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HP Customer Support - Knowledge Base

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  • Information

    Fix intermittent print spooler service errors that may cause print jobs to fail post a Windows update. Click here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on an HP computer or printer – Click here

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HP Printers - Network Scanner Connection Error (Mac)

This document is for HP multifunction printers connected to a Mac computer on a wired or wireless network.
When you try to scan, the computer or the scanner is not found or the scan fails. An error message displays:
  • An error occurred communicating with the scanner
  • No Computer Detected
  • Scanner not found

Step 1: Reset the print system

Resetting the print system clears any error states by removing all HP and non-HP printers, print jobs, and printer preferences.
  1. Click the Apple menu, and then click System Preferences.
  2. Click Print & Fax, Print & Scan, or Printers & Scanners.
  3. Right-click (or Control + click) anywhere inside the Printers window, and then click Reset printing system.
     Resetting the print system on a Mac computer
  4. Click Reset in the confirmation window.
  5. Enter the Administrator name and password, and then click OK to complete the reset.
Try to scan. If the error persists, continue to the next step.

Step 2: Uninstall and reinstall the printer driver and software

Resolve scan connection issues by uninstalling the printer software before reinstalling the latest driver.
  1. Disconnect the USB cable from the printer, if necessary.
  2. Click Finder in the Dock.
  3. In the menu bar, click Go, click Applications, and then open the HP or Hewlett Packard folder.
    • If HP Uninstaller is in the folder, double click it to uninstall the software, and then skip to the step to prepare the printer for the driver installation.
    • If HP Uninstaller is not in the folder, continue to the next step.
  4. Click and drag the HP or Hewlett Packard folder to the Trash icon in the Dock.
  5. In the menu bar, click Go, click Go to Folder, type /Library/Printers, and then click Go.
  6. Click and drag the HP or Hewlett Packard folder to the Trash icon in the Dock.
  7. Right-click or Ctrl + click the Trash icon, and then select Empty Trash.
  8. Prepare the printer for the driver installation. Make sure it is turned on, cartridges are installed, and plain paper is loaded in the main tray.
  9. Go to 123.hp.com. This guided service automatically locates the correct print driver or app for your computer operating system version.
  10. Follow the instructions to download and install the driver or app. During the installation, select HP Smart or the full software option to get the most out of your HP printer, and then follow the steps to set up the printer connection.
Try to scan. If the error persists, continue to the next step.

Step 3: Troubleshoot the printer connection

At this point, the printer is probably not connected to your network or computer. Troubleshoot your printer connection type.

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