Help with Help

[Pedro44445]

I hace a OfficeJet Pro 7740 that has stopped scanning correclty, when i want to ask for Help the system does not accept the serial number that is printed on the side of the printer, it says is invalid,  and I can not get any further support. I am sure I am typing the serial number correctly as.it appears in the back of the printer after S/N:.

I have bought the printer in Amazon so I suppose Is not a falsified product.

What can I do.to get help?

Regards

Pedro

[Sneha_01]

Hi @Pedro44445,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds frustrating to encounter issues with your HP OfficeJet Pro 7740 and difficulties in accessing support. Here’s a step-by-step guide to help you resolve the scanning issue and address the problem with the serial number:

**1. Verify Serial Number Accuracy

Double-Check Serial Number:

• Ensure you are entering the serial number exactly as it appears on the printer. Sometimes, small errors can occur, so carefully recheck each character.

Check Format:

• Verify that you are entering the serial number in the correct format. Some support sites may require a specific format, such as including dashes or not.

**2. Check Warranty Status

1. Verify Warranty:
   • Even if you bought the printer from Amazon, it should be covered under HP’s warranty if it’s a genuine product. Verify the warranty status using the HP Warranty Check page.

**3. Troubleshoot Scanning Issue

• Ensure that the scanner settings on your computer are configured correctly. Open the HP Smart app or HP Scan software and check the settings for any misconfigurations.
• Download and install the latest drivers and software for your OfficeJet Pro 7740 from the HP Support website. Updated software can resolve many issues.
• Power cycle your printer. Turn it off, unplug it from the power source, wait for 30 seconds, and then plug it back in and turn it on.
• Ensure that your printer is properly connected to your network if you are scanning over the network. Reconnect to the network if needed.
• Use the HP Print and Scan Doctor to diagnose and fix issues with printing and scanni

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[Pedro44445]

Dear Rachel571;

Thank you very much for your answer. But before I have posted my message I have already tried your points 1 and 3 from your answer.

If you want I can send to you through private message a photo from the tag with the serial number so you can check what is going on.

I will check with Amazon the warranty status of the printer, thank you for that tip.

The scanner is scanning vertical lines despite everything is perfectly clean.  I took this photo (attached) from the post of another user that has the same problem. My Printer is doing the same. I am really not much willing to disassemble the printer myself to try to repair it, and it has been really almost not used, it would be a pitty to throw it  away so early, that is why I am asking for assistance (aka a repair shop)  but, in the search of a Shop, am stopped when the HP system rejects the serial number as invalid.

Regards

Pedro

[Sneha_01]

Hi @Pedro44445 

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support