Envy 6220 requires reboot to scan

[SWDH]

I have an HP Envy Photo 6220 All-in-One Printer.  It is updated to the most recent firmware, from January 25, 2021.  Over the course of diagnosing this problem, I have already done a hard reset.  It is connected to my home network via Wi-Fi.  I'm able to print without any issues.  I don't think I've ever used the copy functionality.

I do not use the scanner frequently - typically once every few weeks.  I use the HP Smart App on iOS when I do.  Each time I try to scan, the printer freezes, displays a jumble on the LCD panel, and requires a hard reboot.  After the reboot, I'm able to scan normally. 

A quick Google of "hp envy 6220 scan crash" or "hp envy needs reboot to scan" shows results in these forums of people posting over the past few years with the same problem with their various flavours of Envy printers - after the printer has been idle a while, a reboot is required in order to use the scanner.  I have not found a post with a solution. 

[Jay_G24]

Hi @SWDH,

I'd like to help!

I understand that printer crashes when you try and scan.

Try the below suggestions to resolve the issue-

1. Uninstall HP Smart 
2. Try updating mac/ios and printer firmware
3. Install HP Smart from the APP store 
   Try updating mac and printer firmware
    
   To update the printer's firmware, refer - HP Printers - Updating or Upgrading Printer Firmware 
    To update ios, try these steps -Update your iPhone, iPad, or iPod touch

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

[SWDH]

While my firmware was already up to date, I did reinstall the HP Smart app and was pleased that the next time I tried to scan, I was successful.

However, as I said, this problem exhibits itself when the printer hasn't performed a scan for a while.  It just so happens I needed to scan something right now, and the device has returned to form with a crash.  However, this time instead of the display being filled with random data, it now displays:

ERROR CODE

0X00829C98

WH_WATCHDOG C

It should be noted, the device happily printed from an iPhone just a few hours earlier.

I can see in the forums other people having reported this error, and the general advice has been to turn off the printer, remove the cartridges, and the like, and then if that doesn't work make sure you update your firmware.  I haven't seen any where a reply has come back saying that fixed the problem. 

Is there any advice that is specific to the problem of the printer crashing when you try to use the scanner or the error code above?

[Jay_G24]

To resolve the ox error,Let us try these steps to resolve this issue: 

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.

Check for any jams inside the printer and make sure the print carriage is moving freely.

Perform the steps mentioned in this document.

For more info on resolving 0x errors, kindly refer to this document.

If the issue persists, please reach out to HP Support in your region regarding the service options for your printer. 

Hope this helps!

Keep me psoted!

[SWDH]

A full reset does clear the problem temporarily but as soon as the printer is idle for a few days, the problem recurs, which means effectively I need to reset it before I do any scanning at all.

So thank you for the help, but the problem persists, albeit with an error code now instead random graphics on the control panel.

[SWDH]

I've done everything suggested with respect to the app, the firmware, and completely resetting the printer, but I still get the same error code each time I want to scan after the printer is idle for more than a day.

Has a firmware bug been filed against this?  Or is this a common hardware problem and I should contact support to replace my printer?