10-26-2017 06:06 PM - last edited on 10-26-2017 06:12 PM by rick-s
I have been on the phone with HP for 4 days with no resolution to the no scanning since I upgraded to High Sierra. I had Apple on the phone with HP today for an hour...no resolution.
I had another phone call later today for an additional 2 hours with a Senior Apple Tech...no resolution.
We tried to update the firmware and the link did not work. It downloaed but it would not install.
I have been a loyal HP user for decades. If this doesn't get fixed, I hate to say tha I may need to go to another manufacturer...I really don't want to.
10-27-2017 02:14 PM
Thank you for your reply, I have brought your issue to the attention of an appropriate team within HP.
They will likely request information from you in order to look up your case details or product serial number.
Please look for a private message from an identified HP contact.
Additionally, keep in mind not to publicly post personal information (serial numbers and case details).
Thank you for visiting the HP Support Forum
11-22-2017 11:12 AM
I have been having the same problem- 3 hours on the phone with HP support and charged $39 since the product was a few months out of warranty.
Are you getting the message that the scanner cannont write to the destination folder? I have tested the folder from the printer's webpage and it works but if the document is more than half a page of information it seems to "time out" on me and give me this error message.
HP support thought it might be an issue with my internet, but this problem started happening the day I upgraded my OS.
11-23-2017 04:17 AM
Thanks for posting.
With respect it is not CoachClark's issue, and a serial number won't help. This entire thread demonstrates the issue clearly. It is a problem with your printer model HP Color LaserJet MFP M277dw, which occured after your clients upgraded to Mac OS 10.13 High Sierra.
Can you, or someone at HP, respond to this ongoing issue? It would be helpful to hear that an engineering team is looking into it, and an expected resolution timeframe.
12-11-2017 06:25 AM
OK...SOOO glad that someone else posted this issue. I thought I was going nuts, and/or finally lost my ability to do basic troubleshooting.
I also have the MFP M277 (although, the c6 model from Costco), and am having the same issue. I can use the "Test" function through the web portal just fine, and it passes no problem. But any time I scan to my desktop folder, it will initially begin to write the file (I'll see it create a new file in the folder), and then the file will be deleted, and the screen on the printer will still show as scanning.
Not sure if this is a High Sierra issue or HP issue, but it seems to be isolated (from my limited research) to the High Sierra update.
Additionally, I've checked folder permissions, have tried creating a whole new folder, and have tried both the IP address as well as computer name as options for directing to the folder path, and all seem to work and connect fine; it just seems to be an issue with writing to the folder in High Sierra.
Hopefully there'll be some resolution here; if anyone figures it out (or hears something useful from HP Support), PLEASE post an answer here! Thanks!