Alignment page scan is failing

[bear23975]

During the initial setup of my printer, I am constantly getting stuck at the scan of alignment page and printer will not allow set up to continue. 

[Hawks_Eye]

Hi @bear23975 

Welcome to the HP Support Community! Thanks for posting your query! 

We're here to help you get back up and running.

Thanks for flagging this—let’s get a clear picture so we can pinpoint what’s causing the alignment scan to fail. I’ll walk you through a few quick questions to isolate the issue:

1. Which HP printer model are you setting up?
2. Are you using the HP App on a Windows PC, Mac, or mobile device for setup?
3. Did the printer successfully print the alignment page, and is it placed correctly on the scanner glass?
4. What exactly happens when the scan starts—does it stall, throw an error, or fail silently?
5. Are there any visible smudges, scratches, or protective film on the scanner glass?
6. Have you already tried restarting the printer or reprinting the alignment page?

Once I have this info, I’ll guide you through the most effective steps to complete the setup smoothly.

Regards, 

Hawks_Eye

Note: Do not share any of your personal information in public, such as serial number, phone number, email ID, etc.

[bear23975]

Hi Hawk,

Please see below my responses to the questions. 

1. Which HP printer model are you setting up? HP Envy 6500e
2. Are you using the HP App on a Windows PC, Mac, or mobile device for setup? HP app on apple phone
3. Did the printer successfully print the alignment page, and is it placed correctly on the scanner glass? Yes printed the page every time I restart the process and gets stuck scanning the page. Freezes at that step showing on the screen “Scanning Alignment Page”
4. What exactly happens when the scan starts—does it stall, throw an error, or fail silently? Just sits there saying it is scanning
5. Are there any visible smudges, scratches, or protective film on the scanner glass? No, brand new printer
6. Have you already tried restarting the printer or reprinting the alignment page? Yes I now have 5 copies of the alignment page

[Hawks_Eye]

Hi @bear23975 

Thank you for sharing the details—it helps us focus on what’s happening with your HP Envy 6500e. Let’s go step by step to get past this stage so you can complete the setup smoothly.

 

Check placement of the alignment page

• Place the printed alignment page face‑down on the scanner glass.
• Align it with the front right corner of the glass (look for the small guide marks).
• Close the lid firmly to ensure no light interferes with the scan.

Reprint a fresh alignment page

• On the printer’s control panel, select Setup > Tools > Align Printer.
• Allow the printer to print a new alignment page.
• Use this freshly printed page for the scan rather than reusing older copies.

Clean the scanner glass

• Even though the printer is new, gently wipe the scanner glass with a soft, lint‑free cloth slightly dampened with water.
• Dry it completely before placing the alignment page.
• This ensures no smudges or dust are interfering with the sensor.

Restart the printer and app

• Power off the printer, unplug it for 60 seconds, then power it back on.
• Close the HP App on your phone and reopen it.
• Retry the alignment scan.

Skip alignment temporarily (if available)

• Some models allow you to bypass alignment during setup and complete it later from the Tools menu.
• If the option appears, proceed with setup and run alignment once the printer is fully installed.

The alignment scan depends on precise placement and a clean scanner surface. Using a freshly printed page, ensuring correct positioning, and restarting both the printer and app usually clears the freeze at “Scanning Alignment Page.”

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye