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shannnnn Student
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HP Recommended

Receiving Error Message "Scanner is being used by remote user"

HP Office Jet 6962
macOS 10.13 High Sierra

Hi All,

I was scanning in some documents last week using my scan feeder and a smaller piece of paper was hidden between all of the documents. This caused my scanner to jam, I removed the jam and reset the machine. I use HP Easy scan app and have now been receiving an error message saying "The scanner is being used by a remote user".

I've reset the machine, disconnected from it through the computer, I've checked preferences, I've closed down and rebooted HP easy scan. I've pressed every button on the scanner itself.  I sifted through the HP faq and tried the chat with a robot thing too. Nothing has worked as of far.

Does anyone have any experience with this issue?

HP Support Agent
HP Support Agent
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Message 2 of 2
Flag Post
HP Recommended

Receiving Error Message "Scanner is being used by remote user"



Welcome to the HP Support Community!

  • What happens if you use Apple Image capture to scan?
  • Open Finder , and then click Go in the top menu bar.
  • Click Applications, and then double-click Image Capture, select your printer and try to scan.

Force quit all HP apps

Press these three keys together: Option, Command, and Esc (Escape) Or choose Force Quit from the Apple () menu in the upper-left corner of your screen. 

Select all HP related apps in the Force Quit window, then click Force Quit.


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 if there are any software updates available for the MAC

Click here to know how.


Turn the printer OFF.


Remove HP Easy Scan

Open Finder and click Applications

Move HP Easy Scan App to Trash.

Restart your MAC. Power ON the printer.

Download and install the HP Easy Scan app from the App Store.

Try Scanning.


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!

I am an HP Employee

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