Brand New HP Envy 6032 - Does not photo copy or scan the documents I've place on the glass bed.

[Shawn_Nje]

Hi!

Hope someone can help before I go completely bonkers! 

Finally got deliver of our new HP Envy 6032 Copier/Scanner/Printer. Basic installation went problem free, connected to our wireless router. Test prints came out well and I even tested printing some PDF documents stored on my MacBook Pro. 

However when I tried to photocopy documents the print outcome is A4 sheets in complete darkness. Nothing legible just a full black printed sheet. The same happens when I try to scan documents. In the preview function it's just an A4 dark document nothing legible. Even tried to scan directly without the preview but gives the same result.

I checked to see the drive routines/software were up to date downloaded and run them on my MacBook but it appears the printer is up to date. 

Our WiFi network doesn't appear to be a problem the printer is connected to the network and as I said I've been able to print PDF's from my MacBook to the printer and was happy with the print quality.

It's just typical that I urgently need the use of this new printer since our old Brother multi function printer died on us!!

Hoping someone can give me some tips to get the printer performing as it should.

Many thanks in advance.

Shawn

[Kumar0307]

@Shawn_Nje, Welcome to the HP Support Community!

I understand you are not able to make copies or scan. This seems to be a hardware issue with the scanner. Let us try these steps:

Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

Update the printer firmware

Click here to download and install the latest printer firmware from your computer.

Click here to know different methods of updating printer firmware.

Check the scanner bar functionality

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 or moves halfway or is not lit, the scanner mechanism is likely jammed/broken. In this case, please reach out to the HP Technical Support team in your region regarding the service/replacement options for your printer. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

Keep me posted for any other assistance.

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" on the bottom right to say “Thanks” for helping!

Have a great day! 

[Shawn_Nje]

Hi!

Appreciate the reply. 

I had a support technician connect to the printer remotely and came to the conclusion there was a hardware problem. HP are arranging to send me a new printer and collect the faulty.

Kind regards

Shawn