Can't scan

[WALTERSTACHECKI]

My printer stopped printing and scanning.  I think I fixed the printing issue, but I can't solve the scanning issue.  Also at the time the problem occurered, the printer always says out of paper, but there are no jams and there is paper

[Sneha_01]

Hi @WALTERSTACHECKI,

Welcome to HP Support Community.

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

It sounds like you're experiencing multiple issues with your printer, particularly regarding scanning and paper handling. Let's address each problem step by step:

Scanning Issue

• Check Scanner Connection: Ensure that your printer is properly connected to your computer or network, depending on how you initiate scans (USB or network). If using a network connection, verify that the printer is connected to the same network as your computer.
• HP Scan Software: Use the HP Scan software or HP Smart app (if applicable) to initiate scans. Sometimes, using the manufacturer-provided software can resolve compatibility issues.
• Restart Printer and Computer: Turn off your printer and computer, wait for a few seconds, and then turn them back on. This can refresh the connection and resolve temporary issues.
• Update Scanner Drivers: Ensure that you have the latest scanner drivers installed on your computer. Visit the HP support website, enter your printer model, and download the latest drivers and software for your operating system.
• Check for Errors: Look for any error messages or codes on the printer's display panel or on your computer when trying to scan. These can provide clues about what might be wrong.
• Reset Scanner Settings: On the printer's control panel or through the printer's settings menu (if applicable), reset the scanner settings to default. This can sometimes clear up configuration issues.
• Test with Different Software: Try scanning from different scanning software or applications (such as Windows Fax and Scan or Adobe Acrobat) to determine if the issue is with a specific program.
• Paper Handling Issue
• Check Paper Tray: Ensure that the paper tray is loaded correctly with the appropriate paper size and type specified for your printer.
• Paper Sensors: Inspect the paper tray and the path where the paper feeds into the printer. Look for any stuck sensors or debris that may be causing the printer to think it is out of paper.
• Reset Printer: Perform a power cycle by turning off the printer, unplugging it from the power source, waiting for about 1-2 minutes, and then plugging it back in. This can sometimes reset the printer's internal sensors and resolve paper-related issues.
• Check Paper Settings: On your computer, ensure that the print settings match the paper size and type loaded in the printer. Incorrect settings can sometimes cause paper errors.
• Inspect Paper Path: Open all doors and trays where paper travels through the printer. Look for any small pieces of paper that may be causing jams or blocking sensors.
• Update Printer Firmware: Check if there are any firmware updates available for your printer on the HP support website. Updating the firmware can resolve various operational issues.
• Clean Printer Rollers: Over time, dust and debris can accumulate on printer rollers, affecting paper feeding. Clean the rollers using a lint-free cloth lightly moistened with water.

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