• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
Note: From May 27, 2025, the HP Print and Scan Doctor will no longer be available (retired) and HP will not release any further app updates. You can learn more by clicking here Replacement for Print and Scan Doctor.
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.
Locked

‎06-06-2019 03:07 AM

HP Recommended
Product: OfficeJet Pro 8710
Operating System: macOS 10.12 Sierra

Hello. I'd be grateful for advice. I have just installed an OfficeJet Pro 8710 to print wirelessly and it prints beautifully. But when I try to scan, I get the error message (-9923) What has happened? TIA

1 ACCEPTED SOLUTION

Accepted Solutions

‎06-08-2019 02:26 PM

HP Recommended

Hi @Rosemary12,

 

We might be able to resolve the issue by disabling IPv6 on the printer. Here is how to do it:

1.) From the printer control panel, touch or swipe down the tab at the top of the screen to open the Dashboard, and then touch Setup. Touch Wireless Settings.
2.) Touch Advanced Settings.
3.) Locate IPv6 setting and set it to Off or Disabled.
4.) Restart Printer and Mac.
5.) Try to scan.
Let me know how it goes!

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!
Have a great day!

Senan6806


I am an HP Employee

View solution in original post

Was this reply helpful? Yes No
1 REPLY 1

‎06-08-2019 02:26 PM

HP Recommended

Hi @Rosemary12,

 

We might be able to resolve the issue by disabling IPv6 on the printer. Here is how to do it:

1.) From the printer control panel, touch or swipe down the tab at the top of the screen to open the Dashboard, and then touch Setup. Touch Wireless Settings.
2.) Touch Advanced Settings.
3.) Locate IPv6 setting and set it to Off or Disabled.
4.) Restart Printer and Mac.
5.) Try to scan.
Let me know how it goes!

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!
Have a great day!

Senan6806


I am an HP Employee

Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† 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>.