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12-07-2022 08:26 AM
After scanning a series of documents, the printer goes offline. The blue light remains on - but the power off button no longer works. Removing power cord and reconnecting the printer fixes the problem. My instinct is that there is a hardware/programming issue inside the printer related to the "edit buffer" when scanning. It seems to me that when the buffer gets full, the only solution is to unplug and reconnect. I do not believe there is an "on-line" fix. I have uploaded the latest version of HP Smart but the problem is inside the printer. HP know about the problem because of the many community forum discussions and have posted a technical note - but it does not address this problem. Disappointing and very frustrating. I hope this helps others. I am running Mac OS, Monterey 12.6.
12-10-2022 07:09 AM
Welcome to HP Support Community. This is a great place to post questions and find answers.
Thank you for posting your query, I will be glad to help you.
I see that you are facing issues with your HP DeskJet Plus Ink Advantage 6475 All-In-One Printer wherein it goes offline after scanning few documents.
Please download and install the firmware update by following the steps from this document.
Let me know if this works.
Take care and have a good day ahead.
Please click “Accepted 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!
12-10-2022 12:57 PM
I followed the steps in the document, including adding the PIN from the cartridge access area, and clicked "Check Now". It replied that there were no updates available. It also advised me of the firmware version # and the date of firmware release: 2022-04-02, last April.... Was a new firmware version actually installed when I clicked "Check Now"? The document says it will be uploaded automatically. If it was, it was instantly uploaded.....
I will monitor - but am not optimistic that the problem will be solved. Have you had personal experience with this problem and the "power on/off" switch no longer working?
Thanks in advance,
12-11-2022 12:21 PM
Thank you for replying HP community support.
As you have already tried all the troubleshooting steps, this could be a hardware issue with the unit and may need repair. We need to provide the solution to this issue in a private message as this information cannot be shared on a public post.
I have sent you a private message with this information.
In order to access your private messages, click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link
Keep me posted and have a great day ahead!
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.
12-12-2022 08:07 AM
Thanks but if it is a hardware issue, as we both suspect, then I will not take it to the store for repair. I live on the Caribbean island of Antigua and if I take it back to the store, they will not send it to the US but instead, it will end up as electronic waste. I am too much of an environmentalist to allow that to happen. I use it daily and have developed a work-around, i.e. unplug when not in use and disconnect/reconnect when scanning. Unfortunately, I cannot claim HP resolved the issue or "Accept as Solution", etc. Season's greetings to you and your loved ones though!
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