• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    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 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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.
HP Recommended
HP Envy 4500
macOS 10.14 Mojave

I've been using my printer for the past 18 months to scan to and print from my Apple MacBook Air using a personal hotspot. Out of the blue it stopped working about a week ago. Even though the hotspot is showing up in the wireless settings as connected, when I try to scan, I get this message: An error occurred while communicating with the scanner (-9923). Has anyone found a way to make this work again?

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

@HandsthatHeal, Welcome to the HP Support Community!

 

Printers may or may not work on a Hotspot connection. It is recommended to connect the printer to a Wireless router.

 

Alternatively, you may connect the printer and the MAC using WiFi Direct.

For more info, refer to this document. Try scanning.

 

For now, let us try these steps to resolve this issue:

 

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 know different methods of updating printer firmware.

 

Also, check for any software updates on MAC

Click here to know how.

 

If the issue persists, perform the steps mentioned in this document.

 

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!

KUMAR0307
I am an HP Employee

View solution in original post

3 REPLIES 3
HP Recommended

@HandsthatHeal, Welcome to the HP Support Community!

 

Printers may or may not work on a Hotspot connection. It is recommended to connect the printer to a Wireless router.

 

Alternatively, you may connect the printer and the MAC using WiFi Direct.

For more info, refer to this document. Try scanning.

 

For now, let us try these steps to resolve this issue:

 

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 know different methods of updating printer firmware.

 

Also, check for any software updates on MAC

Click here to know how.

 

If the issue persists, perform the steps mentioned in this document.

 

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!

KUMAR0307
I am an HP Employee

HP Recommended

I unplugged the printer and reset iPhone to default network settings. It worked after this.

HP Recommended

@HandsthatHeal

 

Glad to know that the issue is now resolved. Feel free to contact us with any concerns related to HP products.

Happy to help!

KUMAR0307
I am an HP Employee

† 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>.