error occurred while communicating with scanner

[MarkMtl]

HELP! Just bought this printer last week from Best Buy. Copies fine. Unplugged as suggested in this forum, held power button, etc, and tried to scan from both preferences and from easy scan, but all tell me (numerous times) that there is "an error communicating with the scanner". I'm stuck, and damned if I didn't throw out the box too!

[Kumar0307]

@MarkMtl, Welcome to the HP Support Community!

Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

Update the printer firmware

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

Click here to know different methods of updating printer firmware.

Also, check for software updates on your MAC

Click here to know how.

Check the connectivity between the printer and the MAC

Perform a ping test

1. Obtain the IP address of the printer by clicking on the Wireless icon on the printer
2. On the MAC Go to Spotlight > search for Network utility > select Ping tab > enter the IP address of the printer in the box
3. Check the second box that says Send only > 10 pings
4. Click on ping > Check the results at the end if any packets are lost
5. Note: There should be 0% packet loss. Share the results.

Try to scan via Apple Image capture

1. Open Finder, and then click Go in the top menu bar.

2. Click Applications, and then double-click Image Capture.

3. Click your printer name in the Devices or Shared list.

4. Click Show Details at the bottom of the screen.

5. A preview of the scan displays, and then change any of the following settings

6. Click Scan.

Let me know how this goes.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[MarkMtl]

Hi Kumar. Thanks for the tips.

I tried some of what you did, but the something dawned on me. I tried to scan with our other macbook, and it worked. On the newer macbook that I was trying to scan on unsuccessfully, I had loaded a vpn (expressvpn), which was running. When I turn off the vpn, the scanner works.

Wish I'd thought of this in the first place.

[Kumar0307 · Accepted solution]

@MarkMtl

Good to know you found the solution and the issue is now resolved. Feel free to contact us with any concerns related to HP products.

Happy to help!