Scanner scans but comes up black

[kickinthehead]

Have had the laptop for a year and a half but rarely used it as I have others. Ink has barely been used. Scanned a photo last week and the screen came up black. Tried with another Macbook. Still black screen.  Can print photos from laptop no problem.  But scanner shows up black.  The light in the scanner moves.  Spent an hour waiting for HP assistance on the 13th. Someone picked up then immediately hung up.  Attempted a few more times.  Yesterday waited for an hour before Bot said "we are unable to take your call at this time. Please try again.  Tried later. After 45 minutes got technician [Landel--in India] who said the problem was with scanner and he could do nothing as warranty has expired. I have barely used this scanner/printer.  I have never moved it from it's spot since purchase.I have a  Canoscan that's decades old, an Epson for artwork that's four years old and neither have been a problem.  A virtually new HP failing with so little use  and with so little assistance does not bode well for the company. Technician said I should find a repair shop. I don't think that's good enough. Tried to detail my situation on the HP website.  Filled out their information. Problem with that site.  Won't send. Kept on erasing my information. 

For your information my Macbook is running Sonoma 14.2.  I saw that there is an update in firmware for HP Smart Tank 5101, but the site allows download bot won't open.  I don't appreciate paying all this money for what amouts to about 30 scans.

[Raj_05]

Hi @kickinthehead,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It’s understandably frustrating to face issues like these. Here are some steps you can take to address the problem with your HP Smart Tank 5101 printer’s scanner.

Verify Scanner Functionality

• Since the scanner light moves, the issue might be software-related rather than hardware failure.
• Perform a scan directly from the printer's control panel (if this option is available) to see if the results differ.

Clean the Scanner Glass

• Dust, smudges, or debris on the scanner glass can cause scanned images to appear black.
• Use a lint-free cloth and a small amount of glass cleaner (sprayed onto the cloth, not directly on the glass).
• Check for dirt or scratches on the underside of the scanner glass (requires opening the scanner lid).

Check Scanning Settings

• Ensure you are using appropriate scan settings, such as:
  • Color mode (not grayscale/black-and-white).
  • Resolution of at least 300 DPI.
  • Correct file format (e.g., JPEG or PDF).

Update Firmware and Drivers

• Firmware Update:
  • Download the firmware update for the printer from HP's official website.
  • Use a different browser (e.g., Chrome or Edge) if the file does not open.
  • Once downloaded, double-click the file and follow on-screen instructions to install the firmware.
• Driver Update:
  • Reinstall the HP Smart app and drivers.
  • Go to the HP Software and Drivers page and download the latest drivers for macOS Sonoma 14.2.
  • After installation, restart your Mac and try scanning again.

Test on Another Device

• Since you’ve already tested with another MacBook, try scanning via a mobile device using the HP Smart app.
• This helps determine if the issue is specific to macOS or the scanner itself.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[kickinthehead]

Thanks for trying Alden, but no luck.

Firstly, verified the scanner functionality. Failed. Scanning using only the printer/scanner produced a black print.

Tried the firmware update. No improvement. {I also think it's somewhere in the software but am nmot wise enough to pinpoint it.  I leave it to your talents]

The scanner glass is pristine.

Scanner settings double checked. No improvement.

It took a little while, but I think I updated the  firmware. However, when firmware was updated, I lost the wireless capacity. Found a way to retrieve it.

I have uninstalled and reinstalled  Smart App.  Still black screen.

I hope you have other --successful--suggestions.

I wait for your intelligent answers. But I feel I"ve just purchased a lemon disguised as a printer

[Raj_05]

Hi @kickinthehead,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Alden4

HP Support 

[kickinthehead]

Hi Alden.

The phone number you gave me in the private message is not a valid HP number! it is transferred to a Bot that tells me that the number has been changed and to obtain the proper number I have to pay $4.99. I see you have the HP valid mark under your name, but I'm questioning as to why you gave me an incorrect number.  Have the managers at HP failed to give you a correct number or is that another wall they hide behind?

[kickinthehead]

Alden.  Why would you send me a BOT number that asks for my credit card?! Is this HP policy?  Now, the scanner/printer refuses to take any paper.  The entire printer scanner is  as useless as your suggestions. One get the impression that your job is to further frustrate a customer until they give up.  You have almost succeeded.  You must try harder as I will send this information to someone who listens, even if it's a small claims court.  This is a pathetic pachine only matched by  terrible service.