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An 'Unsupported Operating System' or 'Software not compatible' Message Displays on a Mac Running OS X v10.8 Mountain Lion

  • PrintPrint

Issue

If you attempt to install or update the HP software on a Mac running 10.8 Mountain Lion using the software CD that came with your printer, or using a previously downloaded driver, an 'Unsupported Operating System: This installer is not compatible... ' or 'This HP software may not be compatible with your version of Mac OS X ' message displays on the computer.
Figure 1: Unsupported Operating System message
Image: Unsupported Operating System message
Figure 2: Software not compatible message
Image: Software not compatible message
If you receive one of these messages during installation, do not worry. This is expected behavior. The message merely notifies you that you must obtain the HP software for Mac OS X v10.8 Mountain Lion in another way.
To resolve the message , continue with the instructions in this document to download and install the HP driver.

Solution

Choose your connection type for steps to download and install the HP software for Mac OS X v10.8 Mountain Lion from the HP website (recommended).
Before you install new software, first remove the existing software to make sure that you have only the latest software and driver installed on your computer. Follow these steps to uninstall the existing software, and then install the latest HP software and driver for a USB connection.

Step one: Uninstall the software

Use the following steps to remove the HP print driver and software from a Mac OS X computer.
  1. Double-click the Macintosh HD icon ( ) from the desktop.
  2. Click Applications , and then click the Hewlett-Packard folder.
  3. Double-click the HP Uninstaller . The HP Uninstaller opens.
  4. Click Continue .
  5. Select the HP product to remove, and then click Uninstall .
  6. When prompted, type the Administrator name and Password, and then click OK .
  7. When the Uninstaller finishes, drag any icons for the product to the Trash .
  8. Return to Applications , and then click the Utilities folder.
  9. Double-click Activity Monitor . The Activity Monitor opens.
  10. Under Process Name , click any process that begins with HP , and then click Quit Process ( ).
  11. Click Quit again.
  12. Close the Activity Monitor .
  13. Empty the Trash .
    NOTE:If you cannot delete some items, return to the Activity Monitor and end the process, and then try to empty the Trash again.
  14. Disconnect the product, and then restart your computer.

Step two: Download and install the latest software

Choose one of the following methods to download and install the HP software for Mac OS X v10.8 Mountain Lion for a USB connection. Downloading the software and driver from the HP website is recommended. However, if the Full Feature driver is not available from the HP website, use the Apple Software Update method.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
If a Full Feature driver is not available for your printer on the HP website, then follow these steps to install the software using Apple Software Update.
Video of installing the printer using Apple Software Update
The following video demonstrates how to install your HP Printer in OS X v10.8 Mountain Lion using Apple Software Update (USB).
.
If you have trouble viewing the video, or to view the video in a different size, click here to play the video on YouTube .
  1. Click the Apple menu ( ), and then click Software Update . Software Update checks for available updates and updates the database that your Mac uses to determine available printer software.
  2. Click Show Details , select any available software updates, and then click Install .
    NOTE: Install all available updates for best printer performance and functionality.
  3. Turn on your printer, and then make sure that it has paper in the tray and that it is in a ready state.
  4. Connect the USB cable to the printer and to the Mac. A print queue is automatically created for your printer. If the Mac already has current software for your printer, the print queue is created in the background.
    NOTE:If you are prompted to install any additional software for your printer, click Install , and then follow the instructions to complete the installation.
  5. Click the Apple menu, and then click System Preferences .
  6. Click Print & Scan , and then make sure that your printer is in the list of available devices.
    If your printer is not listed, click the plus sign ( ) at the bottom of the left pane, click the name of your USB printer, and then click Add .
    NOTE: Quit and restart any applications that were open before adding the printer to use the updated HP software features.
Before you install new software, first remove the existing software to make sure that you have only the latest software and driver installed on your computer. Follow these steps to uninstall the existing software, and then install the latest HP software and driver for a network connection.

Step one: Uninstall the software

Use the following steps to remove the HP print driver and software from a Mac OS X computer.
  1. Double-click the Macintosh HD icon ( ) from the desktop.
  2. Click Applications , and then click the Hewlett-Packard folder.
  3. Double-click the HP Uninstaller . The HP Uninstaller opens.
  4. Click Continue .
  5. Select the HP product to remove, and then click Uninstall .
  6. When prompted, type the Administrator name and Password, and then click OK .
  7. When the Uninstaller finishes, drag any icons for the product to the Trash .
  8. Return to Applications , and then click the Utilities folder.
  9. Double-click Activity Monitor . The Activity Monitor opens.
  10. Under Process Name , click any process that begins with HP , and then click Quit Process ( ).
  11. Click Quit again.
  12. Close the Activity Monitor .
  13. Empty the Trash .
    NOTE:If you cannot delete some items, return to the Activity Monitor and end the process, and then try to empty the Trash again.
  14. Disconnect the product, and then restart your computer.

Step two: Download and install the latest software

Choose one of the following methods to download and install the HP software for Mac OS X v10.8 Mountain Lion. Downloading the software and driver from the HP website is recommended. However, if the Full Feature driver is not available from the HP website, use the Apple Software Update method.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Video of installing the printer using Apple Software Update
The following video demonstrates how to install your HP Printer in OS X v10.8 Mountain Lion using Apple Software Update (network).
.
If you have trouble viewing the video, or to view the video in a different size, click here to play the video on YouTube .
  1. Click the Apple menu ( ), and then click Software Update . Software Update checks for available updates and updates the database that your computer uses to determine available printer software.
  2. Click Show Details , select any available software updates, and then click Install .
    NOTE: Install all available software updates for best printer performance and functionality.
  3. Turn on the printer, and then make sure that it has paper in the tray and that it is in a ready state.
  4. Make sure that the printer is connected to the wired or wireless network, or is connected to the USB port of a Time Capsule or AirPort Base Station.
  5. Click the Apple menu, and then click System Preferences .
  6. Click Print & Scan , and then click the plus sign ( ) in the lower left corner of the window.
  7. Under Nearby Printers , click the name of your printer.
    NOTE:If your printer is not listed, click Add Printer or Scanner for a full list of printers.
  8. Under Name , click the name of your printer.
    NOTE:Make sure that the printer kind is Bonjour or Bonjour Multifunction .
  9. Click the Use box, and then select the name of your printer in the pop-up menu.
  10. Click Add to add the printer to the queue.
  11. If you are prompted to install any additional software for your printer, click Install , and then follow the instructions to complete the installation.
    NOTE: Quit and restart any applications that were open before adding the printer to use the updated HP software features.

Frequently asked questions (FAQs)

Following is a list of frequently asked questions about installing and using the print driver you installed from Apple Software Update.
In order for Apple Software Update to install your print driver, you must update your Mac OS software before you connect and install your printer. Follow these steps to update your Mac.
  1. Click the Apple menu ( ), and then click Software Update . Software Update checks for available updates and updates the database that your Mac uses to determine available printer software.
  2. Click Install . Apple Software Update installs updates on your computer.
NOTE:If you have recently updated your computer to Mountain Lion from a previous Mac operating system, you do not need to install any additional software. Send a print job from your computer, and if the printer prints, you do not need to install software with Apple Software Update.
Apple Software Update is a quick and easy software download method available directly through the Mac OS operating system. Depending on the printer functionality, one or more of the following software components might be included in the HP driver update for Mountain Lion:
  • HP full-feature print driver
  • HP fax driver
  • HP Utility
  • HP scanning files compatible with Apple’s Image Capture and Preview applications
NOTE:If your printer supports scanning, the software that you use to scan might be different than the software you used before upgrading your operating system. Depending on your printer driver update, you can use Preview , Image Capture , or the Scan icon from the print queue to scan.
Depending on your printer and the type of driver update, you might need to scan in a different way than you did before you installed Mountain Lion.
NOTE:Scanning to the computer from the printer control panel is not available when you scan with Preview, Image Capture, or Printer browser methods. You must use HP Scan software to scan from the printer.
  1. Place the item that you want to scan on the scanner glass, or load it into the automatic document feeder (ADF) if your printer has one.
  2. Click the Apple menu ( ), and then click System Preferences .
  3. Click Print & Scan ( ).
  4. Click your printer in the left pane.
  5. Click Scan , and then click Open Scanner .
  6. Click Show Details . The details of the scan display, including options to change scan settings.
    Figure 3: Example of the Show Details scanning screen
    Image: Example of the Show Details scanning screen.
  7. Change any scan settings as necessary, and then click Scan .
    NOTE: Make sure to select either the Flatbed mode or the Document Feeder mode, depending on your printer and how you plan to scan.
Use the following steps to scan from Apple Preview.
  1. Place the item that you want to scan on the scanner glass, or load it into the Automatic Document Feeder (ADF) if your printer has one.
  2. In the Applications folder or from the Dock, click Preview .
  3. From the Preview File menu, select Import from Scanner .
  4. Select your printer from the list. The details of the scan display.
  5. If a 'Software for this device is not installed ' message displays after you select your printer, click Install , and then follow the instructions to complete the installation.
  6. Click Show Details to view scan settings and options.
    NOTE: Make sure that you select either the Flatbed mode or the Document Feeder mode, depending on your printer and how you plan to scan.
  7. Change any settings as necessary, and then click Scan .
Use the following steps to scan from Apple Image Capture.
  1. Place the item that you want to scan on the scanner glass, or load it into the Automatic Document Feeder (ADF) if your printer has one.
  2. In the Applications folder or from the Dock, click Image Capture .
  3. Select your printer from the list. If your printer connects to a network, select it from the Shared list. The details of the scan display.
  4. If a 'Software for this device is not installed ' message displays after you select your printer, click Install , and then follow the instructions to complete the installation.
  5. Click Show Details to view scan settings and options.
    NOTE: Make sure that you select either the Flatbed mode or the Document Feeder mode, depending on your printer and how you plan to scan.
  6. Change any settings as necessary, and then click Scan .
Search your printer's home page to help resolve issues associated with the error message you encountered.
  1. Search your printer's home page for "Printer not Found" or "Unable to Find Printer" topics to help resolve the issue.

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