latest version of MAC OS Big Sur 11.3 and also the latest HP Smart Software.  Suddenly the scanning function of the printer has stopped working.  I have also uninstalled and reinstalled this software and  the most recent printer drivers.  Printing, copying etc. still OK.  At first the scanner would commence the scan but then get hung up and the HP software would tell me no scanner was detected.  Now the software just gets hung up when I depress the scan icon.  Since I updated both the OS and the HP software I can't be sure which one is the culprit but any suggestions greatly appreciated (aside from the steps I mentioned above that I have already done).  It did work with an earlier version of Big Sur and my M1 Mac.

[Kumar0307]

@jbmic, Welcome to the HP Support Community!

I understand you are not able to scan. Try making a standalone copy from the flatbed glass and check if that works. By this, we can conclude if this is a hardware or a driver issue.

Have you tried using the HP Easy Scan or the Apple Image Capture app to scan from your Mac?

You may download the HP Easy Scan app from the App Store.

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 the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[jbmic]

Thanks for response.  I am able to make copies from the flatbed, so the printer is still able to scan.  Since upgrading to my M1 MAC Mini I have not been able to get HP Easy Scan to work which I used to use on my previous iMAC, but until recently was scanning successfully with HP Smart software on my new computer.  Apple's Image Capture software does not recognise the scanner (I believe it used to before this problem arose but am not sure I used it since switching over to my new M1 Mini).  I can also successfully scan using a downloaded trial version of VueScan software that leaves a prominent watermark on the output and is pricey to purchase for the same capability I had before this problem arose.  I have installed the latest drivers available from HP as well as the latest version of OS Big Sur 11.4 and because of the conditions above, I still suspect it is a recent driver compatibility issue with either HP or Apple. Appreciate any guidance you can provide.

[Kumar0307]

@jbmic

Check for any pending updates for the HP Smart app on App Store. 

If the app was downloaded from the Mac App Store, follow these steps:

Please remove /Users/Username/Library/Containers/HP Smart/containers.plist and then launch HP Smart from the Applications folder and go through the setup again. 

If the issue persists, perform steps 1-7 from this document. 

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.

Install the printer using the AirPrint driver (recommended)

1.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners. 

2.) Check if your printer name displays in the Printers list, If your printer is listed, click the printer name, click the minus sign to delete the printer. 

3.) If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button at the bottom of the list. 

4.) Click the plus sign click Add Printer or Scanner, click the printer name. 

5.) Click the Use or Print Using menu, select AirPrint in the pop-up menu. Then click Add. 

Note: Select "Bonjour multifunction" under kind while installing.

Open System preferences > printers and scanners > Scan

Let me know how it goes.

[MT122353]

This is all nonsense, I, and many others updated their Mac's to the new operating system, and now we can't scan.  YES, we can print!  YES, we can copy!  NO, we can not scan from our printers.  This is obviously a software glitch which NO ONE at HP has any idea how to fix.  I am so sick and tired of "try this, and try that"!  Do I really have to go out and buy a scanner because HP can't fix their software?  

[jbmic]

Thanks for your suggestions but unfortunately I have taken all the steps you recommend already (several times) to no effect.  I strongly suspect HP will need to issue a new driver to keep pace with MAC OS Big Sur's updates.  I still don't understand why a third party product like 'VueScan' can recognise my scanner when HP's own software cannot.

[Kumar0307]

@jbmic

I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

Please reach out to the HP Technical Support team in your region for further assistance. 

Keep me posted for any other assistance.

[MT122353]

For all those who are experiencing problems with their scanners, I just spoke with HP Technical Services.  They DO NOT have an update yet for the recent Mac software update.  I was told to use "Image Capture".  It takes about 30 seconds for the software to see your printer, then it connects to it.  I tried it while the tech was on the phone, and it seems to work.  HP is "working on a software solution".  In the mean time, this is your only means of scanning documents to you Mac!

[jbmic]

Not sure if you're also using a LaserJet Pro MFP M125 nw but as I described in an earlier thread, Image Capture does not work for me (even after waiting more than 30 secs).  Not sure if its my specific printer or this model of printer in general.  I have noticed on other posts that other model HP Combo Printers are having scanning problems with latest MAC OS upgrades but that Image Capture does seems to work for them also.  I guess I need to wait for an updated Printer Driver.  I'm impressed that you figured out how to talk to someone at HP:)

[MT122353]

Hi,  I am using the LaserJet Pro MFP M127fw.  I have a technical support # for you.  Try (800) 474-6836.  If that doesn't get you thru, try (650) 857-1501