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  • Information
    Information regarding recent vulnerabilities

    HP is aware of the recent class of vulnerabilities referred to as “speculative execution side-channel attacks”. HP has released a security bulletin for systems with Intel x86 processor, and will continue to provide more information on other processors (ARM, AMD) as it becomes available. 

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HP Printers - USB Scanner Connection Error (Mac)

This document is for HP multifunction printers connected to a Mac computer with a USB cable.
When you try to scan, the computer or the scanner is not found. One of the following communication or scan connection errors displays and the scan fails.
  • No scan options
  • An error occurred while communicating with the scanner
  • Computer not found
  • Cannot communicate with scanner
  • No Computer Detected
  • Scanner could not be initialized
  • Scanner not found
  • The HP imaging device was not found
Step 1: Restart the computer and printer
Restarting the computer and printer can restore the scan connection and scan options.
  1. Turn off the printer.
  2. Make sure the printer power cord connects directly to an electrical outlet and not through a surge protector or power strip.
  3. Close all running programs on your computer, then shut down the computer.
  4. Turn on the computer.
  5. Turn on the printer.
  6. Try to scan.
If the error persists, continue to the next step.
Step 2: Check the USB connection
Reconnect the USB cable to a different port directly on the computer. If problems continue, unplug all other devices from all USB ports on the computer, then use a different USB cable to connect the printer.
  • Reconnect the USB cable: Disconnect and reconnect the USB cable from the printer and the computer.
  • Connect to a different USB port: Connect the cable to a different USB port on the computer. If you are connecting to a USB 3.0 computer port, try connecting to a USB 2.0 port.
      note:
    Make sure you are plugging the USB cable into the USB outlet.
    Figure : Plugging the USB cable into the USB outlet
    Plugging the USB cable into the USB outlet
  • Disconnect from a USB hub or docking station: If you connected the printer through a USB hub or docking station, try connecting the cable directly to a port on the computer.
  • Try a different USB cable: Use a different USB cable. HP supports USB cables less than 3 meters (9 ft 10 in) in length.
  • Disconnect other USB devices: If you have several USB-connected devices, the computer might not have sufficient power for the USB ports to detect all of them. Disconnect other USB devices that are not in use.
    If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.
If the error persists, continue to the next step.
Step 3: Remove and re-add the printer to the Mac
Remove the printer from the print queue, and then re-add it to clear any possible error states with the printer setup.
  1. Search the Mac for Print, and then click Print & Fax, Print & Scan, or Printers & Scanners in the list of results.
    Figure : Example of the Printers & Scanners window
    Example of the Printers & Scanners window
  2. Check if the name of your printer displays in the Printers list. Do one of the following steps, depending on if the printer is listed or not.
    • If your printer is listed, remove and re-add the printer to confirm communication and that the correct driver is used. Click the name of your printer, click the minus sign , then delete the printer. Once the printer is removed, click the plus sign , click Add Printer or Scanner, click the name of your printer, then continue with the remaining steps.
    • If your printer is not listed, click the plus sign , click Add Printer or Scanner, click the name of your printer, then continue with the remaining steps.
  3. Click the Use or Print Using box, then select the name of your printer in the pop-up menu.
      note:
    Make sure you select the name of your printer and not AirPrint. Selecting AirPrint or a generic driver option from the Use menu can result in limited printer functionality.
    Figure : Select the name of your printer in the Use menu
    Image: Select the name of your printer in the Use menu
  4. Click Add to add the printer to the list.
  5. Close the System Preferences window.
  6. Try to scan.
If the issue persists, continue to the next step.
Step 4: Uninstall the printer driver and software
Resolve scan connection issues by uninstalling the printer software before reinstalling the latest driver.
  1. Disconnect the printer USB cable from the Mac.
  2. On the desktop, double-click Macintosh HD, click Applications, then click the Hewlett-Packard or HP folder.
  3. Double-click HP Uninstaller, then follow the on-screen instructions to remove the HP software from the computer.
    After completing the uninstall, click the Trash icon on the Dock, then click the Empty button.
      note:
    If HP Uninstaller is not in the applications list, continue to the next step.
  4. In Macintosh HD, double-click the Library folder, then double-click the Printers folder.
  5. Right-click (or Ctrl + click) the HP folder, and then select Move to Trash.
  6. Double-click the PPDs folder, double-click the Contents folder, then double-click the Resources folder.
  7. Right-click (or Ctrl + click) your printer in the list, then select Move to Trash.
  8. Click the Trash icon on the Dock, then click the Empty button.
  9. Click the Apple menu, then click System Preferences.
  10. Depending on your operating system, click Print & Fax, Print & Scan, or Printers & Scanners.
  11. In the Printers list, click your printer, then click the Minus button to delete the printer.
Continue to the next step.
Step 5: Reinstall the latest drivers and software
Install the latest print and scan drivers to resolve scanning issues. Depending on your printer and the operating system installed on your Mac, scanning might no longer function from the printer control panel.
  note:
If a full feature driver or HP Easy Start does not display on the Software and Driver Downloads page, go to Installing a Mac Printer Driver Using Apple Software Update. Then see the other scanning solutions in this document to complete scans from the computer.
  1. Turn on the printer.
  2. If your printer is connected to the computer with a USB cable, disconnect the cable from the computer.
  3. If prompted, select a method to identify your printer model, then follow the on-screen instructions to go to the downloads page.
  4. Click Download next to HP Easy Start or next to the full feature driver, depending on the option that displays.
  5. Open the Downloads folder, then open the HP Easy Start file or the full feature driver .dmg file to begin the installation.
  6. Follow the on-screen instructions to set up the printer connection and install the software.
  7. If you are prompted to add the printer to the printer queue, click the name of your printer, click the Use or Print Using menu, select the name of your printer in the pop-up menu, and then click Add.
    Figure : Select your printer name in the Use menu on the Add screen
    Select your printer name in the Use menu on the Add screen
  8. Return to the HP installer to complete the installation.
If the error persists, continue to the next step.
Step 6: Try other scanning solutions
Depending on your printer and the installed driver, the scan button on the printer control panel might not function. This does not mean your printer is unable to scan. Instead, use one of the following alternative methods to scan from the computer.
Step 7: Reset the print system
Resetting the print system can resolve scan connection errors.
  caution:
Resetting the print system deletes all printers in the queue. This includes both HP and non-HP printers.
  1. Right-click the blank space in the Printers list, then click Reset printing system....
    Figure : Resetting the print system
     Resetting the print system
  2. Click Reset in the confirmation window.
  3. Enter the Administrator name and password, then click OK.
  4. Wait for the printing system to reset. When complete, no printers should display in the list.
  5. Try installing the HP driver and software again, then add the printer to the Mac.
  6. Try to scan.

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