HP ENVY won't scan or print. It will print from the MAC computer. Scan bar and light will not start

[WQ2]

Tried the methods of un-plugging and plugging in the printer many times with no luck. I wish HP would have a live support person to talk to. The printer in an HP ENVY 5531 all-in one

[Riddle_Decipher · Accepted solution]

@WQ2 Hey! I'm a live person from the HP Support forums!

And here's what I suggest you do:

Reset the printer to clear certain error states by calibrating the scanner mechanism, and then check the power source to confirm the printer is getting enough power to operate the scanner.

1. Press the Power button to turn on the printer, if it is not already on.

2. With the printer turned on, disconnect the power cord from the printer.

3. Disconnect the power cord from the power source, and then wait 30 seconds.

4. If you previously connected the power cord to a power strip or multi-plug outlet adapter, reconnect the cord directly to a wall outlet to ensure the printer is getting enough power.

5. Reconnect the power cord to the rear of the printer, and then turn on the printer.

   • If the error no longer displays, make a test copy to confirm the issue is resolved.

   • If the error still displays, connect the printer power cord to a different wall outlet to determine if the original outlet is causing the issue.

   • If the error still displays with a different wall outlet, continue to the next step.

Perform a visual test of the scanner mechanism to see if it is jammed.

1. Remove any original documents or photos from the scanner glass.

2. Lift the scanner lid slightly, and then press the Copy button or icon.

   • If the scanner light does not move, the scanner mechanism is likely jammed. Contact HP to service the printer.

   • If the scanner light moves but the error still displays, continue to the next section.

Additional troubleshooting

Depending on your printer model, one or more of the following tasks might resolve the scanner issue.

• Reinstall the printer software: Uninstall the existing printer software and driver, and then install the latest version from HP Software and Driver Downloads.

• Restore factory default settings: For printers with the touchscreen or menu-based control panels, locate the Restore Factory Defaults or similar menu under the Setup or Tools menu.

• Use a shorter USB cable and connect it to the PC directly: HP supports USB cables less than 3 meters (9 ft 10 in) in length. Additionally, connect the cable to an available port on the computer instead of through a USB hub or docking station.

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