07-14-2012 06:23 PM
Get "Scan Failure" every time computer is turned on. Printer works. Will not scan from unit. The software (HP Solution Center) will run scans, but the unit will not. Must be a hardware issue with the scanner? Have uninstalled, reinstalled software and drivers. Updated all that can be updated. Recently moved from XP computer to new Win7 computer and same problem on both OS. Would be willing to disassemble to replace parts.
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07-16-2012 07:19 PM - last edited on 02-21-2017 09:12 PM by OscarFuentes
Scanner failure normally means the scanner lamp has gone out, but if you can still scan, then that's not the problem, since you wouldn't be able too scan at all if it was. You can try following the scanner failure document to clear the message, but I'm betting your getting it because the scan options haven't been enabled on the printer. You can follow the steps in this document to enable the scan options. Let me know what happens.
07-17-2012 10:52 AM
Thanks for your reply. Nice to hear from an HP Printer Tech. I have my A+ Cert, but it doesn't cover this stuff. I tried some of the more logical suggestions in those documents. Even uninstalled the software and downloaded the latest for 64 bit Windows just in case it didn't take last time. Now I can't scan from the software either. I get this error
I've found no other programs using the printer, and I restarted and got the same error. While the printer was uninstalled, the status screen on the printer still gives the scanner failure error when resetting the power. When I open the lid, I see the scan light on. Should I just buy a new printer? During installation there was an error log. Should I send that to you if I can find it?
07-17-2012 01:53 PM
To be honest I'm not sure why the printer says scanner failure, and was still able to scan, because it shouldn't. The software on this printer and Win 7 don't really get along. It's easier to get a new printer with software designed more for Win 7, but the printer was working, so you should be able to get it working again. It's really up to you if you want to keep trying or not. Attach a screen shot of the error log, and I'll see if I can figure out what is going on, if you want to continue.
07-17-2012 02:59 PM
I'll try searching for that error log, tho I don't think it will help much since it was an error on install of part of the WebSmart program. Yes, it's baffling that it stopped working while on XP, before installing on Win7. There is a small chance that it got damaged when we moved, since that is when it stopped working. Is there anything you think could have been damaged? I had it packed well, but maybe it got bumped the wrong way. It looks fine from the outside.
07-17-2012 03:36 PM
It could have gotten internal damage real easy. The scan system is very sensitive. It could be that a sensor on the scanner lamp messed up, or that something isn't reading right when it does it's self-tests. I'm not really sure which, but either could have been caused by a good bump.
The error logs important because if it was a fatal error that caused the install to stop, it could have messed up the entire install even though only a part errored out. I just want to make sure that isn't what's happened.
07-17-2012 04:09 PM
07-17-2012 05:06 PM