HP 7612 Scanner failure. Unable to scan, copy or send a fax

[bradhf]

This happend almost a year ago and the fixes you suggested worked.  However, this abruptly happened again and nothing solves the problem. I can still print but thats it. 

Very frustrated with HP products. This is a little over a year old and replaced a previous HP printer thet failed after less than 3 yrs.

[Riddle_Decipher]

@bradhf

Welcome to the HP Forums 🙂 

I would like to take a moment and thank you for using this forum, it is a great place to find answers. 

As I understand the hp printer has a scanner failure error,

No worries, I understand this is a replacement, however, I'll be glad to help you resolve this issue, all I'll need is a few more details to dissect your concern & provide an accurate solution: 

Have you attempted to reset the printer to resolve this issue?

While you respond to that, here's what you need to do:

Step 1: Reset the printer and check the power source

Reset the printer to clear certain error states by calibrating the scanner mechanism, and then check the power source to confirm the printer is getting enough power to operate the scanner.

1. Press the Power button to turn on the printer, if it is not already on.

2. With the printer turned on, disconnect the power cord from the printer.

3. Disconnect the power cord from the power source, and then wait 30 seconds.

4. If you previously connected the power cord to a power strip or multi-plug outlet adapter, reconnect the cord directly to a wall outlet to ensure the printer is getting enough power.

5. Reconnect the power cord to the rear of the printer, and then turn on the printer.

   • If the error no longer displays, make a test copy to confirm the issue is resolved.

   • If the error still displays, connect the printer power cord to a different wall outlet to determine if the original outlet is causing the issue.

   • If the error still displays with a different wall outlet, continue to the next step.

Step 2: Check the scanner bar functionality

Perform a visual test of the scanner mechanism to see if it is jammed.

1. Remove any original documents or photos from the scanner glass.

2. Lift the scanner lid slightly, and then press the Copy button or icon.

   • If the scanner light does not move, the scanner mechanism is likely jammed. Contact HP to service the printer.

   • If the scanner light moves but the error still displays, continue to the next section.

Additional troubleshooting

Depending on your printer model, one or more of the following tasks might resolve the scanner issue.

• Reinstall the printer software: Uninstall the existing printer software and driver, and then install the latest version from HP Software and Driver Downloads.

• Restore factory default settings: For printers with touchscreen or menu-based control panels, locate the Restore Factory Defaults or similar menu under the Setup or Tools menu.

• Use a shorter USB cable and connect it to the PC directly: HP supports USB cables less than 3 meters (9 ft 10 in) in length. Additionally, connect the cable to an available port on the computer instead of through a USB hub or docking station.

If the issue is not resolved, then the last resort would be to Contact HP to have the printer either repaired or replaced:

HP Support can be reached by clicking on the following link:  

* Open link:  www.hp.com/contacthp/

* Enter Product number or select to auto detect

* Scroll down to "Still need help? Complete the form to select your contact options"

* Scroll down and click on HP contact options - click on Get a Case & phone number.

They will be happy to assist you immediately. 

If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.

If you would like to thank me for my efforts to help you, 

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution".

Have a great day!

[bradhf]

As you can see this is the same reply I rec a year ago and the problem was corrected then.  However, I tried all this again except for Step #2 since when I hit scan I just get the above message.  The cost of getting a technician to repair this printer just over a year old would probably be more expensive than just buying a new printer. Since this is the 2nd HP printer which has failed me at a young age (1+ and 2+ years), I will not be buying another HP printer.

In any case, thanks for getting back to me.

[Riddle_Decipher]

@bradhf

Thank you for posting on the HP Support Forums, 

I understand your concern and to help you out, 

I have escalated your concern to HP's Support Team in your region to have it reviewed for available options (if any). 

You should be contacted within 4 business days (Excluding Holidays & Weekends). 

Response times may vary by region. 

Please send a Private Message, if you aren't contacted within 4-5 business days.  

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

And Feel free to post your query for any other assistance as well, 

It's been a pleasure interacting with you and I hope you have a good day ahead.

[bradhf]

I appreciate you escalating my  problem but I could not work any longer without a  scanner or copier and no guarantee that even then the issue would be resolved so I just purchased a competing brand printer.

[SajjadKhalid]

I am facing the same issue. 

1. I was scanning from flatebed and before a new page scan an error message appeared 
   "An error occurred with the scanning driver". I was using 'NAPS' (Not another PDF Scanner) for A3 size gray-scale scanning.
2. I reset the printer according to your direction. The Scanner once allowed me to scan another page but after that the Printer's LCD was showing 'scanning ..' but it was not doing scanning.
3. I re-installed the driver software but it also didn't work.
4. Factory reset from the Printers LCD panel also not worked.

The only difference with my case is that my newly bought Printer (HP 7612... 3 days before) sometimes allows me to copy and scan for one time. When I turn it on, the scanner's sound of passing from one side to the other is heard for two times but the sound heard second was like that it could not complete the process.

[Kumar0307]

@SajjadKhalid, Welcome to the HP Support Community!

Are you using a MAC or a Windows PC?

Try making a standalone copy of more than 2 documents and check if that works. By this, we can conclude if this is a hardware or a driver issue.

For now, let us try these steps:

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.

Update the printer firmware

Click here to know different methods of updating printer firmware.

Check the scanner bar functionality

Perform a visual test of the scanner mechanism to see if it is jammed.

1. Remove any original documents or photos from the scanner glass.
2. Lift the scanner lid slightly, and then press the Copy button or icon.

If the scanner light does not move or moves halfway or is not lit, the scanner mechanism is likely jammed/broken.

Let me know how this goes.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!