Apple will not let me update my HP Scanner 8300 and will not update it from it's own sources.

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Level 1

15 points

Apple will not let me update my HP Scanner 8300 and will not update it from it's own sources.

I updated my HP Scanjet 8300 a few weeks ago after I received a message on my computer that updates for printer & scanner were available. I have had nothing but trouble since then with the scanner. I also inherited the Trovi virus after that update.

I tried to update the scanner again today, making sure I went through the HP website for downloads. I downloaded the update and followed the instructions for proper installation. This included deleting my present software. When I tried to install the software update that I successfully downloaded, I got a popup with this message:

"HP Scanjet Update for OS X 10.7.mpkg" can't be opened because it is from an unidentified developer. "

Your security preferences allow installation of only apps from the Mac App Store and identified developers.

“HP Scanjet Update for OS X 10.7.mpkg” is on the disk image “HP-Scanjet-Update-for-OS-X-10.7.dmg”. Safari downloaded this disk image today at 10:10 AM from h10025.www1.hp.com.

I went back to Apple updates and found information that HP no longer updated our HP appliances and that MAC OS X Mountain Lion automatically provided these updates for their Mac users. I restarted my computer expecting to see improvement, but now my scanner is completely gone from my computer and no updates are available. I am outraged that Apple would completely disable my scanner. I use it all the time.

I really need help. Please!

I originally installed the scanner when I had Snow Leopard. I now have Mountain Lion - not because I didn't like Snow Leopard, but because I had my computer repaired and they installed Mountain Lion.

Mac Pro, Mac OS X (10.7)

Posted on Oct 12, 2014 8:30 AM

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Answer 1

SCSilverfox Author

Level 1

15 points

Oct 12, 2014 8:31 AM in response to SCSilverfox

I am sorry but my OS X is now 8.5.

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Answer 2

Eric Root

Level 10

685,251 points

Oct 12, 2014 9:26 AM in response to SCSilverfox

Do you have a backup you could restore the old drivers from?

Have you tried Applications/Image Scanner?

See if this program can remove Trovi. Download this program which was written by Thomas Reed, a long time poster.

Malware Guide – AdwareMedic – 10.7 and higher

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Answer 3

SCSilverfox Author

Level 1

15 points

Oct 12, 2014 9:52 AM in response to Eric Root

I have a backup system but it is constantly updating and I can not find the scanner or HP or Hewlett Packard there either. I looked at Applications/Image Scanner and found only Image Capture. I looked in my trash that I had not yet deleted and it is not there. I have a time machine but I don't think applications will come back through that vehicle - or does it?

I do think I got rid of the Trovi last week.

I have now lost use of both JAVA and my scanner due to the changes of OS X updates. At one time there was an option for exceptions so that you could add a web site that you trusted and be able to get their downloads, but that doesn't seem to exist any longer in system preferences and do not work on browser preferences.

I have the original CD for the scanner but HP says not to use that with Mountain Lion because it wasn't meant to work with that operating system.

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Answer 4

thomas_r.

Level 7

32,031 points

Oct 13, 2014 4:45 AM in response to SCSilverfox

Apple has not disabled your scanner... HP has failed to properly code-sign the installer.

The error message you're seeing is a Gatekeeper message - meaning that Mac OS X is preventing the installer from running because it isn't code-signed. Because it isn't code-signed, Mac OS X has no idea who created that installer and cannot verify that it hasn't been tampered with.

Fortunately, if you are 100% sure that this is a legit HP installer, downloaded from HP's website, you can override Gatekeeper. Control-click the installer and choose Open. This gives an exemption to that particular item, allowing it to open without changing Gatekeeper settings.

If your scanner software still won't work at that point, that is probably because it's not compatible with Mountain Lion. That also would be an HP failing, if that were to happen. In that case, you may be able to use Apple's Image Capture app to do scans with your scanner.

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Answer 5

SCSilverfox Author

Level 1

15 points

Oct 13, 2014 5:27 AM in response to thomas_r.

Thank you so much thomas_r. I have to run out the door to work but I will try this when I get back and then tell you what happened. I am so grateful for your knowledge and willingness to help us. SCSilverfox

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Answer 6

SCSilverfox Author

Level 1

15 points

Oct 13, 2014 3:03 PM in response to thomas_r.

I have now tried the Control Click option and I get the same pop-up message as my first message shows. The instructions from HP was that I must install first the lower version, and then update to the Mountain Lion version. So it is probable that this download update will not work on Mountain Lion which leaves me with a professional flatbed scanner that won't work. Is there any safe way to use the CD that came with the scanner to just put in basics necessary so that I could go ahead with the upgrade - or just use the basic. HP did say not to use the CD because it was not meant to be used in this OS X system. I cannot adjust my mind to the low level of customer service / customer responsibility.

I don't know anything about Apple's Image Capture app so I guess I will get out manuals and try to find that.

I also have pleas and messages at HP customer forum. They don't send emails so I will have to go see what - if anything - has been posted to my question.

One more thing. How can I revert back to Snow Leopard? Is there a set of instructions anywhere for that?

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Answer 7

thomas_r.

Level 7

32,031 points

Oct 13, 2014 3:57 PM in response to SCSilverfox

If you control-clicked the installer and chose Open from the pop-up menu that appears, you should not have gotten that same error message about an "unidentified developer." You should get a slightly different message that provides an "Open" button that allows you to open the app, as opposed to the previous message that simply wouldn't allow it to open.

If it refuses to open regardless, it's probably not compatible with Mountain Lion. I wouldn't use the older CD... that's not likely to work any better, and could be significantly worse.

Reverting to Snow Leopard would require erasing your hard drive and reinstalling Snow Leopard, then importing your data from a backup. You may have some problems with data formats that have been upgraded for Mavericks... most particularly, the Mail mailbox format. I've never dealt with downgrading Mail data before, so I don't know what difficulties you may encounter doing that.

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Answer 8

SCSilverfox Author

Level 1

15 points

Oct 15, 2014 6:57 AM in response to thomas_r.

I am sorry for the delay in answering. TWC email sometimes takes several days to get to me.

I am embarrassed to say that I did not read closely the message that was provided when I clicked on Control Clicked / Open. I did go back and continue the process and thought I had installed the update. The end message stated that the installation was successful, but I could not find the scanner anywhere, even with intense searching. I have reinstalled it twice again with no scanner installed. I did find files in the Saved Application State but they take only a few KBs of space and the software should have taken 22.4 MBs.

I have messages now posted in two different HP Communities and will continue to try that route to help, but right now it looks dismal. If you have any more explanations or advice I would love hearing from you. Could the Trovi component cause this problem? I thought I was rid of it but I don't really know what to look for other than not having it take over my home page - which it has not done recently.

I really appreciate your help, and I take your advice to heart about not using the older CD and I will not attempt to revert to Snow Leopard. I am really afraid it would mess up iPhoto and that would be devastating.

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Answer 9

SCSilverfox Author

Level 1

15 points

Oct 15, 2014 9:07 AM in response to thomas_r.

thomas_r,

I am posting now to thank you for all your support and education and help in this problem. I have finally gotten the scanner to work and it was done in combination with your help as well as help from HP support in getting me to the correct updates and instructions for installing them. Of course, that help would never have been successful if you had not given me the information about to override the Gatekeeper controls, and then urging me on to read more closely.

I checked "This helped me". It was hard to decide what to check since I couldn't have been successful without help from both sources.

I am so very appreciative!

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Answer 10

thomas_r.

Level 7

32,031 points

Oct 15, 2014 12:04 PM in response to SCSilverfox

I'm glad I could help!

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