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David
David, Mac Support Specialist
Category: Mac
Satisfied Customers: 1253
Experience:  BSc, H.Dip, Apple Certified
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I have a new issue with my HP 2820 Color Laserjet (all in one)

Customer Question

I have a new issue with my HP 2820 Color Laserjet (all in one) which HP does not support on their website any longer. The scanner (HP Director) does not communicate with my Mac any longer. (3 weeks ago I installed OSX Lion and all updates - the HP worked fine until last Monday.
The HP Director has none in the bar which used to list my computer.

Here is what I have tried so far:
1. I disconnected the HP, my back up hard drive, uninstalled the HP software and re-installed it.
2. I did go to the HP website and found a blog for help with Mac users and Lion. I found a driver update HPPrinterDrivers2.8.dmg and installed it. Still my HP Director does not "see" my Mac.

Any ideas? I do need the scanner for my work.
Submitted: 2 years ago.
Category: Mac
Expert:  Lindie-mod replied 2 years ago.

Hi, I’m a moderator for this topic and I wonder whether you’re still waiting for an answer. If you are, please let me know and I will do my best to find an Expert to assist you right away. If not, feel free to let me know and I will cancel this question for you. Thank you!
Customer: replied 2 years ago.
Yes, I am interested in receiving an answer for my scanning issue. I have worked with Daniel in the past. If he is available and able to help, that would be great.
thanks,
bob
Expert:  Lindie-mod replied 2 years ago.
Sometimes, finding the right Expert can take a little longer than expected and we thank you greatly for your understanding. We’ll be in touch again shortly.
Expert:  David replied 2 years ago.
Hi. Have you tried Image Capture, I think you should be able to scan there. Open Applications and launch Image Capture, and your scanner should be available. Kind regards, David.
David, Mac Support Specialist
Category: Mac
Satisfied Customers: 1253
Experience: BSc, H.Dip, Apple Certified
David and 2 other Mac Specialists are ready to help you
Customer: replied 2 years ago.
I tried that upon your suggestion, but it says no scanner or camera set up.
Expert:  David replied 2 years ago.
Hi, Open Applications -> System Profiler. Click USB on the left, do you see your scanner in the list there?
Customer: replied 2 years ago.
I do not see system profiler. I see only system preferences.
Expert:  David replied 2 years ago.
Sorry, do you have System Information instead? It's changed in Lion.
Customer: replied 2 years ago.
No, not in applications. All I see is systems preference
Expert:  David replied 2 years ago.
Hi, Click on the Apple in the top left, and click 'About This Mac'. Then click 'More Info'. This is another way to open it.
Customer: replied 2 years ago.
I found system information... here is what is says:

System Information:

Version: 10.7
Last Modified: 12/13/11 6:55 PM
Kind: Intel
64-Bit (Intel): Yes
App Store: No
Get Info String: 10.7, Copyright 1997-2010 Apple, Inc.
Location: /Applications/Utilities/System Information.app
Expert:  David replied 2 years ago.
Hi, Thanks for your patience, can you click the System Report button at the bottom of that window and check USB.
Customer: replied 2 years ago.
I also found this under USB: (the HP2820 is my all-in-one)
USB Bus:

Host Controller Location: Built-in USB
Host Controller Driver: AppleUSBUHCI
PCI Device ID: 0x2831
PCI Revision ID: 0x0004
PCI Vendor ID: 0x8086
Bus Number: 0x3d

USB Bus:

Host Controller Location: Built-in USB
Host Controller Driver: AppleUSBUHCI
PCI Device ID: 0x2830
PCI Revision ID: 0x0004
PCI Vendor ID: 0x8086
Bus Number: 0x1d

USB Bus:

Host Controller Location: Built-in USB
Host Controller Driver: AppleUSBUHCI
PCI Device ID: 0x2832
PCI Revision ID: 0x0004
PCI Vendor ID: 0x8086
Bus Number: 0x5d

IR Receiver:

Product ID: 0x8242
Vendor ID: 0x05ac (Apple Inc.)
Version: 0.16
Speed: Up to 1.5 Mb/sec
Manufacturer: Apple Computer, Inc.
Location ID: 0x5d100000 / 2
Current Available (mA): 500
Current Required (mA): 100

IR Receiver:

Product ID: 0x8242
Vendor ID: 0x05ac (Apple Inc.)
Version: 0.16
Speed: Up to 1.5 Mb/sec
Manufacturer: Apple Computer, Inc.
Location ID: 0x5d100000 / 2
Current Available (mA): 500
Current Required (mA): 100

USB Bus:

Host Controller Location: Built-in USB
Host Controller Driver: AppleUSBUHCI
PCI Device ID: 0x2835
PCI Revision ID: 0x0004
PCI Vendor ID: 0x8086
Bus Number: 0x3a

deskjet 6122:

Product ID: 0x3404
Vendor ID: 0x03f0 (Hewlett Packard)
Version: 1.00
Serial Number: MY2922C18B50
Speed: Up to 12 Mb/sec
Manufacturer: hp
Location ID: 0x3a200000 / 2
Current Available (mA): 500
Current Required (mA): 2
1284 Device ID: MFG:hp;MDL:deskjet 6122;CID:hpdeskjet_6122DC93;CMD:MLC,PCL,PML,DW-PCL,DYN,DESKJET;CLS:PRINTER;DES:hp deskjet 6122;SN:MY2922C18B50;S:00808088800012002C1100058C208404F;P:0800,FL,B0;J: ;

deskjet 6122:

Product ID: 0x3404
Vendor ID: 0x03f0 (Hewlett Packard)
Version: 1.00
Serial Number: MY2922C18B50
Speed: Up to 12 Mb/sec
Manufacturer: hp
Location ID: 0x3a200000 / 2
Current Available (mA): 500
Current Required (mA): 2
1284 Device ID: MFG:hp;MDL:deskjet 6122;CID:hpdeskjet_6122DC93;CMD:MLC,PCL,PML,DW-PCL,DYN,DESKJET;CLS:PRINTER;DES:hp deskjet 6122;SN:MY2922C18B50;S:00808088800012002C1100058C208404F;P:0800,FL,B0;J: ;

USB Bus:

Host Controller Location: Built-in USB
Host Controller Driver: AppleUSBUHCI
PCI Device ID: 0x2834
PCI Revision ID: 0x0004
PCI Vendor ID: 0x8086
Bus Number: 0x1a

BRCM2046 Hub:

Product ID: 0x4500
Vendor ID: 0x0a5c (Broadcom Corp.)
Version: 1.00
Speed: Up to 12 Mb/sec
Manufacturer: Apple Inc.
Location ID: 0x1a100000 / 2
Current Available (mA): 500
Current Required (mA): 0

Bluetooth USB Host Controller:

Product ID: 0x820f
Vendor ID: 0x05ac (Apple Inc.)
Version: 1.80
Serial Number: 00231242B69A
Speed: Up to 12 Mb/sec
Manufacturer: Apple Inc.
Location ID: 0x1a110000 / 5
Current Available (mA): 500
Current Required (mA): 0

BRCM2046 Hub:

Product ID: 0x4500
Vendor ID: 0x0a5c (Broadcom Corp.)
Version: 1.00
Speed: Up to 12 Mb/sec
Manufacturer: Apple Inc.
Location ID: 0x1a100000 / 2
Current Available (mA): 500
Current Required (mA): 0

Bluetooth USB Host Controller:

Product ID: 0x820f
Vendor ID: 0x05ac (Apple Inc.)
Version: 1.80
Serial Number: 00231242B69A
Speed: Up to 12 Mb/sec
Manufacturer: Apple Inc.
Location ID: 0x1a110000 / 5
Current Available (mA): 500
Current Required (mA): 0

Bluetooth USB Host Controller:

Product ID: 0x820f
Vendor ID: 0x05ac (Apple Inc.)
Version: 1.80
Serial Number: 00231242B69A
Speed: Up to 12 Mb/sec
Manufacturer: Apple Inc.
Location ID: 0x1a110000 / 5
Current Available (mA): 500
Current Required (mA): 0

USB High-Speed Bus:

Host Controller Location: Built-in USB
Host Controller Driver: AppleUSBEHCI
PCI Device ID: 0x2836
PCI Revision ID: 0x0004
PCI Vendor ID: 0x8086
Bus Number: 0xfd

Built-in iSight:

Product ID: 0x8502
Vendor ID: 0x05ac (Apple Inc.)
Version: 1.60
Serial Number: 8T8970LA90003L00
Speed: Up to 480 Mb/sec
Manufacturer: Apple Inc.
Location ID: 0xfd400000 / 3
Current Available (mA): 500
Current Required (mA): 500

Keyboard Hub:

Product ID: 0x1006
Vendor ID: 0x05ac (Apple Inc.)
Version: 96.15
Serial Number: 0
Speed: Up to 480 Mb/sec
Manufacturer: Apple, Inc.
Location ID: 0xfd100000 / 2
Current Available (mA): 500
Current Required (mA): 300

Microsoft Wireless Optical Mouse® 1.00:

Product ID: 0x00e1
Vendor ID: 0x045e (Microsoft Corporation)
Version: 0.07
Speed: Up to 1.5 Mb/sec
Manufacturer: Microsoft
Location ID: 0xfd110000 / 5
Current Available (mA): 100
Current Required (mA): 100

Apple Keyboard:

Product ID: 0x0220
Vendor ID: 0x05ac (Apple Inc.)
Version: 0.69
Speed: Up to 1.5 Mb/sec
Manufacturer: Apple, Inc
Location ID: 0xfd120000 / 4
Current Available (mA): 100
Current Required (mA): 20

Built-in iSight:

Product ID: 0x8502
Vendor ID: 0x05ac (Apple Inc.)
Version: 1.60
Serial Number: 8T8970LA90003L00
Speed: Up to 480 Mb/sec
Manufacturer: Apple Inc.
Location ID: 0xfd400000 / 3
Current Available (mA): 500
Current Required (mA): 500

Keyboard Hub:

Product ID: 0x1006
Vendor ID: 0x05ac (Apple Inc.)
Version: 96.15
Serial Number: 0
Speed: Up to 480 Mb/sec
Manufacturer: Apple, Inc.
Location ID: 0xfd100000 / 2
Current Available (mA): 500
Current Required (mA): 300

Microsoft Wireless Optical Mouse® 1.00:

Product ID: 0x00e1
Vendor ID: 0x045e (Microsoft Corporation)
Version: 0.07
Speed: Up to 1.5 Mb/sec
Manufacturer: Microsoft
Location ID: 0xfd110000 / 5
Current Available (mA): 100
Current Required (mA): 100

Apple Keyboard:

Product ID: 0x0220
Vendor ID: 0x05ac (Apple Inc.)
Version: 0.69
Speed: Up to 1.5 Mb/sec
Manufacturer: Apple, Inc
Location ID: 0xfd120000 / 4
Current Available (mA): 100
Current Required (mA): 20

Microsoft Wireless Optical Mouse® 1.00:

Product ID: 0x00e1
Vendor ID: 0x045e (Microsoft Corporation)
Version: 0.07
Speed: Up to 1.5 Mb/sec
Manufacturer: Microsoft
Location ID: 0xfd110000 / 5
Current Available (mA): 100
Current Required (mA): 100

Apple Keyboard:

Product ID: 0x0220
Vendor ID: 0x05ac (Apple Inc.)
Version: 0.69
Speed: Up to 1.5 Mb/sec
Manufacturer: Apple, Inc
Location ID: 0xfd120000 / 4
Current Available (mA): 100
Current Required (mA): 20

USB High-Speed Bus:

Host Controller Location: Built-in USB
Host Controller Driver: AppleUSBEHCI
PCI Device ID: 0x283a
PCI Revision ID: 0x0004
PCI Vendor ID: 0x8086
Bus Number: 0xfa

Hub:

Product ID: 0x0416
Vendor ID: 0x050d (Belkin Corporation)
Version: 0.00
Speed: Up to 480 Mb/sec
Location ID: 0xfa200000 / 2
Current Available (mA): 500
Current Required (mA): 2

HP Color LaserJet 2820:

Product ID: 0x2617
Vendor ID: 0x03f0 (Hewlett Packard)
Version: 1.00
Serial Number: 00CNHC72C028
Speed: Up to 480 Mb/sec
Manufacturer: Hewlett-Packard
Location ID: 0xfa220000 / 3
Current Available (mA): 500
Current Required (mA): 2
1284 Device ID: MFG:Hewlett-Packard;CMD:PJL,PML,MLC,PCL,POSTSCRIPT,PCLXL;MDL:HP Color LaserJet 2820;CLS:PRINTER;DES:Hewlett-Packard Color LaserJet 2820;MEM:MEM=64MB;1284.4DL:4d,4e,1;COMMENT:RES=600x2;

Hub:

Product ID: 0x0416
Vendor ID: 0x050d (Belkin Corporation)
Version: 0.00
Speed: Up to 480 Mb/sec
Location ID: 0xfa200000 / 2
Current Available (mA): 500
Current Required (mA): 2

HP Color LaserJet 2820:

Product ID: 0x2617
Vendor ID: 0x03f0 (Hewlett Packard)
Version: 1.00
Serial Number: 00CNHC72C028
Speed: Up to 480 Mb/sec
Manufacturer: Hewlett-Packard
Location ID: 0xfa220000 / 3
Current Available (mA): 500
Current Required (mA): 2
1284 Device ID: MFG:Hewlett-Packard;CMD:PJL,PML,MLC,PCL,POSTSCRIPT,PCLXL;MDL:HP Color LaserJet 2820;CLS:PRINTER;DES:Hewlett-Packard Color LaserJet 2820;MEM:MEM=64MB;1284.4DL:4d,4e,1;COMMENT:RES=600x2;

HP Color LaserJet 2820:

Product ID: 0x2617
Vendor ID: 0x03f0 (Hewlett Packard)
Version: 1.00
Serial Number: 00CNHC72C028
Speed: Up to 480 Mb/sec
Manufacturer: Hewlett-Packard
Location ID: 0xfa220000 / 3
Current Available (mA): 500
Current Required (mA): 2
1284 Device ID: MFG:Hewlett-Packard;CMD:PJL,PML,MLC,PCL,POSTSCRIPT,PCLXL;MDL:HP Color LaserJet 2820;CLS:PRINTER;DES:Hewlett-Packard Color LaserJet 2820;MEM:MEM=64MB;1284.4DL:4d,4e,1;COMMENT:RES=600x2;




Expert:  David replied 2 years ago.
Hi, The printer appears there, but I'm not sure if it is connected to a Hub or to the Keyboard. Can you disconnect all USB devices and connect the printer directly, then restart and check Image Capture. If it is the same there is a software conflict and we will look mor eclosely at the HP software, thanks for your patience!
Customer: replied 2 years ago.
it is connected to a usb hub...
(as it always has been) I will move to back of iMac and restart.
Expert:  David replied 2 years ago.
OK, let me know if there is any difference in Image Capture or the HP software.
Customer: replied 2 years ago.
no difference from what I can see.

Here is USB info

USB Bus:

Host Controller Location: Built-in USB
Host Controller Driver: AppleUSBUHCI
PCI Device ID: 0x2835
PCI Revision ID: 0x0004
PCI Vendor ID: 0x8086
Bus Number: 0x3a

deskjet 6122:

Product ID: 0x3404
Vendor ID: 0x03f0 (Hewlett Packard)
Version: 1.00
Serial Number: MY2922C18B50
Speed: Up to 12 Mb/sec
Manufacturer: hp
Location ID: 0x3a200000 / 2
Current Available (mA): 500
Current Required (mA): 2
1284 Device ID: MFG:hp;MDL:deskjet 6122;CID:hpdeskjet_6122DC93;CMD:MLC,PCL,PML,DW-PCL,DYN,DESKJET;CLS:PRINTER;DES:hp deskjet 6122;SN:MY2922C18B50;S:00808088800012002C1100058C208404F;P:0800,FL,B0;J: ;


Here is System Information

System Information:

Version: 10.7
Last Modified: 12/13/11 6:55 PM
Kind: Intel
64-Bit (Intel): Yes
App Store: No
Get Info String: 10.7, Copyright 1997-2010 Apple, Inc.
Location: /Applications/Utilities/System Information.app
Expert:  David replied 2 years ago.
Hi, and is it the same in Image Capture and the HP software? What error do you see in the HP scan software?
Customer: replied 2 years ago.
The HP printer/scanner is listed four times (as its ip address, HP etc 2820, 2820 (9FAAED) and as HP 2820 @admin's computer.
None of which has scanning support.

_192_168_001_001 @ Bob Fiorillo’s iMac:

Status: Idle
Print Server: Local
Driver Version: 10.4
Default: No
Shared: Yes
URI: file:///dev/null
PPD: HP Color LaserJet 2800 Series
PPD File Version: 18.4
PostScript Version: (3011.001) 1
CUPS Version: 1.5.0 (cups-297.2)
Fax support: No
Scanning support: No
Printer Commands: AutoConfigure Clean PrintSelfTestPage
CUPS filters:
hpPostProcessing:
Path: /Library/Printers/hp/filter/hpPostProcessing.bundle/Contents/MacOS/hpPostProcessing
Permissions: rwxr-xr-x
Version: 18.4.0
PDEs:
hpPostScriptPDE.plugin:
Sandbox compliant: Yes



HP Color LaserJet 2820:

Status: Idle
Print Server: Local
Driver Version: 10.4
Default: No
Shared: Yes
URI: usb://Hewlett-Packard/HP%20Color%20LaserJet%202820?serial=00CNHC72C028
PPD: HP Color LaserJet 2800 Series
PPD File Version: 18.4
PostScript Version: (3011.001) 1
CUPS Version: 1.5.0 (cups-297.2)
Fax support: No
Scanning support: No
Printer Commands: AutoConfigure Clean PrintSelfTestPage
CUPS filters:
hpPostProcessing:
Path: /Library/Printers/hp/filter/hpPostProcessing.bundle/Contents/MacOS/hpPostProcessing
Permissions: rwxr-xr-x
Version: 18.4.0
PDEs:
hpPostScriptPDE.plugin:
Sandbox compliant: Yes



HP Color LaserJet 2820 (9FAAED):

Status: Idle
Print Server: Local
Driver Version: 10.4
Default: Yes
Shared: Yes
URI: mdns://HP%20Color%20LaserJet%202820%20(9FAAED)._pdl-datastream._tcp.local./?bidi
PPD: HP Color LaserJet 2800 Series
PPD File Version: 18.4
PostScript Version: (3011.001) 1
CUPS Version: 1.5.0 (cups-297.2)
Fax support: No
Scanning support: No
Printer Commands: AutoConfigure Clean PrintSelfTestPage
CUPS filters:
hpPostProcessing:
Path: /Library/Printers/hp/filter/hpPostProcessing.bundle/Contents/MacOS/hpPostProcessing
Permissions: rwxr-xr-x
Version: 18.4.0
PDEs:
hpPostScriptPDE.plugin:
Sandbox compliant: Yes


HP Color LaserJet 2820 (9FAAED) @ admin’s Computer:

Status: Idle
Print Server: Remote
Default: No
URI: dnssd://HP%20Color%20LaserJet%202820%20(9FAAED)%20%40%20admin%E2%80%99s%20Computer._ipp._tcp.local./
PPD: HP Color LaserJet 2800 Series
Expert:  David replied 2 years ago.
Hi, where is it listed 4 times? In Image Capture or in HP software?
Customer: replied 2 years ago.
Under printers in HARDWARE section of iMac info
Expert:  David replied 2 years ago.
OK, we will reset the printing system. To reset printing system right click under the list of printers (System Preferences-Print&Fax) and click 'Reset Printing System'.Then click the Plus under the empty list to add the printer again.
Customer: replied 2 years ago.
I have only + and - I will minus all printers until there are none showing.
Expert:  David replied 2 years ago.
Hi, That's not the same as resetting. Please try resetting as per the right-click in the list. It sets permissions to default and removes any printer caches.
Customer: replied 2 years ago.
OK, I did what you said and replaced the same printers as before
Expert:  David replied 2 years ago.
Hi, Do you mean that you reset the printing system? Did it automatically add all those printers, or just the one we are having difficulty with?
Customer: replied 2 years ago.
it didn't automatically add anything. I used the plus sign to add printers to the list.
Should I have waited or closed the system preferences fax/printer window and then reopened it?
Expert:  David replied 2 years ago.
Hi, No need to close and open again. I just need to know that you first reset the printing system, and if you added more than one printer or just one?
Customer: replied 2 years ago.
I did reset the printing system and then added the printers
HP etc 2820, the HP laserjet listed as its ip address, adobe 9.0 and hp 6122 inkjet
Expert:  David replied 2 years ago.
Hi, sorry for the confusion. Have you tried Image Capture or HP software since doing those steps?
Customer: replied 2 years ago.
The HP Director still does not see the scanner and image capture says no scanner or camera attached
Expert:  David replied 2 years ago.
Hi, Please open Applications and the HP all-in-one folder. Double click the AIO Uninstaller and follow the instructions. When it finishes restart and check in Image Capture. There are a clear set of instructions for removing manually in case you don't have the uninstaller: http://h20000.www2.hp.com/bizsupport/TechSupport/Document.jsp?lang=en&cc=us&objectID=bum30055
Customer: replied 2 years ago.
The HP is broken down to two folders and there are two uninstalls. Do I uninstall both parts?

Folder: HP EWS Device Configuration
HP Device Configuration
HP Uninstaller
Folder: HP LaserJet Software
Folder: Director
HP Director
OnScreen Guide
HP Setup Assistant
HP Uninstaller
Folder: Scan
HP Scan
Expert:  David replied 2 years ago.
Hi, yes remove everything. This should remove login items too. The Image Capture is the built in sanding system and should work when there is no other software trying to grab hold of the scanner resource.
Customer: replied 2 years ago.
Sorry for any delays, but I am trying to work at the same time we are trying to fix my problems...

all items are gone and I will restart now.
bob
Expert:  David replied 2 years ago.
Hi Bob, that's no problem. That's where correspondence support is useful and don't worry about delays as I can work on other questions until you are ready. Warmest regards, David.
Customer: replied 2 years ago.
all is removed (i think) and the mac has been restarted.
Expert:  David replied 2 years ago.
OK, let me know what happens in Image Capture.
Customer: replied 2 years ago.
all is removed (i think) and the mac has been restarted.

Image capture still says no camera or scanner connected!
Expert:  David replied 2 years ago.
OK, this is very unusual. Click the Apple in the top left and click Software Update. Install anything it finds and try again. Let me know how it goes, and we can try removing third party extensions that could be causing this. Thanks for your patience, David.
Customer: replied 2 years ago.
software is up to date

Software Update doesn’t have any new software for your computer at this time.
Expert:  David replied 2 years ago.
Hi, close any open applications or windows. Close all applications and click Finder. Click Go -> Go To Folder... Type ~/Library/Caches/ and click Go. Move the entire contents of the Caches folder to the Trash. Then click on Go -> Go To Folder ... Type ~/Library/Preferences/ and click Go. Look through the entire folder for anything related to HP and move them to the Trash. Click Go -> Go To Folder... Type /Library/StartupItems/ and click Go. Move all items in that folder to the Trash. Finally open System Preferences -> Users & Groups. Unlock the padlock in the bottom left and click the Login Items tab at the top right. Highlight each item and press minus until the list is empty. Restart and check Image Capture. Let me know how it goes. Apologies for the poor formatting, it is a site issue and is being fixed. Regards, David.
Customer: replied 2 years ago.
there was no caches folder?
but I did trash something called Cache db and all the HP stuff

the only log in items I could not remove was Administrator and guest - everything else was removed.

I am restarting now.
Expert:  David replied 2 years ago.
Hi, Did you find anything in StartupItems? Were you looking at the Login Items page in System Preferences?
Customer: replied 2 years ago.
there was nothing in startupitems
Expert:  David replied 2 years ago.
Hi, were there things in Login Items in System Preferences?
Customer: replied 2 years ago.
none
Expert:  David replied 2 years ago.
Hi, I don't want to ask you to reinstall the HP software just yet. First try resetting the Parameter RAM.

1. Shut down.
2. Press the power button, and straight away press and hold all these keys:-  Key (cmd)- Option Key (alt)- P Key- R Key
3. Keep those keys held until you hear two startup chimes.
4. If you don't hear two startup chimes, it hasn't worked. Shut down again and try again.
Try Image Capture after that.
Customer: replied 2 years ago.
will do.
Customer: replied 2 years ago.
were the start up chimes supposed to happen together. I font the first chime, hit pram keys and the chime went again.

Also should I have the usb cable still attached to the printer and my mac?

image capture still has no camera or scanner attached!

ready for the next steps.
Expert:  David replied 2 years ago.
You should hear the chimes a few seconds apart. If same go to the following link and scroll down to software. Click on "HP Color LaserJet 2820-2840 Full Software Solution (Universal Binary)" and install it. http://h20000.www2.hp.com/bizsupport/TechSupport/SoftwareIndex.jsp?lang=en&cc=sg&prodNameId=445195&prodTypeId=18972&prodSeriesId=445194&swLang=8&taskId=135&swEnvOID=219
Customer: replied 2 years ago.
I cut and pasted the link to my growers and it said...
We're Very Sorry!
The page could not be found.
Customer: replied 2 years ago.
When I click on the installer icon, I get the alias "start here" can't be opened because the original item can't be found! It asks me to delete alias, fix alias or ok

what should I do?
Customer: replied 2 years ago.
i then went into documents flyer and when I clicked on the Start Here - I received another error message:
You cannot open the application Start Here because PowerPC is no longer supported!

Customer: replied 2 years ago.
then i data files folder and opened the HP Laserjer AiO installer and clicked on it.
The installation then began.
Expert:  David replied 2 years ago.
Just downloading it myself now to check if there any issues with it, back to you soon.
Customer: replied 2 years ago.
After download and restart, I have the same issues. HP Director does not recognized my scanner/printer nor does image capture show any camera or scanner attached.
Customer: replied 2 years ago.
I will be stepping out in 5 minutes for about 1/2 hour.
I will let you know when I'm back.
Expert:  David replied 2 years ago.
Hi, this is very unusual. In the absence of another Mac to test with, we can test with a new user account. Open System Preferences and Accounts (Users & Groups in Lion) and unlock the padlock in the bottom left, and click the plus in the lower left. Create a new Administrator account with username test and password XXXXX When it ask if you want to turn off Automatic Login, choose the option to turn it off. Click shutdown from the Apple menu in the top left. Power on and click the test user at the Login Window and login. Test the HP software there. By the way, the HP site says no extra software is needed except the software that comes in by Software Update. I will research any known issues with this printer and HP in the meantime.
Customer: replied 2 years ago.
okay - starting shut down
Customer: replied 2 years ago.
I did the test and when i started up, the hp director did not show my scanner nor did image capture!

I will be back shortly.
Expert:  David replied 2 years ago.
Hi, there is a bit of ambiguity as Apple does not supply the scanner software according to support.apple.com/kb/HT3669 but the HP support site says it should arrive by Software Update from Apple h10025.www1.hp.com/ewfrf/wc/document?cc=us&lc=en&docname=c01664444#N1839
Can you check the Applications and see if there are any other folders containing HP software that could be used. If same then remove all the HP software again, restart and check Software Update. If still none check Image Capture anyway. If same in Image Capture try Preview. There are instuctions here: h10025.www1.hp.com/ewfrf/wc/document?docname=c01910186&lc=en&dlc=en&cc=us
Customer: replied 2 years ago.
I tried :

DID NOT WORK - IMPORT FROM SCANNER WAS GRAY NOT BLACK...
Show all | Hide all
Method one: Scan from the Preview application
Click the Apple Preview icon in the dock, or open Preview from the Applications folder.
From the Preview File menu, select Import from Scanner .

I TRIED THIS AND NO ITEM SHOWED UP ON THE NETWORK
NOTE:If your product connects to a network, select Include Networked Devices , and then select Import from Scanner from the Preview File menu to display your networked product in the list.
Select your product from the list. The scan interface opens.

I TRIED THIS AND STILL NO IMAGE CAPTURE - NO CAMERA OR SANNER ATTACHED
NOTE:You can click Show Details to view settings and options.
Method two: Scan from the Image Capture application
Click the Apple Image Capture icon in the dock, or open Image Capture from the Applications folder.
Select your product from the list, or if your product connects to a network, select it from the Shared list. The scan interface opens.

THERE WAS NO SCAN TAB LISTED UNDER PRINT AND SCAN (OSX 10.7)
NOTE:You can click Show Details to view settings and options.
Method three: Scan from the Printer Browser
From the Apple menu, select System Preferences .
Click Print & Fax in Mac OS X 10.6, or click Print & Scan in OS X 10.7.
Select your product from the list.
Click the Scan tab, and then click Open Scanner . The Printer Browser window opens.
Click Scan . The scan interface opens.

NOTE:You can click Show Details to view settings and options.
If the Scan or Print icons do not display in the Printer Browser window toolbar, remove the current HP printer and then add it again.
How do I remove and then add a printer?
Customer: replied 2 years ago.
Review the following list for color LaserJet products and product series that are supported in Mac OS X 10.6 and OS X 10.7.

NOTE:The following model names and numbers reference the HP product series, which vary by worldwide region. They might not match the specific name and number on your product.

HP Color LaserJet 2820 THIS IS MY PRINTER/SCANNER AND IT IS ON THE LIST!


As far as the first part of this...
OS X 10.7 Lion: Support details
With the release of OS X 10.7 Lion, HP is providing updated print drivers and software. These updates are available through Apple Software Updates in Mac OS X.
Depending on the product functionality, one or more of the following HP software components might be included in the HP driver update:
HP print driver
HP fax driver
HP Utility
HP scan driver

NOTE:Scan support for many HP All-in-Ones is included with the HP software available through Apple Software Updates. To scan, use Preview , Image Capture or the Scan icon from the print driver queue.
Full print, scan, and fax drivers for HP Inkjet All-in-Ones (Deskjet, Officejet, and Photosmart) are supported by the HP software available from Apple Software Updates. Scanning is supported with the Apple Preview and Image Capture Applications in Lion.

David,
Once again I am frustrated at HP as there does not seem to be a solution!
Preview does not work, Image Capture does not work and HP and Apple do not support this print software!

What can I do?

bob
Expert:  David replied 2 years ago.
Hi, there are still ways we can take the troubleshooting further. You can try this in a new user account. Open System Preferences and Accounts (Users & Groups in Lion) and unlock the padlock in the bottom left, and click the plus in the lower left. Create a new Administrator account with username test and password test. When it ask if you want to turn off Automatic Login, choose the option to turn it off. Click shutdown from the Apple menu in the top left. Power on and click the test user at the Login Window and login. Test the scanner there. If the same then you can try repairing the Mac OS X install, with an Archive Install.
Customer: replied 2 years ago.
Okay, I am not sure how to archive install lion though.
I will let you know regarding what I see in the test log in.
Expert:  David replied 2 years ago.
Hi, in Lion it's called Lion Recovery.
Customer: replied 2 years ago.
Nothing worked in my test log in...

How do I use Lion Recovery? with the install disk?
bob
Expert:  David replied 2 years ago.
Hi, Restart your Mac and hold down the Command key and the R key (Command-R). Keep holding until the Apple logo. Then you need to connect to the Internet. Continue, and then Lion will be reinstalled from Apple servers. It will take a while, maybe two to three hours. If you have a more convenient time to do it I would leave it until then. Once completed then try scan, and Software Update then scan.
Customer: replied 2 years ago.
David,
I re-installed Lion, did all the updates and am still having the same issue. I tried to scan in HP and in Image capture as well, but still not happening. Any other ideas?
thanks,
bob
Expert:  David replied 2 years ago.
Hi, you could do a clean install. That is to say you could backup important data, and wipe the drive and reinstall, or create a second partition and install there and test. This is time intensive, and to rule out the possibility there is an issue with the all-in-one hardware I would recommend testing it with another Mac if possible. Let me know what you would like to try next.
Customer: replied 2 years ago.
my other mac does not see my printer via the network and the image capture also does not see the printer either.
I really do not want to do a clean install. Back up of data is no problem as my backup drive also is a start up disk. I used Carbon Copy cloner to clone my hard drive.

Once again the all in one worked fine up to the middle of last week with Lion installed.
Expert:  David replied 2 years ago.
Hi, this is really frustrating I know. Does your other Mac scan with a USB connection?
Customer: replied 2 years ago.
it is on a different floor and right now cannot scan as the HP director has the computer listed but it is grayed out and not active for HP.
Expert:  David replied 2 years ago.
Hi, As HP and Apple say the software must come from them with Lion we will try a thorough clear out of HP software. Go through the un-installers to remove all HP software again. Then check there are no HP folders in Applications. Also check there are no HP folders in /Library/Application Support/ Next check Login Items in System Preferences again. Close all applications and click Finder. Click Go -> Go To Folder... Type ~/Library/Preferences/ and click Go. Look for any HP related plist files and delete them. The next step is a bit more advanced. I would like you to open /System/Library/Extensions/ using the Finder Go menu item. Look for anything HP related and move it to the Desktop. You can check which kernel extensions are non Apple with a Terminal command. Terminal is in /Applications/Utilities/ and the command is 'kextstat | grep -v apple' without quotes. Whatever is listed could be HP related and can be deleted from the Extensions folder. Finally restart and check if this download is needed http://support.apple.com/kb/DL907 Download and install, and check software update. Then connect by USB and try scanning.
Customer: replied 2 years ago.
Lets go thru that when I return from an appointment in 1.5 hours or so.

Do you ever sleep?

Expert:  David replied 2 years ago.
Haha! I do, probably way too much! Chat when you are ready.
Customer: replied 2 years ago.
David,
I'm back and have done all except the terminal part.

I keep getting command not found

Please retype the command and send to me. (are there spaces between "kextstat and the | etc.
Expert:  David replied 2 years ago.
Hi, yes there are spaces, I think it will work if you put in spaces. Here it is again with underscores where you put spaces kextstat_|_grep_-v_apple
Customer: replied 2 years ago.
I did finally finish the terminal part...
I am installed the update from Apple.
I see printers, and it is asking if I want to update the software available from Apple and I say yes, but when I click yes, it says it isn't available! Even though I did download it...

this is what each instance of my printer says in system preference:

You need to install software to use this printer. To install the software, choose Software Update from the Apple menu. If the software for your printer isn’t available in Software Update, contact the manufacturer of your printer.

It's a bit confusing!
Expert:  David replied 2 years ago.
Hi, try the Lion standalone installer. Download it manually and install it from here: support.apple.com/kb/DL1458 Then try Software Update.
Customer: replied 2 years ago.
i have a copy not from apple directly. I tried using the above yesterday and was denied.
Can I re-use the disk I have?
Expert:  David replied 2 years ago.
Yes, but it would be the same thing I think. You should try the one from the web first. If there is a problem it might indicate another issue.
Customer: replied 2 years ago.
okay, I will try...
Expert:  David replied 2 years ago.
Make note of any error if the web update doesn't work.

Regards,
David.
Customer: replied 2 years ago.
so far it is working on the download. and all is well.
Customer: replied 2 years ago.
reinstall worked just fine! 10.7.2 is up and running but not the scanner!

Image Capture still shows no camera or scanner attached.
No HP Director (should I re-install my disk from HP?)
Preview, still shows only grayed out import from network devices when I click on Import from Scanner!

Where to from here?
Expert:  David replied 2 years ago.
Hi, don't install the HP software just yet. Did you check Software Update since installing 10.7.2? Also check if this will install http://support.apple.com/kb/DL907
Customer: replied 2 years ago.
Apple update says my software is up to date.

I downloaded the apple.com/kb/DL907, should I try to install it?
Expert:  David replied 2 years ago.
Hi, yes try to install it.
Customer: replied 2 years ago.
install is done but still the printers show up in my system preferences - only the USB ones not the bonjour printer.

I still have no scanner or "camera" attached. Image capture
I still see no way to use preview to scan. I click the correct selection; under file but the network devices are grayed out.
and of course no HP Director
Expert:  David replied 2 years ago.
Hi,

I would like you to try a couple of things more. Can you disconnect everything including network, and leave just the USB to the all-in-one. Then reset the printing system. To reset printing system right click under the list of printers (System Preferences - Print & Fax) and click 'Reset Printing System'.


Before you add the printer, check if you can scan with Image Capture.

Kind regards,
David.
Customer: replied 2 years ago.
I did what you suggested and still the Image Capture shows me there are no cameras or scanners connected!
Customer: replied 2 years ago.
now when I hit Image Capture, under file, there is "Take a Picture" but gray not active!

How do I get something there that is active?
bob

Expert:  David replied 2 years ago.
Hi,

Image Capture can be used to remote control a camera in a studio situation and see the picture on screen, so that works when a camera is connected.

There is nothing else I can advise other than checking USB functionality with another computer.

Have you power cycled the printer, turned it off and on after a few minutes?

If there is a reset on the printer itself it's worth checking this too.

Kind regards,
David.
Customer: replied 2 years ago.
David,
I am not sure of any reset switch. I did shut it down and start it back up.

I will cycle it off for a longer period of time again and let you know what happens.
I guess, I will need to find another scanner. HP is tough, they make pretty good hardware
but their aftermarket and tech support really does not do them well. It is unfortunate but
I do not think they really care about Mac users at all.

Do you have anyone in mind who is more amiable to Mac users?
bob
Expert:  David replied 2 years ago.
Hi,

By all accounts this should work, and if you do a clean install or a new partition it should show that. However that doesn't resolve the issue in the current system.

If you are going to go for a different scanner then canon are a good make, as are Epson.

Kind regards,
David.
Customer: replied 2 years ago.
Just a couple of questions before i let it go..
First which have better Mac support - Canon or Epson? I need a laser all in one or just a scanner since my HP is a very good printer/copier!

If I do a partition, how do I do that? I have never partitioned a hard drive before.

Clean install I know but I am not in favor of it.

Thank you for your help. Let me know the partition info and I'll sign off.
bob
Expert:  David replied 2 years ago.
Hi Bob,

Epson work closely with Apple on drivers, so I would recommend them over Canon.

To partition open Disk Utility in /Applications/Utilities/ and select the disk above Macintosh HD. Then click the Partition tab. You will need at least 7GB, I would recommend having 10GB for the new partition. Click the plus to begin creating it, and then enter 10 in the GB Size text box. You can call it test and then click Apply.

That creates the extra partition and is the quickest part. next you need the original discs for your Mac to install 10.6 on it, and then upgrade to Lion which you can get free as you already purchased it. That's the long bit. Then upgrade to the latest OS and without installing anything else test the scanner.

Don't feel like you have to sign off after this, if you have any follow up feel free.

Best regards,
David.
Customer: replied 2 years ago.
THANKS,
BOB
Customer: replied 2 years ago.
Dave,
I shut off my printer/aio for about 15 minutes. Image Capture and Preview does not work for scanning.
Expert:  David replied 2 years ago.
Hi,It doesn't look like this install can be fixed, and that you should try a clean install on a new partition, in the absence of another Mac to try by USB. I suspect there is a kernel extension causing it, but there are so many other startup processes that could be the issue that it's too hard to say. It goes beyond a point of troubleshooting the actual install of OS X to a point where it just makes more sense to try it on a clean install, saves a lot of hassle. let me know what you plan to do.Kind regards,David.

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