Unable to use Airprint "Failed to open a connection to the device (21345)

[User20220607]

Well, I went a record-breaking 2 months without having a completely obnoxious and work-stopping issue crop up with this god awful HP OfficeJet Pro 8720 which I paid hundreds of dollars for.

This time, I'm unable to scan any documents over Airprint as I have done for years. I get an error in ImageCapture "Failed to open a connection to the device (21345). I am on the latest version of MacOS, which is not listed in the drop down of operating systems offered on this forum, which is another sign that HP doesn't take customer support seriously.

Does anyone have a solution they might offer for this issue which is preventing me from using a basic function that was advertised as working when I bought this awful product? Thanks!

[Kumar0307]

@User20220607, Welcome to the HP Support Community! I’m here to help.

I understand you are not able to scan using the Apple Image Capture app.

Which version of macOS are you using? Is it the macOS 12.4?

To assist you better, are you able to print fine? 

If the printer is in sleep mode, press a button to wake it up and then try scanning.

Update the printer firmware

Click here to download and install the latest printer firmware from your Mac.

Click here to know different methods of updating printer firmware.

If the issue persists,

Download the HP Easy Scan app from the App Store and try scanning to check if this helps.

Hope this helps! Let me know how it goes. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[User20220607]

1. As I stated, I am on the latest version of MacOS, 12.4.
2. Yes, I am able to print without issue.
3. The printer is awake.
4. The printer firmware is up-to-date.
5. I do not wish to use the HP Easy Scan App. I wish to use Image Capture, a feature that was advertised to me when I bought this piece of crap device.

IN summary, I am still  unable to use the scanner function as advertised.

Can anyone help?

[Kumar0307]

@User20220607

Apple Image Capture is not advertised with the printer. It is not an HP app. It is an in-built app from Apple on Mac.

HP Easy Scan is an app from HP to scan.

If you are still having issues with the Apple Image Capture app, kindly contact the app developer - Apple.

Keep me posted for any other assistance.

[User20220607]

Actually, it was and still is an advertised feature of Airprint enabled HP printers. 

If you have nothing helpful to add, I invite you to save your energy.

[Kumar0307]

@User20220607

I understand your concern. As the issue persists,

• I've sent you a private message with further instructions to resolve this issue.
• In order to access your private messages, click the private message icon on the upper right corner of your HP community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Keep me posted for any other assistance. 

[User20220607]

As I am out of warranty, that won't help. I am still posting here in hopes another user of this printer who has had the same issue will be able to share what they did to fix the problem.

[User20220607]

For those following along, I tried reinstalling MacOS today again as well as resetting the printer and ALSO set a new SSID on my router. Nothing worked. Apple said I need to contact HP, and HP kicked the can back to apple saying that my printer is out of warranty. So, still not able to use Airprint on this printer for SCANNING as I was for years and that HP still advertises for their Airprint enabled printers.