Scanning no longer working macOS 11.4 Big Sur

[Naytan]

When I attempt to scan through HP Smart I receive the following error:

Scanner Not Found

The device could not be reached. Check your printer to make sure the device is online, and then try again. If the problem persists, visit the HP Support website.

The printer itself indicates "Scanning to PC" but stays stuck there until I manually clear the job on the printer itself.

Scanning has recently stopped working after recent updates. I have tried completely uninstalling HP Smart, deleting the printers, resetting the printer subsystem, manually searching the boot drive for any related HP files in Terminal, no go. I know it is not the printer/scanner itself as I can still print fine from a Windows 10 device(older version of Windows 10 as I've heard the latest updates cause the same issues as this).

I also can no longer scan through Image Capture. Devices show up as "0" found. Also, under Printers & Scanners in macOS Settings, the "Scanner" icon no longer is displayed like it used to.

HP Smart version - 12.7.1 (554)

MacOS version - Big Sur 11.4

Printer - HP Laserjet CM1415fnw

Please advise any steps I can take to attempt to rectify the issue.

[Jay_G24]

Hi @Naytan,

I'd like to help!

To assist better -How is the printer connected to the device USB or wireless?

If wireless, try the below steps -

1.) Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks!

2.) Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

3.) Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it.

4.) Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source.

I'd like to know the following to isolate the issue further-

1.) Are the printer and Mac connected to the same network?

2.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual band has different SSIDs for 2.4G and 5G networks.

3.) What is the distance between the router and the printer?

4.) Is there an antivirus software installed on your Mac?

5.) Could you perform a ping test  and let me know the results? Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

Perform a ping test to check the connectivity

1. Click Applications > Utilities > Terminal.
2. Type ping -c <number of times to ping> <IP address>. 

The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. Share the ping test results and the screenshot with us.

Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.  Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems. 

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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

[Naytan]

Ethernet. As mentioned, I can print and cannot scan. There are numerous threads on here stating the same.

[Jay_G24]

 Try updating mac and printer firmware

To update the printer's firmware, refer - HP Printers - Updating or Upgrading Printer Firmware 

 To update Mac, try these steps - How to update the software on your Mac

Uninstall HP Smart 

1. please delete from /Users/Username/Library/Application Support/HP Smart. Then delete HP Smart from the Applications folder and reinstall from the Mac App Store.
2. Install HP Smart from App Store.

If the issue persists, Add the AirPrint printer to the Mac printer queue

Confirm you are using AirPrint by adding the printer in System Preferences.

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

   Figure : Example of the Printers & Scanners window

   

2. Check if your printer name displays in the Printers list, and then do one of the following steps.

   • If your printer is listed, remove and re-add the printer to confirm it is set up for AirPrint. Click the printer name, click the minus sign  to delete the printer, click the plus sign , click Add Printer or Scanner, click the printer name and then continue to the next step.

   • If your printer is not listed, click the plus sign, click Add Printer or Scanner, click the name of your printer, and then continue to the next step.

3. Confirm AirPrint or Secure AirPrint displays in the Use or Print Using menu, and then click Add.

4. Select kind as Bonjour multifunction 

5. Figure : AirPrint displays in the Use menu

   
6. Try and scan using image capture

Hope this helps, keep me posted!

[Naytan]

Hi Jay,

There is no firmware update available for the printer. My Mac is updated running Big Sir 11.4 with no outstanding other updates as of today at 2:12PM. I have followed your steps to delete and re-add the printer, ensured it is using AirPrint, etc. Printing still works but scanning still locks up. I have another machine running an outdated version of Windows 10 (pre May 2020 update) and the scanner function works fine. On another machine with the latest Windows 10 updates the scanner does not work just like in macOS.

[Jay_G24]

Were you able to select kind as bonjour multifuction?

Let me know!

[cef_nola]

This is crazy and needs a solution.  Multiple HP MFP's are having this problem with the 11.4 update.  OS 11.3.1 scanning worked  fine, got tanked with 11.4.  Printing was NOT affected.

Brother MFP's are working fine under 11.4 BTW.

We have a LaserJet MFP M426fdw that IS scanning after the 11.4 update.

[Naytan]

Yep, that's what it's set to. No difference.

[BWA38]

Yes, I have the exact same issue with macOS 11.4 Big Sur.  Followed the same steps and nothing works to fix.  Printing works fine 100% of the time.  Scanning works on less than 10% of attempts and will scan at most 2 pages before crashing with same error message on the rare occasion that is does go through.

[henriquewwf]

Apparently, HP has dropped support for this MFP and has left us with no options other than purchasing a new MFP. As good as it works, as better than it's, it's no longer in the interest of sustaining durable products. Her Firmware needs the update to not only work the Scanner under MacOS Big Sur, but also the HP ePrint, and yet, HP hasn't released any new firmware, or fixes for these bugs (and others that they may know about, but have not yet been announced..). Regrettable, but we no longer live in the world the era of the HP 500c, which followed many here until the middle of this one, making its 25 years of use (and working)... 

I continue working with it, even if I sometimes need it, virtualize Windows on MacOS to make the scanner work, because the MFP CM1415fnw is a wonderful and spectacular device. And there is no successor to match, from what I hear.

The old (and durable) HP have died. The new one, unfortunately, is a shame!