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Does not scan directly from the glass - the Scanner Glass does not appear as the Source

HP Recommended
ENVY 6055
macOS 10.15 Catalina

The printer works fine and it will scan photos from my computer but it will not scan directly from the printer. When I place a document on the glass and select the scanner option or when I select Scan from the HP Smart menu it only prints out a set of dark vertical lines. IMG_3668.jpgIMG_3669.jpg 

I have a Mac so the Scan Doctor does not work. I have tried the virtual assistant and that did not help at all. I have uninstalled and reinstalled, I have Shut Down and restarted the computer and the printer. All without luck. I feel like this isn't a major problem but I just cannot figure it out. 

HP Support Agent
HP Support Agent
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Hi @BVBluem,


I'd like to help!


To better assist-


Does the copy print out the same way?


Try updating mac and printer firmware


To update the printer's firmware, refer - HP Printers - Updating or Upgrading Printer Firmware 

 To update Mac, try these steps - How to update the software on your Mac


Uninstall HP Smart


 Download HP Easy Start and install the printer.

You can also install the HP Smart App and print and scan using the app.


You may also add the AirPrint printer to the Mac printer queue


Add the Air Print printer to the Mac printer queue

Confirm you are using Air Print by adding the printer in System Preferences.

  1. Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.
  2. Check if your printer name displays in the Printers list, and then do one of the following steps.
    • If your printer is listed, remove and re-add the printer to confirm it is set up for Air Print. Click the printer name, click the minus sign "-" to delete the printer, click the plus sign "+"click Add Printer or Scanner, click the printer name and then continue to the next step.
    • If your printer is not listed, click the plus sign, click Add Printer or Scanner, click the name of your printer, and then continue to the next step.
  3. Confirm Air Print or Secure Air Print displays in the Use or Print Using menu, and then click Add.
  4. Open a document or photo, click File, and then click Print.

Hope this helps! Keep me posted. 


And, Welcome to the HP Support Community. 


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

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Message 3 of 3
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Is the problem really with SCANNING or is it when you're trying to MAKE A COPY of a document?

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