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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎05-18-2014 09:00 AM

HP Recommended

I bought a HP Officejet Pro 8600 Plus e-All-in-One Printer - N911g printer about a year ago. It worked fine until yesterday. The scanner failed. the scanned image is just a  rectangle with colored vertical stripes, see below.  No source image at all. I tried HP Print and Scan doctor, but it reported every thing is good.

It seems the scanner sensor itself failed. I have not used the scanner too heavilty, nor copying heavily. Anyone else has seen this scanner issue? If there a replacement part for scanner?

Capture.JPG

4 REPLIES 4

‎05-20-2014 01:40 PM - last edited on ‎03-06-2017 04:48 PM by HP Administrator

HP Recommended

Hi Evan_L,

 

Welcome to the HP Forums! I see that you are getting a scanner failure message with your HP Officejet 8600 printer. I am happy to help you with this issue! Smiley Happy

 

I would try the following:

 

  1. Firmware update. Getting the Latest Firmware and Product Updates
  2. Powercycle the printer. (Unplug the power cable for 30 seconds plug it back in while the printer is turned on).
  3. Plug the power cable directly into the wall outlet not a surge protector.
  4. Make sure nothing is on the scanner glass when the printer is turned on.

 

Hope this information helps you, and have a great day! Smiley Happy

RnRMusicMan
I work on behalf of HP

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‎05-20-2014 08:59 PM

HP Recommended

Thanks RnRMusicMan,

 

I checked the printer FW, and HP support website. The printer has the latest FW. Also I followed all the instructions above, and the scanned image is still the same.

 

Printing is working OK. Copying is not working correctly. The copied image is the same as scanned image, which is just colored vertical stripes, which makes sense if the scanner is not functioning. Do you have any other suggestions? Thanks.

‎05-21-2014 07:06 AM

HP Recommended

Hi Evan_L,

 

Thank you for your response! :generic:

 

Please call our technical support at 800-474-6836, as it seems to be a hardware related issue, especially if copying doesn't work. If you live outside the US/Canada Region, please click the link below to get the support number for your region. Country-language selector.

 

Hope this helps you, and have a great day! :generic:

RnRMusicMan
I work on behalf of HP

Please click “Accept as Solution ” if you feel my post solved your issue, it will help others find the solution.
Click the “Kudos Thumbs Up" to say “Thanks” for helping!

‎11-12-2014 10:10 AM

HP Recommended

I guess I was lucky...after reading the comments, I left the printer on, unplugged the cord from the back, waited about 30 seconds and plugged it back in.  Ran the scan from the actual printer and it worked.  I was getting the lines on the scan document as well, and this procedure worked for me.  Glad I didn't have to investigate further.

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