Unable to scan from touchscreen, Officejet 5255

[janeoliver]

When I choose SCAN on the touchscreen of HP OfficeJet 5255, error message says: "Software Required. To scan to computer, visit 123.hp.com/setup to download HP software (full software and drivers)." I did this several times. No difference. Can scan from computer but not from touchscreen.

Apple Catalina OS up-to-date--10.15.7.

[Kumar0307]

@janeoliver, Welcome to the HP Support Community!

I understand you would like to scan from the printer screen. Perform these steps:

Check for any software updates on MAC

Click the Apple icon > About This Mac > Software Update and install any available update.

1.) On your Mac, click Finder, click Applications, click the Hewlett-Packard or HP folder, then double-click HP Utility. (If HP Utility is not available, download and install the install the printer essential software from here) 

2.) Under Scan Settings, click Scan to Computer, then make sure the Enable Scan to Computer check box is selected.

 3.) Try 'scan to the computer' from the printer.

Hope this helps! Keep me posted. 

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! 

[janeoliver]

Thanks for the guidance and instructions. I don't see quite what you outlined but in trying to follow anyway, I ran into roadblocks. I may have some malware going on. "Matterhorn.framework" malware alert pops up a lot. HP printer essentials installation couldn't be completes. --apple page controller error. HP Utilityt components not found. I went through all the settings from the printer itself--web services/HPprint, etc.) but got nowhere. HPSmart is what I get when I update firmware & drivers from HP. I've done that over and over. I might have too many copies or old HP software. 

My imac software is up to date.

[janeoliver]

Another malware message I get is "HPDM.framework" will damage your computer. Report malware to apple...etc.

[Kumar0307]

@janeoliver

The message you received was due to an update pushed to your MAC that has been reversed and fixed. 

macOS includes a technology called Gatekeeper, that's designed to ensure that only trusted software runs on your Mac. For more info, refer to this document - Safely open apps on your Mac

Perform these steps to resolve this issue:

Make sure MAC is up to date. 

Click the Apple icon > About This Mac > Software Update and install any available update.

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: Use Bonjour multifucntion.

6.) Try to print and scan.

To scan from the printer screen, use the HP Utility and check the setting as mentioned in my first post.

Let me know how this goes.

[janeoliver]

Thanks again. Went through all steps: Only difference was I had under "Use: Secure Airprint" which I changed to plain "Airprint" when reinstalling printer. Bonjour multifunction on.

Same outcome. Touchscreen says "! Software Required"

Have a feeling Catalina upgrade a few months ago screwed everything up, this one of many things. Will have to live with.....

[Kumar0307]

@janeoliver

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.