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John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5068
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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I am having issues with the scanning function. The printer

Customer Question

Hi, I am having issues with the scanning function. The printer prints wirelessly without issue. However, I keep getting error 9923 when I try scanning
JA: What is the machine's exact make and model? And can you guesstimate how old it is?
Customer: HP Officejet Pro 6978. Just bought it yesterday at OfficeMax
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: Mac OS 10.12
JA: How long has this been an issue? What happened right before this popped up?
Customer: Just installed the new printer driver yesterday and have not been able to scan since
JA: Anything else you want the printer expert to know before I connect you?
Customer: I have already tried reinstalling the driver and resetting the printing system
Submitted: 26 days ago.
Category: Printers
Expert:  Bhavik Joshi replied 26 days ago.

Hi, I'm Bhavik. Welcome to JustAnswer. I'm reviewing your question now, and will reply back ASAP.

Expert:  Bhavik Joshi replied 26 days ago.

Please download HP Easy scan and try to scan using this, This should resolve your issue :-

https://itunes.apple.com/us/app/hp-easy-scan/id967004861

Customer: replied 26 days ago.
I tried that as well and the same error comes up
Expert:  Bhavik Joshi replied 26 days ago.

Did you download and installed drivers from this webpage ?

http://123.hp.com/gb/en/devices/OJPRO6978

Customer: replied 26 days ago.
however, there isn't one for mac os 10.12. The closest is 10.11 which is what I installed
Expert:  Bhavik Joshi replied 26 days ago.

Actually this problem is only for 10.12. For other version this problem doesn't exist.

Expert:  Bhavik Joshi replied 26 days ago.

You can try these steps mentioned in below link to get rid of this problem :-

http://support.hp.com/us-en/product/HP-OfficeJet-Pro-6970-All-in-One-Printer-series/8289585/model/11161264/document/c04889653

Customer: replied 25 days ago.
already tried all of that
Expert:  Bhavik Joshi replied 25 days ago.

That's great !!.

Now you can just wait for either apple to get better update for it next time or HP to come up with some solution to resolve this compatibility issues.

Expert:  Bhavik Joshi replied 25 days ago.

There is nothing much we can do with it now.

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