02-11-2020 09:23 AM
The Envy 5660 prints and copies; just doesn’t scan (won’t scan to our MacBook Air anymore either). I have shut down/unplugged/repowered all the above. Still doesn’t scan.
02-13-2020 01:50 PM
I have gone through your Post and I understand your concerns
May I know which App you are using for Scanning?
Since the Printer copies fine, this is likely to be a driver or software issue
Do you have any Anti-virus software installed on your MAC? If you do, please deactivate it for now.
- Ensure the printer and the MAC are connected to the same wireless network.
-Note:- This printer supports only 2.4GHz network. Do not connect it to 5 GHz Network incase your Router supports both 2.4 and 5 GHz
- If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, then the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both the networks.
Please check with your Internet service provider if your router is able to forward 'Bonjour packets'. This is very important
Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems.
Also perform a ping test using the Mac Network Utility and let me know the results. Use the printer IP address to perform a ping test, the printer IP can be located by touching the wireless icon on the printer display or by printing a Network Configuration Page
Next ensure your Mac and Printer have the latest updates
Printer Firmware: https://support.hp.com/in-en/document/c02919168
Mac update: https://support.apple.com/en-us/HT2015
After checking all those details and if the Ping Test is successful, Remove and Re-add the printer using Airprint. AirPrint is an Apple technology that helps you create full-quality printed output without the need to download or install drivers.
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 or Secure AirPrint in the pop-up menu. Then click Add.
6.) Try to Scan and check if that helps
Alternately try scanning using the Apple Image Capture and HP Smart App and let me know how it goes
Let me know how it goes😊
If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.
I Am An HP Employee
02-14-2020 01:05 PM
Dear Krazy Toad . . . thanks for your extensive reply. But before I continue, I need to vent about the first response I received from an apparent HP community member a few days ago. See copy below. I called the 888 # shown and it ended up being a scam. The guy listed a bunch of things that he found wrong with the laptop we use in conjunction with the printer/copier/scanner. He also listed the prices he would charge for fixing it. He would fix the problem once a check was received. At that point I hung up.
02-17-2020 10:25 AM
The spammer is being reported. They do not belong to HP or not related to HP in anyways.
Let me know if you tried the steps suggested in our previous post.
Keep me posted.
I am an HP Employee