HP color laser MFP 179fnw scan unit open/exit jam - not cleared using HP guide - no paper jam found

[dashnieuil]

I fired up the printer/scanner to scan a photo. It indicated that the magenta toner is low. Tried to scan the photo - "scanning is currently unavailable."  Indication on the printer showed it ready for photo copy. Pressed the cop black button - started the scan and paper feed started then stopped. Checked for paper jam and none found - 1 sheet had lifted from the feed tray and was about 1/4 inch forward into the feed process. I followed the suggested actions - shut down - disconnect  power - wait 60 seconds - reconnect and try again. Same result - scanner unavailable but now  "scan unit open or exit jam." Followed further suggestions from advanced page - plus disconnect again and also turn off wi-fi router. Restart all and same results except now in addition "printer cartridges not found." Removed all, checked contacts clean and all replaced ensuring well seated and all looked correct. Now it suggests installing the black cartridge which is in place. 

Surely the scanner should work regardless of the toner issues. Help please.

[Treeko]

Hi @dashnieuil 

Welcome to HP Support Community. 

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

I see that you are facing printer issue.

Kindly refer to the steps below and let me know if that fixes the issue.

Please perform the below steps and let me know

1) Turn off the Router, Printer, and the computer/ mobile devices. 

2) Wait for 60 seconds. 

3) Turn on the Router first and wait for all the lights to stabilize. 

4) Take out the cartridges. 

5) Unplug the power cord from the printer & wall. 

6) Wait for 30 seconds. 

7) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not to a surge protector. 

😎 Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back > Insert the cartridges

9) Turn on the computer/ mobile devices.

and also uninstall the HP smart app and reinstall it

Update the firmware: 

Request you to update printer firmware. Kindly refer to the steps on this link and let me know if that fixes the issue.

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!

I hope this helps.

Take care and have a good day.

Treeko

HP Support

[dashnieuil]

Hello Treeko,

Sorry for the delayed reply - too little time available. Retirement has less spare time than when I was fully employed.

Thank you for the advice. I am now in a worse position. I followed the instructions and no change - still showing "scan unit open or exit jam." Now the printer is not seen by the computer - neither wi-fi nor USB. The printer sees the wi-fi but the connection fails using my changed password for the router. I have tried the security key from the router but that has 2 adjacent letters the same and the curser does not move on to enable the same letter to be input twice. Hence I have been unable to download nor apply the firmware. Next step please? I hope it is not to junk the printer.

[Treeko]

Hi @dashnieuil 

Welcome to HP Support Community. 

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

Please refer to this video link for the steps to restore the printer.

 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!

Take care and have a great day ahead!

Treeko

HP Support