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Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
04-09-2020
02:11 PM
— last edited on
09-26-2021
11:43 PM
by
Chao_L
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Product: Envy 7640
Operating System: macOS 10.15 Catalina
using the latest MacOS 10.15.4, over a wifi network, the error occurs using scan link in printer control and HP Easy Scan and Image Capture. Printing works but can not connect to the scanner.
1 ACCEPTED SOLUTION
04-15-2020
01:00 AM
HP Recommended
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Had the same issue. This worked for me (from Apple Support Community — https://discussions.apple.com/thread/2535764
Try a reset of the printing system.
How to Reset the Printing System
1. Open System Preferences > Print & Fax
2. Move your mouse over the Printers list
3. Hold down the Control button and click the mouse (or right click if supported).
4. Click «Reset printing system …»
5. Restart your Mac
This will remove your printer and scanner queues but not your drivers. So you will only need to add your printer and scanner queues again.
7 REPLIES 7
Jay_G24
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HP Support Agent
04-14-2020
09:13 AM
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Hi @JoeSkelley
Welcome to the HP Support Community. I’d be happy to assist you with the «Scan error» issue.
Let’s try a power reset on the printer-
Reset the product
- With the printer turned on, disconnect the power cord from the rear of the printer.
- Unplug the power cord from the wall outlet.
- Wait at least 60 seconds.
- Plug the power cord back into the wall outlet.
- Reconnect the power cord to the printer.
- Turn the printer on. HP recommends plugging the printer directly into a wall outlet.
Try and scan, if the issue persists try the below steps.
try updating the printer’s firmware — HP Printers — Updating or Upgrading Printer Firmware
Update mac-How to update the software on your Mac
Hope this helps! Keep me posted.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
Click the “Kudos, Thumbs Up» on the bottom right to say “Thanks” for helping!
Have a great day!
1 person found this reply helpful
Was this reply helpful?
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04-15-2020
01:00 AM
HP Recommended
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Had the same issue. This worked for me (from Apple Support Community — https://discussions.apple.com/thread/2535764
Try a reset of the printing system.
How to Reset the Printing System
1. Open System Preferences > Print & Fax
2. Move your mouse over the Printers list
3. Hold down the Control button and click the mouse (or right click if supported).
4. Click «Reset printing system …»
5. Restart your Mac
This will remove your printer and scanner queues but not your drivers. So you will only need to add your printer and scanner queues again.
04-17-2020
01:58 AM
HP Recommended
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Hi, thanks for this, though I tried and it did not work. I ended up having to rest the printing system altogether and reboot my Mac. Appreciate the help, though!
1 person found this reply helpful
Was this reply helpful?
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04-17-2020
01:59 AM
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This worked like a charm. Thank you!
Was this reply helpful?
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04-17-2020
06:49 AM
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Glad I could help.
I think you marked the wrong post as a solution.
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04-17-2020
07:32 AM
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Likely. I couldn’t see the correct answer to mark it.
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05-14-2020
11:20 PM
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The solution that worked for me was to disable IPv6 on the printer’s web interface. On my Office Jet Pro 7740 that meant opening the web interface, selecting Network, General, Network protocols. Then deselect — Enable IPv4 and IPv6. Then select Enable IPv4 only.
17 people found this reply helpful
Was this reply helpful?
Yes
No
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on «Flag Post».
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
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- Printers
- Scanning, Faxing, and Copying
- «Failed to open a connection to the device (-21345)» Scannin…
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Your account also allows you to connect with HP support faster, access a personal dashboard to manage all of your devices in one place, view warranty information, case status and more.
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
04-09-2020
02:11 PM
— last edited on
09-26-2021
11:43 PM
by
Chao_L
HP Recommended
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Product: Envy 7640
Operating System: macOS 10.15 Catalina
using the latest MacOS 10.15.4, over a wifi network, the error occurs using scan link in printer control and HP Easy Scan and Image Capture. Printing works but can not connect to the scanner.
1 ACCEPTED SOLUTION
04-15-2020
01:00 AM
HP Recommended
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Had the same issue. This worked for me (from Apple Support Community — https://discussions.apple.com/thread/2535764
Try a reset of the printing system.
How to Reset the Printing System
1. Open System Preferences > Print & Fax
2. Move your mouse over the Printers list
3. Hold down the Control button and click the mouse (or right click if supported).
4. Click «Reset printing system …»
5. Restart your Mac
This will remove your printer and scanner queues but not your drivers. So you will only need to add your printer and scanner queues again.
7 REPLIES 7
Jay_G24
20,478
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HP Support Agent
04-14-2020
09:13 AM
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Hi @JoeSkelley
Welcome to the HP Support Community. I’d be happy to assist you with the «Scan error» issue.
Let’s try a power reset on the printer-
Reset the product
- With the printer turned on, disconnect the power cord from the rear of the printer.
- Unplug the power cord from the wall outlet.
- Wait at least 60 seconds.
- Plug the power cord back into the wall outlet.
- Reconnect the power cord to the printer.
- Turn the printer on. HP recommends plugging the printer directly into a wall outlet.
Try and scan, if the issue persists try the below steps.
try updating the printer’s firmware — HP Printers — Updating or Upgrading Printer Firmware
Update mac-How to update the software on your Mac
Hope this helps! Keep me posted.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
Click the “Kudos, Thumbs Up» on the bottom right to say “Thanks” for helping!
Have a great day!
1 person found this reply helpful
Was this reply helpful?
Yes
No
04-15-2020
01:00 AM
HP Recommended
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Had the same issue. This worked for me (from Apple Support Community — https://discussions.apple.com/thread/2535764
Try a reset of the printing system.
How to Reset the Printing System
1. Open System Preferences > Print & Fax
2. Move your mouse over the Printers list
3. Hold down the Control button and click the mouse (or right click if supported).
4. Click «Reset printing system …»
5. Restart your Mac
This will remove your printer and scanner queues but not your drivers. So you will only need to add your printer and scanner queues again.
04-17-2020
01:58 AM
HP Recommended
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Hi, thanks for this, though I tried and it did not work. I ended up having to rest the printing system altogether and reboot my Mac. Appreciate the help, though!
Was this reply helpful?
Yes
No
04-17-2020
01:59 AM
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This worked like a charm. Thank you!
Was this reply helpful?
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04-17-2020
06:49 AM
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Glad I could help.
I think you marked the wrong post as a solution.
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04-17-2020
07:32 AM
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Likely. I couldn’t see the correct answer to mark it.
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05-14-2020
11:20 PM
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The solution that worked for me was to disable IPv6 on the printer’s web interface. On my Office Jet Pro 7740 that meant opening the web interface, selecting Network, General, Network protocols. Then deselect — Enable IPv4 and IPv6. Then select Enable IPv4 only.
17 people found this reply helpful
Was this reply helpful?
Yes
No
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on «Flag Post».
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
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English
Open Menu
- Sign up
- Sign in
- HP Community
- Printers
- Scanning, Faxing, and Copying
- «Failed to open a connection to the device (-21345)» Scannin…
Create an account on the HP Community to personalize your profile and ask a question
Your account also allows you to connect with HP support faster, access a personal dashboard to manage all of your devices in one place, view warranty information, case status and more.
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
04-09-2020
02:11 PM
— last edited on
09-26-2021
11:43 PM
by
Chao_L
HP Recommended
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Product: Envy 7640
Operating System: macOS 10.15 Catalina
using the latest MacOS 10.15.4, over a wifi network, the error occurs using scan link in printer control and HP Easy Scan and Image Capture. Printing works but can not connect to the scanner.
1 ACCEPTED SOLUTION
04-15-2020
01:00 AM
HP Recommended
- Mark as New
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Had the same issue. This worked for me (from Apple Support Community — https://discussions.apple.com/thread/2535764
Try a reset of the printing system.
How to Reset the Printing System
1. Open System Preferences > Print & Fax
2. Move your mouse over the Printers list
3. Hold down the Control button and click the mouse (or right click if supported).
4. Click «Reset printing system …»
5. Restart your Mac
This will remove your printer and scanner queues but not your drivers. So you will only need to add your printer and scanner queues again.
7 REPLIES 7
Jay_G24
20,478
1,992
1,606
189,282
HP Support Agent
04-14-2020
09:13 AM
HP Recommended
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Hi @JoeSkelley
Welcome to the HP Support Community. I’d be happy to assist you with the «Scan error» issue.
Let’s try a power reset on the printer-
Reset the product
- With the printer turned on, disconnect the power cord from the rear of the printer.
- Unplug the power cord from the wall outlet.
- Wait at least 60 seconds.
- Plug the power cord back into the wall outlet.
- Reconnect the power cord to the printer.
- Turn the printer on. HP recommends plugging the printer directly into a wall outlet.
Try and scan, if the issue persists try the below steps.
try updating the printer’s firmware — HP Printers — Updating or Upgrading Printer Firmware
Update mac-How to update the software on your Mac
Hope this helps! Keep me posted.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
Click the “Kudos, Thumbs Up» on the bottom right to say “Thanks” for helping!
Have a great day!
1 person found this reply helpful
Was this reply helpful?
Yes
No
04-15-2020
01:00 AM
HP Recommended
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Had the same issue. This worked for me (from Apple Support Community — https://discussions.apple.com/thread/2535764
Try a reset of the printing system.
How to Reset the Printing System
1. Open System Preferences > Print & Fax
2. Move your mouse over the Printers list
3. Hold down the Control button and click the mouse (or right click if supported).
4. Click «Reset printing system …»
5. Restart your Mac
This will remove your printer and scanner queues but not your drivers. So you will only need to add your printer and scanner queues again.
04-17-2020
01:58 AM
HP Recommended
- Mark as New
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Hi, thanks for this, though I tried and it did not work. I ended up having to rest the printing system altogether and reboot my Mac. Appreciate the help, though!
Was this reply helpful?
Yes
No
04-17-2020
01:59 AM
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This worked like a charm. Thank you!
Was this reply helpful?
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04-17-2020
06:49 AM
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Glad I could help.
I think you marked the wrong post as a solution.
Was this reply helpful?
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04-17-2020
07:32 AM
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Likely. I couldn’t see the correct answer to mark it.
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05-14-2020
11:20 PM
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The solution that worked for me was to disable IPv6 on the printer’s web interface. On my Office Jet Pro 7740 that meant opening the web interface, selecting Network, General, Network protocols. Then deselect — Enable IPv4 and IPv6. Then select Enable IPv4 only.
17 people found this reply helpful
Was this reply helpful?
Yes
No
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on «Flag Post».
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
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Out of the blue, Image Scanner is no longer working. The error message says «Failed to open a connection to the device (-21345)»
I have a Mac, wirelessly connected to a HP8600 printer. Using Catalina operating system.
Tried unplugging printer, printer power cable, and then replugging everything after several minutes. No luck.
iMac 21.5″,
macOS 10.13
Posted on Oct 23, 2020 3:57 AM
Question marked as
Apple recommended
Posted on Oct 23, 2020 10:59 AM
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I get the error «failed to open a connection to the scanner (-21345)».
Deleting and reinstalling the Printer driver does not fix the problem. My Mac is up to date. Any recommendations?
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5 replies
Question marked as
★
Helpful
Oct 23, 2020 10:37 AM in response to shspw
I have this also.
I have deleted the printer, re-added the printer, rebooted, unplugged printer multiple times. When adding the printer back not adds the printer and fax only, no scanner. The printer prints fine. The scanner is no longer visible to hp scan, preview or image capture.
Question marked as
★
Helpful
Nov 16, 2020 8:34 AM in response to shspw
while other posts suggest the solution is resetting the printer system under system preferences this was not a complete working solution for me. As a second step i needed to go to my printers websetup page (usually the printers IP adress) and deactivate IPv6 completely. only after deactivating and then resetting the printer system in macOS i was able to regain access to my scanner completely.
hope this helps!
Question marked as
★
Helpful
Nov 18, 2020 9:33 AM in response to shspw
I was able to solve this problem by adding my scanner’s software to the list of allowed software connections under the Security & Privacy, Firewall, Firewall Options setting page. Once you have the Firewall Options screen open, click the plus sign and then locate your scanner’s software. In my specific case, Epson Scan 2 was the application I needed to add to restore my Mac’s connection to my Epson scanner. FWW, my Epson scanner is directly connected via a USB cable. This solution also worked for my wireless Canon printer/scanner as well.
Question marked as
★
Helpful
Oct 24, 2020 2:28 AM in response to shspw
I have exactly the same problem with an HP Officejet 6500A. I have tried everything and nothing work. This problem starts on October 23rd out of blue !!!!
What could I do ?
Question marked as
★
Helpful
Oct 25, 2020 6:07 AM in response to Robert_France
I have got my HP scanner working! Obtain you HP printer’s IP address from network settings page in the printer and type this into your web browser. This opens the HP Embedded Web Server for your printer. Open the Scan tab. Load your document and press Start Scan button. Your scanner should now scan. To save the scanned image press the image preview button in the dark grey line near the bottom of the image. This will open Mac Preview and allow you to save the document to your Mac. Hope this works for you.
14 replies
Question marked as
★
Helpful
Oct 23, 2020 10:37 AM in response to shspw
I have this also.
I have deleted the printer, re-added the printer, rebooted, unplugged printer multiple times. When adding the printer back not adds the printer and fax only, no scanner. The printer prints fine. The scanner is no longer visible to hp scan, preview or image capture.
Question marked as
Apple recommended
Oct 23, 2020 5:44 PM in response to Old Toad
I have tried all the measures in that support article. The scanner is still invisible. But thanks for trying Old Toad. When I figure it out I will post my solution. It is still a «Failed to open a connection to the device (-21345)» issue whatever that means?
Question marked as
★
Helpful
Oct 24, 2020 2:28 AM in response to shspw
I have exactly the same problem with an HP Officejet 6500A. I have tried everything and nothing work. This problem starts on October 23rd out of blue !!!!
What could I do ?
Oct 25, 2020 4:41 AM in response to Robert_France
I also have the same problem but with an HP Photosmart Premium printer. The scanner worked fine on 23rd October but failed to work on 24th October. The printer works fine. still trying to find a solution.
Question marked as
★
Helpful
Oct 25, 2020 6:07 AM in response to Robert_France
I have got my HP scanner working! Obtain you HP printer’s IP address from network settings page in the printer and type this into your web browser. This opens the HP Embedded Web Server for your printer. Open the Scan tab. Load your document and press Start Scan button. Your scanner should now scan. To save the scanned image press the image preview button in the dark grey line near the bottom of the image. This will open Mac Preview and allow you to save the document to your Mac. Hope this works for you.
Oct 25, 2020 7:54 AM in response to DJB444
Yes it works that way but this is a lot less convenient…
Oct 25, 2020 10:00 AM in response to rocketchris
If all else fails or the other workarounds are a bit clumsy give the demo version of VueScan a try. Even though my Canon software works as does Image Capture I use VueScan exclusively as it is much more powerful than the other. You can run it in demo mode to see if it’s what you might want.
Oct 26, 2020 8:08 AM in response to Robert_France
Now resolved the issue. Removed my HP printer from Printers & scanners. Reset the NVRAM by shutting down my mac, then turned back on again immediately holding these four keys together: Option, Command, P and R. You can release the keys after about 20 seconds. Having done that I downloaded the latest drivers for my printer from HP.com and then added my printer back to the Mac. The printer AND scanner now works as it did before.
Oct 27, 2020 2:36 AM in response to DJB444
I’s working again and I didn’t do anything. Weird !!!
Oct 31, 2020 12:49 PM in response to DJB444
THANK YOU so much DJB444! I did this with the 3 computers I have affected and all is as it was before, worked perfect! The last 2 computers I didn’t download the drivers from HP, the AirPrint drivers worked fine. Thank you so much, hope your holidays are great this year! Stay safe!
Question marked as
★
Helpful
Nov 16, 2020 8:34 AM in response to shspw
while other posts suggest the solution is resetting the printer system under system preferences this was not a complete working solution for me. As a second step i needed to go to my printers websetup page (usually the printers IP adress) and deactivate IPv6 completely. only after deactivating and then resetting the printer system in macOS i was able to regain access to my scanner completely.
hope this helps!
Question marked as
★
Helpful
Nov 18, 2020 9:33 AM in response to shspw
I was able to solve this problem by adding my scanner’s software to the list of allowed software connections under the Security & Privacy, Firewall, Firewall Options setting page. Once you have the Firewall Options screen open, click the plus sign and then locate your scanner’s software. In my specific case, Epson Scan 2 was the application I needed to add to restore my Mac’s connection to my Epson scanner. FWW, my Epson scanner is directly connected via a USB cable. This solution also worked for my wireless Canon printer/scanner as well.
Failed to open a connection to the device (-21345)
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Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
10-26-2020
04:31 PM
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Product: HP Color LaserJet Pro MFP M180nw
Operating System: macOS 10.15 Catalina
The scanner on my printer suddenly stopped working. It’s definitely a software issue because my printer is working just fine. I finally figured some of the problem out and was able to get HP Easy Scan (which would previously not allow me to open it) to at least scan a document, but the Preview scan doesn’t show. I also no longer have the HP Scanner icon in my Dock which is how I used to tell my scanner to start a scan. When I try to install HP Easy Scan so that it shows up in my dock, it doesn’t do anything. So in order to scan, I have to go to System Preferences, Printers & Scanners, then click on Scan, then click on Open Scanner. I need a shortcut like I used to have!! Why is my HP Easy Scan not installing??
1 ACCEPTED SOLUTION
Kumar0307
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10-31-2020
06:01 AM
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@bethlipp
-
Make sure your printer is on and connected to your Mac with a USB cable or local wireless network.
-
Open Finder
, select Applications, and then look for HP Easy Scan.-
If HP Easy Scan displays in the list, open it. On the upper bar, click HP Easy Scan, and then click Check for Updates. Download any available updates, and then reopen the app.
-
-
Update HP Easy Scan: Open HP Easy Scan. On the upper bar, click HP Easy Scan, click Check for Updates, and then install any available updates.
-
-
If HP Easy Scan does not display, download and install the HP Easy Scan app from the App Store, and then open the app.
-
, select Applications, and then look for HP Easy Scan.
Let me know how this goes.
KUMAR0307
I am an HP Employee
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Kumar0307
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10-29-2020
11:18 AM
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@bethlipp, Welcome to the HP Support Community!
Let us try these steps to resolve this issue:
Update the printer firmware
Click here to know different methods of updating printer firmware.
Also, check for any software updates on MAC
Click the Apple icon > About This Mac > Software Update and install any available update.
Re-install the printer using Airprint driver
1.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.
2.) Check if your printer name displays in the Printers list, If your printer is listed, click the printer name, click the minus sign to delete the printer.
3.) If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button at the bottom of the list.
4.) Click the plus sign, click Add Printer or Scanner, click the printer name.
5.) Click the Use or Print Using menu, select AirPrint in the pop-up menu. Then click Add.
Note: Use Bonjour multifucntion.
6.) Try to print and scan.
Use one of the 3 methods shown in this document to scan from your MAC — How to scan
To create a shortcut on the dock:
- Open System Preferences
- Select the «Printers & Scanners» control panel
- Select the Scanner that you want to create the shortcut for
- Once the scanning window opens, right-click on the Scanner’s application icon on the right side of your dock, and select «option/keep on dock»
- Next time you want to open the scanner, just click on its docked icon
Hope this helps! Keep me posted.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
Click the “Kudos, Thumbs Up» on the bottom right to say “Thanks” for helping!
Have a great day!
KUMAR0307
I am an HP Employee
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10-30-2020
02:28 PM
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Thanks for your help! I was able to try AGAIN to reinstall the printer firmware (I had done that recently, but did it again), as well as software updates for my MAC. I also installed ReadIrisPro which I was finally able to figure out and it is installed. So now I can use my scanner, but I can’t get a scanner shortcut on my dock. Previously, I used HP Easy Scan and there was a nice shortcut in my dock to go straight to scanning. But I’ve tried and tried to install HP Easy Scan. I don’t know HOW it was uninstalled, something with software changes in my last printer firmware update because that’s the point when my scanner quit working. When I click on GET (HP Easy Scan) in the Apple Store, and then click INSTALL, it waits a few seconds then goes back to GET. It never installs it. So whatever upgraded firmware was installed on the printer is not compatible with HP Easy Scan. Yes, I can still scan, but I have to go to System Preferences, then Printers/Scanners, then I have to click on «OPEN SCANNER» just to scan. That’s a pain. If there’s a solution to enable HP Easy Scan, I would love to know it!
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Kumar0307
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@bethlipp
-
Make sure your printer is on and connected to your Mac with a USB cable or local wireless network.
-
Open Finder
, select Applications, and then look for HP Easy Scan.-
If HP Easy Scan displays in the list, open it. On the upper bar, click HP Easy Scan, and then click Check for Updates. Download any available updates, and then reopen the app.
-
-
Update HP Easy Scan: Open HP Easy Scan. On the upper bar, click HP Easy Scan, click Check for Updates, and then install any available updates.
-
-
If HP Easy Scan does not display, download and install the HP Easy Scan app from the App Store, and then open the app.
-
Let me know how this goes.
KUMAR0307
I am an HP Employee
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11-04-2020
09:21 AM
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Thank you, Kumar0307, for your help! My scanner is finally back to working great!
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Kumar0307
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@bethlipp
Glad to know that the issue is now resolved. Feel free to contact us with any concerns related to HP products.
Happy to help!
KUMAR0307
I am an HP Employee
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11-30-2020
10:18 PM
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@kumar0307 … I tried the solution you provided but it did not work. I had the issues listed below and hoped your solution would be the help I needed. I initially had the HP Easy Scan but it would not open. I deleted it. Then reinstalled via App Store. Once installed, I still get the same error messages as before. Also, when I try to locate/select the ‘Check for Updates…’ option it is not there.
My OfficeJet 6970 printer seems to be working, however I still cannot get my scanner to work. I get pop-up errors like the ‘Failed to open a connection to the device -21345″ as well as «HP Scanner 3 will damage your computer» and «The application ‘HP Scanner 3’ can’t be opened 9» and «Scanner reported an error/Failed to open a connection to the device» and «‘HP Scanner 3’ will damage your computer/This file was downloaded on an unknown date».
Are you able to assist?
[I really don’t want to buy another printer all-in-one (especially an HP one due to potentially running into same issue)].
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12-02-2020
08:26 AM
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@kumar0307 … I tried the solution you provided but it did not work. I had the issues listed below and hoped your solution would be the help I needed. I initially had the HP Easy Scan but it would not open. I deleted it. Then reinstalled via App Store. Once installed, I still get the same error messages as before. Also, when I try to locate/select the ‘Check for Updates…’ option it is not there.
My OfficeJet 6970 printer seems to be working, however I still cannot get my scanner to work. I get pop-up errors like the ‘Failed to open a connection to the device -21345″ as well as «HP Scanner 3 will damage your computer» and «The application ‘HP Scanner 3’ can’t be opened 9» and «Scanner reported an error/Failed to open a connection to the device» and «‘HP Scanner 3’ will damage your computer/This file was downloaded on an unknown date».
Are you able to assist?
[I really don’t want to buy another printer all-in-one (especially an HP one due to potentially running into same issue)].
Was this reply helpful?
Yes
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Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
10-26-2020
04:31 PM
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Product: HP Color LaserJet Pro MFP M180nw
Operating System: macOS 10.15 Catalina
The scanner on my printer suddenly stopped working. It’s definitely a software issue because my printer is working just fine. I finally figured some of the problem out and was able to get HP Easy Scan (which would previously not allow me to open it) to at least scan a document, but the Preview scan doesn’t show. I also no longer have the HP Scanner icon in my Dock which is how I used to tell my scanner to start a scan. When I try to install HP Easy Scan so that it shows up in my dock, it doesn’t do anything. So in order to scan, I have to go to System Preferences, Printers & Scanners, then click on Scan, then click on Open Scanner. I need a shortcut like I used to have!! Why is my HP Easy Scan not installing??
1 ACCEPTED SOLUTION
Kumar0307
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@bethlipp
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Make sure your printer is on and connected to your Mac with a USB cable or local wireless network.
-
Open Finder
, select Applications, and then look for HP Easy Scan.-
If HP Easy Scan displays in the list, open it. On the upper bar, click HP Easy Scan, and then click Check for Updates. Download any available updates, and then reopen the app.
-
-
Update HP Easy Scan: Open HP Easy Scan. On the upper bar, click HP Easy Scan, click Check for Updates, and then install any available updates.
-
-
If HP Easy Scan does not display, download and install the HP Easy Scan app from the App Store, and then open the app.
-
Let me know how this goes.
KUMAR0307
I am an HP Employee
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7 REPLIES 7
Kumar0307
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10-29-2020
11:18 AM
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@bethlipp, Welcome to the HP Support Community!
Let us try these steps to resolve this issue:
Update the printer firmware
Click here to know different methods of updating printer firmware.
Also, check for any software updates on MAC
Click the Apple icon > About This Mac > Software Update and install any available update.
Re-install the printer using Airprint driver
1.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.
2.) Check if your printer name displays in the Printers list, If your printer is listed, click the printer name, click the minus sign to delete the printer.
3.) If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button at the bottom of the list.
4.) Click the plus sign, click Add Printer or Scanner, click the printer name.
5.) Click the Use or Print Using menu, select AirPrint in the pop-up menu. Then click Add.
Note: Use Bonjour multifucntion.
6.) Try to print and scan.
Use one of the 3 methods shown in this document to scan from your MAC — How to scan
To create a shortcut on the dock:
- Open System Preferences
- Select the «Printers & Scanners» control panel
- Select the Scanner that you want to create the shortcut for
- Once the scanning window opens, right-click on the Scanner’s application icon on the right side of your dock, and select «option/keep on dock»
- Next time you want to open the scanner, just click on its docked icon
Hope this helps! Keep me posted.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
Click the “Kudos, Thumbs Up» on the bottom right to say “Thanks” for helping!
Have a great day!
KUMAR0307
I am an HP Employee
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10-30-2020
02:28 PM
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Thanks for your help! I was able to try AGAIN to reinstall the printer firmware (I had done that recently, but did it again), as well as software updates for my MAC. I also installed ReadIrisPro which I was finally able to figure out and it is installed. So now I can use my scanner, but I can’t get a scanner shortcut on my dock. Previously, I used HP Easy Scan and there was a nice shortcut in my dock to go straight to scanning. But I’ve tried and tried to install HP Easy Scan. I don’t know HOW it was uninstalled, something with software changes in my last printer firmware update because that’s the point when my scanner quit working. When I click on GET (HP Easy Scan) in the Apple Store, and then click INSTALL, it waits a few seconds then goes back to GET. It never installs it. So whatever upgraded firmware was installed on the printer is not compatible with HP Easy Scan. Yes, I can still scan, but I have to go to System Preferences, then Printers/Scanners, then I have to click on «OPEN SCANNER» just to scan. That’s a pain. If there’s a solution to enable HP Easy Scan, I would love to know it!
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Kumar0307
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10-31-2020
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@bethlipp
-
Make sure your printer is on and connected to your Mac with a USB cable or local wireless network.
-
Open Finder
, select Applications, and then look for HP Easy Scan.-
If HP Easy Scan displays in the list, open it. On the upper bar, click HP Easy Scan, and then click Check for Updates. Download any available updates, and then reopen the app.
-
-
Update HP Easy Scan: Open HP Easy Scan. On the upper bar, click HP Easy Scan, click Check for Updates, and then install any available updates.
-
-
If HP Easy Scan does not display, download and install the HP Easy Scan app from the App Store, and then open the app.
-
Let me know how this goes.
KUMAR0307
I am an HP Employee
Was this reply helpful?
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11-04-2020
09:21 AM
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Thank you, Kumar0307, for your help! My scanner is finally back to working great!
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Kumar0307
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@bethlipp
Glad to know that the issue is now resolved. Feel free to contact us with any concerns related to HP products.
Happy to help!
KUMAR0307
I am an HP Employee
Was this reply helpful?
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11-30-2020
10:18 PM
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@kumar0307 … I tried the solution you provided but it did not work. I had the issues listed below and hoped your solution would be the help I needed. I initially had the HP Easy Scan but it would not open. I deleted it. Then reinstalled via App Store. Once installed, I still get the same error messages as before. Also, when I try to locate/select the ‘Check for Updates…’ option it is not there.
My OfficeJet 6970 printer seems to be working, however I still cannot get my scanner to work. I get pop-up errors like the ‘Failed to open a connection to the device -21345″ as well as «HP Scanner 3 will damage your computer» and «The application ‘HP Scanner 3’ can’t be opened 9» and «Scanner reported an error/Failed to open a connection to the device» and «‘HP Scanner 3’ will damage your computer/This file was downloaded on an unknown date».
Are you able to assist?
[I really don’t want to buy another printer all-in-one (especially an HP one due to potentially running into same issue)].
Was this reply helpful?
Yes
No
12-02-2020
08:26 AM
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@kumar0307 … I tried the solution you provided but it did not work. I had the issues listed below and hoped your solution would be the help I needed. I initially had the HP Easy Scan but it would not open. I deleted it. Then reinstalled via App Store. Once installed, I still get the same error messages as before. Also, when I try to locate/select the ‘Check for Updates…’ option it is not there.
My OfficeJet 6970 printer seems to be working, however I still cannot get my scanner to work. I get pop-up errors like the ‘Failed to open a connection to the device -21345″ as well as «HP Scanner 3 will damage your computer» and «The application ‘HP Scanner 3’ can’t be opened 9» and «Scanner reported an error/Failed to open a connection to the device» and «‘HP Scanner 3’ will damage your computer/This file was downloaded on an unknown date».
Are you able to assist?
[I really don’t want to buy another printer all-in-one (especially an HP one due to potentially running into same issue)].
Was this reply helpful?
Yes
No
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on «Flag Post».
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
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Вы можете получить эту ошибку, когда попытаетесь использовать свой сканер из Image Capture, Preview, или в настройках «Принтеры и сканеры».
При попытке подключиться к вашему сканеру и начать сканирование вы можете получить сообщение о том, что у вас нет разрешения на открытие приложения, за которым следует имя вашего драйвера сканера. В сообщении говорится, что следует обратиться за помощью к вашему компьютеру или сетевому администратору, или указано, что вашему Mac не удалось установить соединение с устройством (-21345). Выполните следующие действия, чтобы решить проблему:
- Закройте все открытые приложения.
- В строке меню Finder выберите «Перейти»> «Перейти в папку».
- Тип
/Library/Image Capture/Devices, затем нажмите Return. - В открывшемся окне дважды щелкните приложение, указанное в сообщении об ошибке. Это имя вашего драйвера сканера. При открытии ничего не должно происходить.
- Закройте окно и откройте приложение, которое вы использовали для сканирования. Новое сканирование должно пройти нормально. Если позже вы решите сканировать из другого приложения и получите ту же ошибку, повторите эти шаги.
Ожидается, что эта проблема будет решена в будущем обновлении программного обеспечения.
Дата публикации: 13 августа 2021
Question :
I have have just upgraded to a new MacBook Air M1 2020 (with an Apple M1 processor) running macOS 11.0 Big_Sur. Now, I am trying to get my Canon PIXMA MG3250 All-in-one printer-scanner to work with it… but even though I can get the printer function to work, when I want it to scan I get an error…
Installing the Canon MG3250 through System Preferecens > Printers & Scanners > Add Printer was really simple as it was immediately seen through Bonjour. After installing, the MG3250’s icon is listed on the left, and when I click it, the window opens where I can choose either the “Print” or the “Scan” tab. After choosing the later, I get the “Open scanner”-button, and when I click that, the built-in macOS scanner-app opens the “Scanner” window… which gives this error : “Failed to open a connection to the device (-121345)” each time I try. I just can’t get it to work.
What is wrong ?
Answer :
When you get this error in this setup, you will probably have gotten an error saying “IJScanner3” also. Do this to fix it :
- goto the Canon UK website : https://www.canon.co.uk
- there, browse to the PIXMA MG3250’s Driver Support-page or go there directly using this link : https://www.canon.co.uk/support/consumer_products/products/fax__multifunctionals/inkjet/pixma_mg_series/pixma_mg3250.html?type=drivers&language=en&os=macos%2010.15%20(catalina)
- Yes, that’s right, even though you are running macOS 11.0 Big_Sur and Canon tells you there is no driver for such an advanced OS, the macOS 10.15 Catalina driver still works
- when you see the ICA Driver Ver. 4.0.0a (Mac) version listed, click the blue download button to download
- in your downloads folder, you will now find a file called miss-mac-ijscanner3-4_0_0-ea19_2.dmg
- click that file and it will mount an installer called Canon IJScanner3_040000.pkg
- click that file and the 2020-version of the scanner driver will be installed
- when done, make sure the System Preferences are closed
- then open System Preferences > Printers & Scanners > MG3250 again and click the “Open Scanner”-button
- now, the built-in scanner-app will open the Scanner-window again, but hits time without the error… so you are good to go !
That’s it !
enjoy 😉
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ask a new question.
Widespread Scan Failure per error 21345 — unresolved too long (April 2022)
Reviewing the literally hundreds of blogs complaining about scanning malfunction via the last few MacOS updates, can be summarised as follows:
- Error 21345 is widespread across all Macs, scanner/printer brands & connection types (USB, Bluetooth, LAN).
- Everyone confirms that their printers still work but their scanners do not.
- Everyone confirms that their scanners worked fine until they upgraded to a recent MacOS.
- Cannot scan from either Image Capture or direct from Printers & Scanners via System Preferences.
- Updating scan/printer drivers has not resolved the problem.
- Turning Macs & scanner/printers on & off doesn’t fix anything.
- ‘Resetting the Printing System’ via System Preferences doesn’t fix anything.
- ‘Opening’ the printer/scanner file in Library/Image Capture/Devices/’scanner-printer name’ doesn’t fix anything either.
In summary, none of these blogger & Apple advice works, but it’s clearly an Apple failure that requires Apple to resolve & issue an update ASAP.
It’s frustrating that there is no clear acknowledgement of this failure by Apple together with a published commitment to address it & timeline.
Quite frankly, how difficult can it be to ensure the scan function continues to work regardless of any update, etc….seriously?
Now, can we please get a responsible, succinct response from an Apple professional to the basic but important issue?
Very disgruntled,
JPRJ
MacBook Air 13″,
macOS 12.3
Posted on Apr 1, 2022 2:07 AM
Well, I’m eating some humble bread today but very thankful for it.
I spoke to Apple Tech Support who found the latest Canon scanner drivers to download that I wasn’t aware of &, sure enough, problem fixed. My MacBook Air now recognises my Canon scanner & scans.
So, in my case at least, I simply didn’t have the latest scanner drivers compatable with Monterey.
I hope this feedback may help others in the same boat.
Happy again,
JPRJ 🙂
Posted on Apr 3, 2022 10:51 PM
Similar questions
-
failed to open a connection to the scanner (-21345)
OS 11.6 on MacBook Air 13 inch. HP OfficeJet Pro 8035 (Bonjour Secure Airprint). I was fine on Oct. 1 (Friday), but I noticed a request to make changes to print settings. Today (Oct. 4), I CANNOT open the scanner with Image Capture, PDF Scanner or the new Scan button on Printer (System Preferences, Printers & Scanners, Scan button).
I get the error «failed to open a connection to the scanner (-21345)».
Deleting and reinstalling the Printer driver does not fix the problem. My Mac is up to date. Any recommendations?
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scanning problems after latest update
I have just updated to Mojave 10.14.5 and my lexmark mb2546 printer is no longer able to send scan data, I get an error message that «an error occurred communicating with the scanner (-9923) I have looked this error up and have deleted my printers from system prefs and reinstalled them but the message is still there. I am able to print without any problem so I know its not a communication problem per se, and the scanner button is present in sys prefs so I know the mac thinks it can scan from the Lexmark but no scanning is possible
147
3
-
Macbook Pro will no longer scan wirelessly or USB from any printer.
Gives error message: An error occurred while communicating with the scanner (-9923). Late 2013, running 10.12.6.Scanning won’t work wirelessly or via USB from two different printers (HP Officejet 8710 and Epson XP-640) which makes me think its an internal Mac issue. I have reset the HP Printer as suggested (pulling the power and letting it sit for several minutes). Attempted scanning from both HP Easy Scan and Image Capture. Suggestions?604
1
Widespread Scan Failure per error 21345 — unresolved too long (April 2022)
Вы можете получить эту ошибку, когда попытаетесь использовать свой сканер из Image Capture, Preview, или в настройках «Принтеры и сканеры».
При попытке подключиться к вашему сканеру и начать сканирование вы можете получить сообщение о том, что у вас нет разрешения на открытие приложения, за которым следует имя вашего драйвера сканера. В сообщении говорится, что следует обратиться за помощью к вашему компьютеру или сетевому администратору, или указано, что вашему Mac не удалось установить соединение с устройством (-21345). Выполните следующие действия, чтобы решить проблему:
- Закройте все открытые приложения.
- В строке меню Finder выберите «Перейти»> «Перейти в папку».
- Тип
/Library/Image Capture/Devices, затем нажмите Return. - В открывшемся окне дважды щелкните приложение, указанное в сообщении об ошибке. Это имя вашего драйвера сканера. При открытии ничего не должно происходить.
- Закройте окно и откройте приложение, которое вы использовали для сканирования. Новое сканирование должно пройти нормально. Если позже вы решите сканировать из другого приложения и получите ту же ошибку, повторите эти шаги.
Ожидается, что эта проблема будет решена в будущем обновлении программного обеспечения.
Дата публикации: 13 августа 2021
After trying to scan from my Brother Printer MFC-J995DW using my Mac under Catalina, I faced this problem and found a solution, related to IPV6 address conflicting with the AirPrint scanning feature. So here is a small step by step to help you resolve this issue.
- Open the web interface from either the IP address of the printer or by the settings page and then click Options & Supplies. Then on the new window, click «Show Printer Web Page«.
Printers and scanner, options and supplies…
Show Printer Web Page…
- Connect to the web interface of the printer and log in.
The admin password for recent Brother printers is located behind the printer on a sticker.
Still cannot log in? Skip to the alternative method using the printer only by scrolling down.
- Select the Network Tab (cf. capture image below 1), The Wireless (2)(or Wired if your Printer is connected via Ethernet cable), IPv6 (3).
Capture image of the Network Tab Navigation to disable IPv6
- Locate the IPv6 and select the Disabled option (4), and click Submit (5)
You’re all set, you should now be able to scan with your printer using the AirPrint driver from MacOS.
Alternative Method directly from the printer
Touchscreen models:
-
Press this icon (Settings) on the Touchscreen.
-
Press All Settings.
-
Press Network.
-
Do one of the following:
-
If your printer is connected to your router via ethernet: Press Wired LAN.
-
If your printer is connected via WiFi: Press WLAN.
-
Press TCP/IP.
-
Press ▲ or ▼ to display IPv6. Press IPv6.
-
Press On or Off.
MFC with keypad
-
Press Menu on the printer’s keypad.
-
Press ▲ or ▼ to display Network. Press OK.
-
Do one of the following (if you see TCP/IP skip to Step #4):
-
Wired Users: Select Wired LAN and press on OK.
-
Wireless Users: Select WLAN and press on OK.
-
Press OK on TCP/IP.
-
Press ▲ or ▼ to display IPv6. Press Ok
-
Select On or Off and press OK.
HL printer with keypad
-
Press ▲ or ▼ to choose Network and press OK.
-
Do one of the following:
-
Wired Users : Press ▲ or ▼ to choose Wired LAN and press OK.
-
Wireless Users: Press ▲ or ▼ to choose WLAN and press OK.
-
Press ▲ or ▼ to choose TCP/IP and press OK.
-
Press ▲ or ▼ to choose IPv6 and press OK.
-
Press ▲ or ▼ to choose On or Off and press OK.
-
Turn the machine’s power off and then on again.