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HP ScanJet Pro 2000 s2, 3000 s3, 3000 s4, N4000 snw1, Enterprise Flow 5000 s5, 7000 s3, N7000 snw1 Sheet-feed Scanner - Troubleshoot scan issues when using a Mac OS X 10.11 or newer

Issue

When scanning a document, using an HP scanning software (HP Easy Scan, for example) on a Mac computer running a Mac OS X 10.11 or newer, from an HP ScanJet Pro 3000 s3 Sheet-feed Scanner, the following issues occur:
  • The scanner’s LED button flashes an amber light due to a paper jam.
    This issue occurs when the scan Mode option is set to Black & White in the scan software.
    Figura : Black & White Mode option
  • The scan software does not display a preview of the scanned image when the scan Mode option is set to Black & White.
    Figura : No Preview Image in Black & White scan mode
  • The scanner stops scanning, the LED button flashes an amber light, and a cancel message does not display when the Cancel button is pressed.
    Figura : Scanner stops scanning
  • The scanned image has a grey line at the bottom of a page when the scan resolution is set to 200 ppi or a higher value.
    Figura : Scanned page has a grey line at the bottom of a page

Solution

HP has submitted these issues to Apple as these issues are related to the Mac operating system. Apple is working on resolving these issues.
See the Workaround section to resolve the issues listed in this document.

Workaround

Select one of the following workarounds, depending on your issue:

Workaround for a paper jam issue

Follow these steps to resolve the issue:
  1. Open the HP scanning software (HP Utility, for example).
  2. From the Devices list, select your scanner.
  3. On the Scan Button screen, make sure to select the following settings:
    • For the scan Mode, select either the Color or Grayscale option from the drop-down list.
    • For the Filename, select the Scan Button from the drop-down list.
  4. Click Apply Now.
    Figura : Color Mode selection

Workaround to view a Preview of the scanned image

Follow these steps to resolve the issue:
  1. Open the HP Easy Scan software, and then select your scanner from the drop-down box.
  2. Select your scan type from the Presets menu, or if required, edit the presets selected.
  3. Click Scan, and then click Edit to modify the scanned image settings.
  4. For the scan Mode, select either the Color or Grayscale option from the drop-down list.
    Figura : Grayscale Mode selection in HP Easy Scan
After selecting the correct scan Mode, the preview of the scanned image is visible on the scan software.
Preview scan
Figura : Preview scan

Workaround when no Cancel message displays on the scanner after pressing the Cancel button

Follow these steps to resolve the issue:
  1. Remove the original documents from the input tray.
  2. Open the document feeder hatch cover, remove the paper from the paper path, and then close the document feeder hatch cover.
    nota:
    The LED error light on the scanner will not blink after closing the document feeder hatch cover.
  3. Place the original documents in the input tray.
  4. Open the HP scanning software, click on the Add icon to scan the documents.
    Figura : Add button in HP Easy Scan

Workaround for scanned images with a grey line at the bottom of a page

Follow these steps to resolve the issue:
  1. Open the HP Easy Scan software, and then select your scanner from the drop-down box.
  2. Select your scan type from the Presets menu, or if required, edit the presets selected.
  3. Click Scan, and then click the thumbnail of the scanned image.
  4. Click Edit to change the scan settings.
  5. Select a resolution value less than 200 ppi.
    Figura : Resolution set in HP Easy Scan
After setting a resolution less than 200 ppi value, the scanned image will not have a grey line at the bottom of the image.
Figura : Scanned image without a bottom line

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