Scanning

[Jean5557]

As with several others complaining they can print but not scan, I am having that same problem.  Why has there been no response from HP, preferably that they need to fix something at their end to make the scanning feature work?  I am not prepared to spend endless time on the phone unplugging, plugging back in, holding down buttons  over and over, and most importantly, taking the chance that wi-fi disconnects and other things get screwed up in the process. 

[Pallipurath]

Hi @Jean5557,

Welcome to the HP Support Community.

Thank you for posting your query.

I am sorry to hear that you are experiencing issues with scanning but can print successfully, I would request you to please follow the steps:

Check Windows Services

• Press Win + R → services.msc.
• Ensure Windows Image Acquisition (WIA) service is running. This service is required for scanning.

Use the Correct Scan Path

• Open HP Smart → Scan → From Scanner.
• Avoid scanning directly from third‑party apps until the HP software confirms the scanner is working.

Update Printer Firmware

• Go to Settings → Printer Maintenance → Update Printer on the printer’s touchscreen.
• Outdated firmware can block scanning features.

Windows Fax and Scan

• Open Windows Fax and Scan.
• If scanning works here, the issue is HP Smart software, not the printer.

Take care and have an amazing day!

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Regards

Pallipurath.

[Jean5557]

Thanks for another attempt to walk me through the steps to set up scanning on my printer.  Unfortunately, they are less than helpful because they appear to be related to Microsoft Windows when I am using Mac.  All the instructions i have received seem to be time-consuming and complicated.  I am disappointed to even have to worry about this and cannot  muster the where-with-all to engage my brain in this task - perhaps at a later date.  By the way, I have done some of the steps and am informed nothing is detected as a problem with my printer, but it did not fix the scanning connection.

[Pallipurath]

Hi @Jean5557,

Thank you for your response. 

I understand that troubleshooting can be time‑consuming, and I will do my best to make this simpler for you. To assist you further, may I kindly request you to provide the printer model?

Please revert.

Regards

Pallipurath

[Jean5557]

DeskJet 2800 series

[Hawks_Eye]

Hi @Jean5557 

Thank you for clarifying that you are working on a Mac. Since scanning is not functioning though printing works fine, here are specific steps tailored for macOS with your DeskJet 2800 series:

Check HP App Setup

• Open the HP App on your Mac.
• Ensure the printer is listed and shows as connected.
• If it appears only as a print device, remove it and re‑add it using System Settings → Printers & Scanners → Add Printer. Select the printer that shows both “Print” and “Scan” capabilities.

Verify macOS Image Capture

• Open Image Capture (built‑in app on Mac).
• Select your printer from the left panel.
• Try scanning directly here. If it works, the issue is limited to the HP App.

Update Printer Firmware

• On the printer’s touchscreen, go to Settings → Printer Maintenance → Update Printer.
• Firmware updates often restore scanning functionality.

Check macOS Updates

• Go to System Settings → General → Software Update.
• Install any pending updates, as macOS updates include fixes for printer and scanner drivers.

Reinstall the HP App

• Delete the HP App from your Mac.
• Download and reinstall the latest version from the App Store.
• Re‑add the printer after installation.

USB Connection Test (Optional)

• If you normally use Wi‑Fi, connect the printer temporarily via USB.
• Try scanning again. If it works, the issue is with wireless communication, not the scanner itself.

These steps are designed to be straightforward and specific to macOS, avoiding unnecessary repetition. Since you mentioned fatigue with troubleshooting, I recommend starting with Image Capture first—it’s the quickest way to confirm if the scanner is functional without diving into multiple settings.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye