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Firefox did an update, and now my scanner won't work

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Firefox updated, and now when I try to open my HP Deskjet scanner, I get "Retrieving info from device' for a moment, and then that disappears, and scanner doesn't open. Prints OK, and makes copies OK, but scanning for e-mail attachments doesn't open.

Firefox updated, and now when I try to open my HP Deskjet scanner, I get "Retrieving info from device' for a moment, and then that disappears, and scanner doesn't open. Prints OK, and makes copies OK, but scanning for e-mail attachments doesn't open.
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Additional System Details

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  • User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:70.0) Gecko/20100101 Firefox/70.0

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Dinushi Dhananjani
  • Top 25 Contributor
4 solutions 193 answers

In such cases, you could simply click the "Go Back" button,

but you will be unable to return to the web page. 

You could also try to override the warning and continue to access the web page regardless,

but this could put your computer at risk due
to the vulnerable communication channel. 

The error message usually returns an "SEC_ERROR_UNKNOWN_ISSUER" error code related to SSL (Secure Socket Layers). SSL is an Internet Security Protocol designed to protect users from personal and financial information leaks. If you receive the error, the web page is not

recognized and unsecure, or the site contains unsafe 

content such as malware or viruses. Other things that could trigger this error could be a false SSL certificate name, incorrect date and time settings on your computer, outdated or corrupted browser, antivirus software blocking the site, etc.

In this guide we outline several solutions to the

“Your connection is not secure” 

Mozilla Firefox issue.

Follow the steps below to remove the error:
In such cases, you could simply click the "Go Back" button, but you will be unable to return to the web page. You could also try to override the warning and continue to access the web page regardless, but this could put your computer at risk due to the vulnerable communication channel. The error message usually returns an "SEC_ERROR_UNKNOWN_ISSUER" error code related to SSL (Secure Socket Layers). SSL is an Internet Security Protocol designed to protect users from personal and financial information leaks. If you receive the error, the web page is not recognized and unsecure, or the site contains unsafe content such as malware or viruses. Other things that could trigger this error could be a false SSL certificate name, incorrect date and time settings on your computer, outdated or corrupted browser, antivirus software blocking the site, etc. In this guide we outline several solutions to the “Your connection is not secure” Mozilla Firefox issue. Follow the steps below to remove the error:
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Question owner

Thanks for trying, but this hasn't anything to do with the internet. I'm just trying to scan something into my computer e-mail using my HP printer/scanner. Yesterday everything worked fine. Then I got a Firefox update, and today I try to open the scanner and get a brief "Retrieving info from device' for a moment. That quickly disappears, and we're back to the beginning. I was wondering if the update somehow inadvertently reset some kind of accessibility? It's only the scanner function that's been affected. ( BTW, I have the computer smarts of a 4 year old who does not have a computer, which is probably evident.) .

 Is there a way to reset things for the values of 2 days ago?

There was on my old computer, but I haven't been able to find such a function in Windows 10. Thanks! Gus

Thanks for trying, but this hasn't anything to do with the internet. I'm just trying to scan something into my computer e-mail using my HP printer/scanner. Yesterday everything worked fine. Then I got a Firefox update, and today I try to open the scanner and get a brief "Retrieving info from device' for a moment. That quickly disappears, and we're back to the beginning. I was wondering if the update somehow inadvertently reset some kind of accessibility? It's only the scanner function that's been affected. ( BTW, I have the computer smarts of a 4 year old who does not have a computer, which is probably evident.) . Is there a way to reset things for the values of 2 days ago? There was on my old computer, but I haven't been able to find such a function in Windows 10. Thanks! Gus
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Senali Madawala
  • Top 25 Contributor
2 solutions 156 answers
https://addons.mozilla.org/firefox/addon/update-scanner/versions/?page=1#version-3.1.16
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the-edmeister
  • Top 25 Contributor
  • Moderator
5411 solutions 40301 answers

Senali Madawala said

https://addons.mozilla.org/firefox/addon/update-scanner/versions/?page=1#version-3.1.16

That extension has nothing to do with the problem that the OP is describing!!

This issue is about hardware and / or the HP software drivers that are installed in Windows.

''Senali Madawala [[#answer-1263351|said]]'' <blockquote> https://addons.mozilla.org/firefox/addon/update-scanner/versions/?page=1#version-3.1.16 </blockquote> '''That extension has nothing to do with the problem that the OP is describing!!''' This issue is about hardware and / or the HP software drivers that are installed in Windows.
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the-edmeister
  • Top 25 Contributor
  • Moderator
5411 solutions 40301 answers

aardbooks2 said

Firefox updated, and now when I try to open my HP Deskjet scanner, I get "Retrieving info from device' for a moment, and then that disappears, and scanner doesn't open. Prints OK, and makes copies OK, but scanning for e-mail attachments doesn't open.

I use Brother printers and have had similar issues over the years when a file got "stuck in the spooler".


First thing to do is to check for updates for your HP Deskjet software & drivers.

Then see the HP support website if an update doesn't resolve your issue.

It seems that a recent Windows 10 update is causing spooler issues; an update is mentioned here. https://support.microsoft.com/en-us/help/4517389/windows-10-update-kb4517389?jumpid=in_r11839_us-en_spooerissue_globalalert

https://support.hp.com/us-en/topic/windows-10-support-center-computing?jumpid=in_r11839_us/en/WIN10_globalalert

''aardbooks2 [[#question-1271935|said]]'' <blockquote> Firefox updated, and now when I try to open my HP Deskjet scanner, I get "Retrieving info from device' for a moment, and then that disappears, and scanner doesn't open. Prints OK, and makes copies OK, but scanning for e-mail attachments doesn't open. </blockquote> I use Brother printers and have had similar issues over the years when a file got "stuck in the spooler". ------------ First thing to do is to check for updates for your HP Deskjet software & drivers. Then see the HP support website if an update doesn't resolve your issue. It seems that a recent Windows 10 update is causing '''spooler''' issues; an update is mentioned here. https://support.microsoft.com/en-us/help/4517389/windows-10-update-kb4517389?jumpid=in_r11839_us-en_spooerissue_globalalert https://support.hp.com/us-en/topic/windows-10-support-center-computing?jumpid=in_r11839_us/en/WIN10_globalalert
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