abrupt stop while scanning

[Wombat60]

While scanning a multi-page document my Laser Jet Printer MPF M26a (purchased last week...) abruptly stops, and an error message appears on the screen saying that the device is not connected with the computer--though it is, because it has already scanned several pages! Could this problem be caused by the usb cable that connects the printer/scanner to the PC? (the cable being 13 years old, it belonged to our old jet printer/scanner (we had to use the old one as there was no usb cable in the package of the new printer/scanner).

[DavidSMP]

Hi @Wombat60,

Good Day! Thanks for visiting the HP community. I understand that there are issues with scanning a multipage document where the scanner suddenly stops with a message that the device is not connected. It will be a genuine pleasure to assist you with this. 🙂

Stupendous efforts. Spectacular analysis of the issue before posting.  Kudos to you on that score. 🙂 It is always a privilege to work with tech-savvy gentlemen 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.

• Did this happen after a windows 10 update or a software update?
• Is the printer on a USB connection as described or is it wireless or Hardwired?
• Have you bypassed power strips?

Please perform these steps.

• Please perform a hard reset.
• Then please make a copy directly from the printer without any communication from the computer from the flatbed and the ADF
• Please run print and scan doctor utility and check if the issue gets resolved as the issue is intermittent
• Try with a different USB cable if it is a USB connection.

To perform a hard reset please follow the steps from this link: http://support.hp.com/lamerica_nsc_carib-en/product/HP-LaserJet-Pro-MFP-M25-M27-series/9365411/model...

Then check by scanning again. If it resolves the issue, there should not be any further problems.

• Otherwise, please make a few copies directly from the printer and check to eliminate any hardware copying issues with the printer.
• If it copies fine please run the print and scan doctor.
• If the copy fails, please contact HP phone support to get the printer replaced as it is a hardware issue with the printer.

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

Link to run print and scan doctor: http://support.hp.com/us-en/document/c02073861?jumpid=ex_r4155/hho/ipg/ccdoc/trailhead_doc

This should do the trick for you.

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. 🙂