HP M4555 Scanner Not Working No Error Message

[davidzuts]

This is a interesting one. I went on a service call 2nd party for this machine which was crunching the paper and they could not copy. Crunching issues was solved as there was a piece of packing material on the side of the toner cartridge that caused the paper to move as it went under the registration assembly. The scanner issue is still not resolved and looking for any and all comments. First the company would not let me do a partial clean since the settings in the machine were set before it was shipped and they do not feel the firmware is the issue. Would have liked to try it but that was out. What I did was remove the small cover in the back and disconnect the 2 scanner cables that go from the scanner to I think the engine control board and turned on the printer thinking I should get an error. The machine booted to ready with no error.I reconnected the cables, turned the printer on and had the ADF cover up so I could watch the scanner and it was completely dead. No scanner light and no movement what so ever. If you try to copy you get a busy message waiting for the scanner to become ready which it never does. The company who contracted us per my request is sending a replacement formatter (no hard disk as they want me to use the one already installed, a scanner unit and a engine control board. Looking for any advice as the parts will be at the customer site on Monday morning. I plan to replace the formatter first since that is the easy item and if that does not work putting in the new engine control board. I really do not think the scanner unit is the issue since with it disconnected or connected the printer comes to ready with no error message.

[sandytechy20]

@davidzuts

Thank you for posting on HP Forums, The issue that you have with this LaserJet M4555 is classified as a commercial product (business line).

Our Commercial Support Team does not provide assistance via this platform.

If you require immediate assistance, you will need to log a case with our Commercial Support Team.

Please click on this link: http://www8.hp.com/us/en/contact-hp/business-support.html for more details and support.

Let me know if you require further information and/or assistance.

[davidzuts]

To the poster above. Do you really know what you are doing. I am one of the top posters on this forum and your recommendation shows you lack of knowledge.  First off this is a printer and not a computer. Second when hp divided into 2 companies all enterprise support forums for printers migrated to this forum. So support for what you call commerical products is provided on this forum. Please stop posting you link as it just confuses people looking for support.

[davidzuts · Accepted solution]

Just to let anyone following this thread, the issue has been resolved.  The problem was the formatter. What is interesting is we got permission to do a firmware update using usb thumb drive before we replaced the formatter. After the update the screen froze at 1/8 and would go no further. When we received the new formattere and moved over the hard disk, it then proceeded to update the firmware from before and after a couple of boots came up ready and the scanner is making copies like a champ.