Scanning not working | HP Easy Scan & Apple Image Capture [Catalina 10.15.1]

[GeHoGo]

Hello community,

after getting annoying crashes with error 49.38.1B that happened while scanning to a shared network folder on macOS 10.15.1 I decided to do a factory reset of my HP Color LaserJet MFP M577 (firmware version 4.9.0.1).

Now when I'm trying to scan with Apples Image Capture App I can choose the scanner/printer but get the following error:

HP Easy Scan just freezes while preparing the scan:

The scanner hardware is working because copies without using a computer are possible.

I've tried already the following steps:

• Reset Settings
• Reset Firmware
• Install current firmware 4.9.0.1 again and reset setting and/or reset firmware
• Resetting the printing system on the Mac, restarting and installing the current drivers again

Also there's no difference wether I enable Web Scan or Secure Web Scan or both.

Current configuration is shown in the following pictures:

Information - Configuration Page

Networking - Configuration - Other Settings

As I need a working scanner for my business I would appreciate any help!

Best regards

 Gerhard

[ShlomiL]

Hi,

HP Easy Scan is not currently supported on Catalina, this is a known behavior (specifically for the HP Easy Scan app):

https://support.hp.com/in-en/document/c06455960

Try reinstalling the HP Software as following:

1. Download and launch HP Easy Start:
   https://ftp.hp.com/pub/softlib/software12/HP_Quick_Start/osx/Applications/HP_Easy_Start.app.zip
2. Click the top HP Easy Scan menu item and select Uninstall HP Software
   Note: this will uninstall and remove any installed HP software which will need to be reinstalled then,
3. Click Set Up a new device and follow the steps to reinstall the HP Essential Software.

Once completing the installation, try scanning using Image Capture and check for any difference.

Shlomi

[GeHoGo]

Hi Shlomi,

thanks for your answer.

I've uninstalled the HP drivers with the newest HP Easy Start.app and reinstalled them again. I even did it again with a restart after each step, but the problem 'The scanner failed to complete the overview scan.' in the Apple Image Capture App persists.

To eliminate any chance of a macOS installation based problem I tried a freshly installed copy of macOS 10.15.1 with only the newest HP drivers installed.

Even in this setup the error still shows.

So I can see only two possible causes of the problem:

1. A problem with my configuration of my HP Color LaserJet MFP M577 - for this scenario I included some configuration information in my first post
2. The printer itself is faulty and needs to be replaced

I don't think that macOS Catalina is the problem, because before the crashes and the following factory reset of the printer, scanning by Apple Image Capture App was working fine.

Best regards

 Gerhard

[GeHoGo]

Today I tried also the following (freshly installed) operating systems:

• macOS 14.14.6 - with the newest OS updates and the newest HP drivers
• Windows 10 x64 1909 - with the newest OS updates and the newest HP drivers

Both operating systems weren't able to scan with my device.

macOS 10.14.6 reported the same error as Catalina - only in German instead of English.

Windows did not see the scanner part of the device.

[ShlomiL]

Thanks for clarifying.

I would rather suspect any connectivity related issue and not OS related.

How is the printer connected? with an ethernet cable to the same router as the computers or any more complicated environment? or maybe wirelessly with a Jetdirect 2900nw Print Server?

May you see any difference by connecting the printer with a USB for testing if possible?

May any of your computers is connected to a VPN by any chance while trying to use the scanner?

[gammy4ac1]

I upgraded to Catalina and my P6600 printer was not working. A friend gave me her HP Officejet Pro 8600 Plus and I don't know how to install it with my MacBook Pro. Please help me

[GeHoGo]

Hello ShlomiL,

thanks for your help.

Today I reset my complete network to make sure there's no configuration issue with my network setup.

Steps

• Disconnected all network devices
• Factory reset of my router (Fritz!Box 6590)
• Factory reset of the printer
• Do a very basic configuration of the Fritz!Box (network name etc.)
• Connect only my iMac and the printer with the Fritz!Box

Result

Same error as before.

No computer on the network is using VPN providers or configurations.

Testing the USB connection is no alternative. The printer and the computers are too far away of each other. The functionality of the scanning hardware within the HP Color LaserJet MFP M577 is ok, because copying works.

Also after the last firmware/factory reset printing has stopped working, too!

Error message says 'Encryption data expired' (in German 'Verschlüsselungsdaten sind abgelaufen') and the printing queue goes in pause mode.

Funny thing is, I'm not using AirPrint or Secure AirPrint but the normal driver (see picture).

HP Easy in the most recent version reports the following error while trying to test the scanner:

To put it frankly I'm really annoyed by the 2.000 Euro printer!

On Monday I'm contacting support (again) for an on site service...

Best regards

[IronBadger]

macOS 10.15.3 (released 1/28/2020) contains the fix for HP Easy Scan.  Once updated HP Easy Scan will be able to scan from the glass or the ADF as normal.

Scan to Computer is also fixed with 10.15.3.

I did notice that if the printer is in sleep mode, some times an error will be reported.  But if you wake the printer by inserting a page in the ADF or touching the screen you will be able to scan normally.

[Omark]

I was having what I thought was a similar problem, but noted your point about VPN. Sure enough, I was connected to a VPN. As soon as I disconnected, Image Capture worked fine.

Thanks.

[GeHoGo]

My problem is still not solved. The same error message is shown with macOS 10.15.3.

Instead I got the answer by HP support team that my printer does not support Apples Image Capture App.

So support acted by the 'It's not a bug, it's feature' paradigm...

At least the feature Scan to network works so I can use the scanner, even if the 1.200 dpi setting is only available with Apples Image Capture App.

I have never used VPN whilst scanning or printing 😉

Best regards