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PDroad
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Bogus error message when trying to scan

HP Recommended
HP Envy 7640
macOS 10.12 Sierra

I want to scan just one page to my computer.  I place the page on the glass pane.  I activate HP Scan from my computer. I get an error message on both my iMac and on the printer window that says "The document feeder was not able to pick up the original.    Load the original in the document feeder and try again."

I take the page out from under the lid and place it in the document feeder.  Same result.

Then I upgraded and reloaded the driver for the printer and the scanner from the HP website.  I restarted the computer.  I turned off the printer and unplugged it plugged it in again and powered up.

Tried again. Same result.  "Scan failed"

Please help.  I haven't been able to find anything in the forum.

Thank you.

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Riddle_Decipher
HP Support Agent
HP Support Agent
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Message 2 of 2
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HP Recommended

 

@PDroad

Welcome to the HP Forums 🙂 

I would like to take a moment and thank you for using this forum, it is a great place to find answers. 

 

As I understand there's a message that pops up everytime you attempt to scan and you aren't able to scan due to the same,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Have you checked any related HP Forum posts that have a solution to your concern?

 

If you haven't, Here's a related HP Forums post that seems to have helped others: Click here for the steps.

If the issue persists, try the below steps:

 

Step 1: Confirm if the issue is also printing-related

The steps in this document resolve communication and connection errors when scanning only.

If you have a connection issue when both printing and scanning, use the following resources to resolve the issue:

  • For wireless connections, go to Guided Solutions: Printer Does Not Maintain Wireless Connection.

  • For wired connections, make sure the cable is connected to the printer Ethernet port  and to an available port on the router. If the green link is not steady and the orange activity light is not blinking, restart the router, printer, and computer to resolve any network error states.

If you have a connection issue when scanning only, continue to the next step.

Step 2: Restart devices and check driver scan settings

Restarting the computer and printer can restore the scan connection and scan options, then check the scanning settings on the Mac.

  1. Turn off the printer.

  2. Make sure the printer power cord connects directly to an electrical outlet and not through a surge protector or power strip.

  3. Close all running programs on the computer, then restart the computer.

CLICK HERE FOR MORE STEPS AND INSTRUCTIONS.

 

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

Thank you for posting in the HP Support Forum.  Have a great day!

Regards,

Riddle_Decipher
I am an HP Employee

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