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HP Customer Support

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HP Customer Support

Support Home
Products
Software and Drivers
Forums
Contact Support

Select your Model

Let HP find my products

Identify now

HP can identify most HP products and recommend possible solutions.

How does HP install software and gather data?

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Search all support

All Support
Software, Drivers and Updates
Troubleshooting
How to
Product Information
User Guides

Cancel

Example: “Laserjet P1102w driver” or “HP Pavilion 17-f002na will not turn on”

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Product Home

HP Printers - 'HP Scan Quit Unexpectedly' Error Displays (OS X v10.11)

This document is for HP printers connected to a computer with OS X v10.11 El Capitan.

When attempting to save your scan as a PDF file with HP Scan, the program quits and a HP Scan quit unexpectedly message displays.

To resolve the issue, download the HP Easy Scan App from the App Store.

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Country:

United States

Select a location

After you choose your location, you'll be able to select a language

Americas

Europe, Middle East, Africa

Asia Pacific and Oceania

Select a language

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Now detecting devices

Verifying your product

Devices detected

Local:

Connected:

Network:

Don't see your product?
Why HP may not be able to find your product.

Devices detected (0)

Product not found

HP was unable to find your product:

Don't see your product?
Why HP may not be able to find your product.

Automatic Detection - Product Not Detected

Why was my product not detected?

Possible reasons why the results might have not been as expected:

Your HP Product is not supported by this tool. See list below.
Your directly connected product is turned off.
Your directly connected product is in sleep mode.
The USB or parallel cable is not connected.
Your wireless printer is not turned on or properly connected on the product.
Product name/number is close but does not match what is shown on the product.
Products appear in the list that you no longer use or are no longer connected or networked.

Note: After checking and/or correcting the items above, please click the "Retry" button.

HP Products not supported

The following product categories are not included at this time:

Digital cameras
non-iPAQ Handhelds/Smartphones
Calculators
Keyboards, accessories, and options
Monitors and flat panels
Printer supplies
Servers
Software
Storage

Note:Some older products may not be supported at this time.

Some browser settings may prevent you from using this and other ActiveX-based tools.

Handhelds are detected through PC-based ActiveSync.

Requirements:

Operating System - Windows 7, Windows 8, Windows 8.1, Windows 10
Browser - Google Chrome 10+, Internet Explorer (IE)10.0+, and Firefox 3.6.x, 12.0+

Service Check

Checking for the latest service version. Please wait...

This should take less than 1 minute depending on your computer and your connection speed.

Load Software

Additional software is needed to continue

This will take approximately 2 minutes

Click the button to install and then follow the on-screen instructions below.

Note: This tool detects HP Printers and PCs running Windows 7, 8 and 10

Having installation problems? See the full instructions

Verifying your product

Your product is being detected. Please wait

We detected the devices below:

Local:

Connected:

Network:

Don't see your product?
Why HP may not be able to find your product.

Scanning for solutions

HP is compiling your results. This could take up to 3 minutes, depending on your computer and connection speed. Thank you for your patience.

Solution and Diagnostic Data Collection

This product detection tool installs software on your Microsoft Windows device that allows HP to detect and gather data about your HP and Compaq products to provide quick access to support information and solutions. Technical data is gathered for the products supported by this tool and is used to identify products, provide relevant solutions and automatically update this tool, to improve our products, solutions, services, and your experience as our customer.

Note: This tool applies to Microsoft Windows PC's only. This tool will detect HP PCs and HP printers.

Data gathered:

Operating system
Browser version
Computer vendor
Product name/number
Serial number
Connection port
Driver/device description
Computer and/or printer configuration
Hardware and software diagnostics
HP/Non-HP ink and/or HP/Non-HP Toner
Number of pages printed

Installed Software Details:

HP Support Solutions Framework - Windows Service, localhost Web server, and Software

Removing Installed Software:

Remove "HP Support Solutions Framework" through Add/Remove programs on PC

Requirements:

Operating System - Windows 7, Windows 8, Windows 8.1, Windows 10
Browser - Google Chrome 10+, Internet Explorer (IE)10.0+, and Firefox 3.6.x, 12.0+

Retired Products

The product you have selected is retired, and support services for it have not been available from HP for several years. Once a product has reached the end of its support life, all official HP support content (troubleshooting articles, user guides, how-to videos, etc.) for that product is removed from the HP web site.

Please note: Additional support content may still be available via the HP Forums or from third-party web sites; however, HP takes no responsibility for content authored by third-parties.

Want to see a list of retired products by category?

Visit the HP Retired Products page >

Back to product list >

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Let HP find my products

Identify now

HP can identify most HP products and recommend possible solutions.

How does HP install software and gather data?