Can't Scan From Flatbed

[saxmanswife]

Please help!  I can scan from the autofeed, but when I try from the flatbed I get the message: "Scanner reported an error.  Scanner failed to complete the scan".

I'm not sure what to do.  I've tried shutting everything down and back on .  I'm not sure what else to try.

Thanks,

saxmanswife

[DavidSMP]

Hi @saxmanswife,

Good Day! Thank you for posting in the HP community. I understand that you require assistance regarding scanning issues with the flatbed of the printer using a MAC computer. It will be a genuine pleasure to assist you with this. 🙂

Stupendous diagnosis and troubleshooting. Spectacular analysis of the issue before posting.  🙂 Kudos to you on that score. 🙂 It is always a privilege to work with tech-savvy customers like you. 🙂 You are a valued HP customer and it is paramount to assist you here. We greatly appreciate you for doing business with HP. I take it as a privilege to share this platform with you. 🙂

For better clarity and to assist you better, I would require more information regarding this.

• Have you tried making copies directly from the printer without any communication from the computer?
• Have you bypassed power strips?
• When did this happen first? Did this happen after a power outage or surge?

For starters, please make a few copies directly from the flatbed without any communication from the computer.

Steps to copy from flatbed:

• Please try to make a few copies directly from the printer without any intervention from the computer. Please place the required document face down on the flatbed scanner and touch the copy button. If it copies fine, then the issue could be software related.

If it copies fine then the issue could be software related and it requires a reinstallation of the printer drivers.

If the copy fails from the flatbed, please contact HP phone support to get the printer replaced or upgraded.

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

If it copies fine, the please reset the mac printing system from this link: http://support.hp.com/ro-en/product/hp-color-laserjet-pro-mfp-m177-series/5303438/document/c01371980...

 Then please the printer software from this link: http://support.hp.com/us-en/drivers/selfservice/hp-photosmart-premium-fax-e-all-in-one-printer-serie...

Please select the correct operating system and follow the option “Driver-Product Installation Software”

Hope this helps.   I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂  Please reach out for any issues and I'll always be there to assist you. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care now and have a splendid week ahead. 🙂