Scan and copy issues

[latecomer73]

Every time the printer has been idle for a while it crashes when attempting to scan or copy.   Once restarted its fine.   This happens when using the control panel on the front or the app.    Appears to be agnostic to the control method.  This has been happening for 2-3 months.

Firmware is updated to the latest available

Printer is approx 10 months old

Have tried the printer debugging app and the online agent (which appears broken and just spams the same links every 10 seconds)

Any advice on things to try or how to report it as a fault?

Thanks

[Dragon-Fur]

@latecomer73 

Assuming you purchased the printer "new-in-box" from HP or from an authorized retailer (not off the back of a truck) - ten month old printer is still likely under hardware warranty.

If the printer's diagnostics and troubleshooting do not resolve the issue, it is time to contact HP Support.  At the least, the issue can be reported inside the warranty period - and likely - the HP response center can help you find out what is going on and fix the problem.

For example, troubleshooting for printers 

The Doctor can help with several issues, including driver, connection, and "jobs stuck in the queue".

HP Print and Scan Doctor for Windows

HP Diagnostics - HP Support Diagnostic Tools - HP Laptop Computers & Printers

Troubleshooting > Topic Scan

Documents include...

•  Network Scanner Connection Error (Windows)
•  Resolving a 'Scanner Failure' Message When Scanning, Copying, or Faxing

HP Technical Support - HP Contact Information

Reminders

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Option - HP Support is on Facebook!

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From HP > CAUTION

Recently, HP has seen an increased number of third-party support websites selling HP driver downloads or diagnostic tools. Many of these websites use the HP trademark symbol and claim to be official HP distributors.

If your product supports your operating system, HP offers your driver and software at no additional cost through the HP website.

Use caution when dealing with any website that asks you to pay for HP driver downloads or tools that claim to diagnose your HP products. These websites might not be affiliated with HP in any way.

Do not install BIOS updates from a motherboard manufacturer's website. Only install BIOS updates from HP. Installing BIOS updates from the motherboard manufacturer can prevent the computer from accepting an HP system recovery. This could result in a loss of data.

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Reference and Resources – Places to find (more) help and learn about your Printer

Clarification of terms and "what the printer can do" (Specifications)

Printer Homepage – “Things that are your printer”

NOTE:  Content depends on device type and Operating System

HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Access to the Print and Scan Doctor (Windows), User Guides, Product Information, more

HP ENVY Photo 6234 All-in-One Printer

When the website support page opens, Select (as available) a Category > Topic > Subtopic

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[latecomer73]

Thanks for the very detailed reply - Think I'll go with the support ticket which I probably would havedone in the first place if I could figure out how/where to do it!  

[Dragon-Fur]

@latecomer73 

You are welcome.  

We will many times provide a personal response and perhaps try to include some guidance to those who might be looking for help on a similar issue.  Your question is a good one (I do not mean to be dismissive) - it is an opportunity to remind others of some of the troubleshooting tools you have likely used.

HP Diagnostics - HP Support Diagnostic Tools - HP Laptop Computers & Printers

So, here goes...

A basic contract covers hardware as defined and explained in the contract details.  This coverage does not generally include software, though any final determination is always made by HP.  (Our community does not speak for HP service.) 

If you have a purchased Care Pack, the coverage differs by contract - details are usually available when you check your online warranty status.

Actual Warranty status and / or coverage is not impacted by the results of an online check.  In other words, if you disagree with what you see, HP can clarify the details.

When you submit the case to HP, describe the issue and include a couple of the troubleshooting methods that you have completed.  When you speak with a representative, you can fill in the details and the results.

Good Luck.

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Click Thumbs Up on a post to say Thank You!

Answered? Select the relevant post "Accept as Solution" to help others find it.