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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 printer is not found. One of the following communication or connection errors displays and the scan fails.
  • 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: Confirm if the issue is also printing-related
The steps in this document resolve communication and connection errors when scanning only.
If you have a connection issue when both printing and scanning, use the following resources to resolve the issue:
  • For wired connections, make sure the cable is connected to the printer Ethernet port and to an available port on the router. If the green link is not steady and the orange activity light is not blinking, restart the router, printer, and computer to resolve any network error states.
If you have a connection issue when scanning only, continue to the next step.
Step 2: Restart devices and check driver scan settings
Restarting the computer and printer can restore the scan connection and scan options, then check the scanning settings on the Mac.
  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 the computer, then restart the computer.
  4. Turn on the printer.
  5. On the desktop, double-click Macintosh HD, click Applications, click the Hewlett-Packard or HP folder, then double-click HP Utility.
      note:
    If HP Utility is not in the folder, skip to the step to install the HP software for your printer.
  6. Under Scan Settings, click Scan to Computer, then make sure the Enable Scan to Computer check box is selected.
  7. Try to scan.
If the error persists, continue to the next step.
Step 3: Check the network and printer connection status
Make sure your network is working correctly and that the printer is ready for scanning.
  1. If you are using a wireless router, check your router’s documentation or support site to make sure it meets the following requirements:
    • Many routers can operate in both 2.4 GHz and 5.0 GHz frequency bands, but not all HP printers support both bands. Make sure the 2.4 GHz router band is enabled and broadcasting. If the router broadcasts separate network names (SSIDs) for each band, connect the printer to the 2.4 GHz band SSID.
    • Make sure the router supports Bonjour, Apple's network discovery software. It must also support forwarding Bonjour packets.
    If your router does not meet these requirements, scan connections can fail.
  2. Make sure the printer is ready for the network scanning.
    • Wireless network connection: On the printer, open the Wireless network or Settings menu to make sure the wireless signal is turned on. Make sure the light next to the Wireless icon is on and steady.
    • Wired network connection: Make sure the cable is connected to the printer Ethernet port and to an available port on the router. The green link light should be steady, and the orange activity light should blink.
      Connect the Ethernet cable to the printer and to the router
  3. On the Mac, click the network icon in the menu bar to view the network name and status of the connection.
    • If the network shown is not yours (for instance, if you connected to a neighbor's or a guest network), you must reconnect to your own network to scan.
    • If the network signal strength is weak, move the computer and printer closer to the router, position the devices away from large metal objects such as bookcases, and move away from devices that emit radio signals such as microwaves and cordless phones.
    • If the network status is not connected, confirm that your network is working correctly, then check the status again. Make sure a check mark displays next to the network name.
  4. If you are using a Virtual Private Network (VPN), disconnect from it before scanning.
  5. Try to scan.
If the error persists, continue to the next step.
Step 4: Check third-party firewall software settings
If you installed a third-party firewall on your Mac, it could be the cause of scan communication issues. The firewall that comes with macOS and OS X does not impact scan communications.
Confirm the following port information is correct in your third-party firewall. For steps to check ports, consult the support documentation for your particular firewall software.
  • SOAP-based scan: port TCP (8289, 8989)
  • LEDM-based scan: port TCP 8080
  • ORBLite-based scan: port TCP 9500
  • HDT-based scan: ports TCP (9290, 8290) and for PML/SNMP TCP (161, 162) AirScan (uscan) - port TCP 8080 Secure AirScan (uscans) - port TCP 443 IPP (AirScan Scanner uses IPP as well) - port TCP 631
  • Bonjour Discovery: ports UDP (5350, 5351, 5353)
Step 5: Remove and re-add the printer
Remove the printer from the print queue, and then re-add it to clear any error states with the printer setup.
  1. Search the Mac for Print, then click Print & Fax, Print & Scan, or Printers & Scanners in the list of results.
  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.
    • If your printer is not listed in the Add Printer or Scanner window, confirm that the printer is connected to the same wired or wireless network as your Mac. See the Frequently asked questions in this document to try resolving connection issues, then try to add the printer again.
  3. Click the Use or Print Using box, and then select the name of your printer in the pop-up menu.
      note:
    Selecting another driver option might limit your printer functionality.
    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 6: Uninstall the printer driver and software
Resolve scan connection issues by uninstalling the printer software before reinstalling the latest driver.
  1. Click Finder in the Dock.
  2. In the menu bar, click Go, click Applications, and then open the HP or Hewlett Packard folder.
  3. Double-click HP Uninstaller, then follow the on-screen instructions to remove the HP software from the computer.
      note:
    If you have issues uninstalling the HP software, go to Uninstalling HP Printer Software (Mac) for more help.
When the uninstall is complete, continue to the next step.
Step 7: Reinstall the latest scan driver and software
Install the latest drivers to support printer scanning functions. Depending on your printer and operating system version 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 HP Downloads page, go to Installing a Mac Printer Driver Using Apple Software Update. Then see the scanning options 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 printer. The software installation prompts you to connect the cable if needed.
  3. If a Let's identify your product to get started page displays, click Printer, type your printer model number, and then click Submit.
    The software results page for your printer displays with the default operating system selected.
  4. If you need to change the operating system, click Change, select your version, and then click Change.
  5. Click Download next to HP Easy Start or next to the full feature driver, depending on the option that displays.
  6. Open the Downloads folder, and then open the HP Easy Start file or the full feature driver .dmg file to begin the installation.
  7. Follow the on-screen instructions to set up the printer connection and install the software.
  8. 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.
    Select your printer name in the Use menu on the Add screen
  9. Return to the HP installer to complete the installation.
If the error persists, continue to the next step.
Step 8: 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 methods to scan from the computer.
Step 9: Reset the print system
If the previous steps did not resolve the issue, try resetting the print system.
  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....
     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.
Frequently asked questions
Review these frequently asked questions about scan issues.

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