Coloured vertical lines when scanning

[JOD78]

I have a brand new Envy 5000 all-in-one printer that i set up yesterday. When doing the alignment page and it tells me to scan, it couldn't detect the page i printed. I eventually decided to skip this step. The machine is printing fine but when i try and scan all i get is a page of vertical colored lines. There is no image of the document i'm trying to scan underneath. I've tried via my iPhone and my laptop using the HP smart app. I've also followed the instructions of unplugging the cable whilst the printer is powered on and leaving it for 60 seconds. I've not cleaned anything as this is a brand new machine and i would expect it to be working out of the box. I've found it impossible to find a contact number to speak to a human, just some virtual bot that is as much use as a chocolate teapot! please help

[The_Fossette]

@JOD78,

Welcome to the HP Support Community!

I reviewed your post and I understand that you are facing issues scanning from the printer.

Don’t worry, I assure you I will try my best to get this sorted.

Do you have full feature software installed on the computer? If NO, then download and install the software from the below link.

https://support.hp.com/in-en/drivers

If you have the full feature software installed on the computer then follow the below steps and check.

1. With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet. 
2. Remove USB cable, if present. 
3. Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge. 
4. Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer. 
5. Turn on the printer and wait till the warm-up period finishes and the printer is idle.

If you continue facing the issue, then continue troubleshooting the issue from the below article.

https://support.hp.com/in-en/product/hp-envy-5000-all-in-one-printer-series/14095644/document/c05343...

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!