HP Color Laser MFP 179fnw says scanner locked

[APTECPRA]

The printer has a permanent error code saying scanner is locked. It will not scan documents. It has been like this since we purchased the printer. There is no scanner toggle to lock or unlock the scanner, updating drivers does not work, and it has been turned off and on multiple times. I cannot click on scanner options under the printer settings for this device.

Did we purchase an already broken printer? Is there a setting I cannot seem to find? HP customer support has declined to help us as the warranty on the printer is up. Help please, this printer is nearly brand new, and only used for printing paper in colour maybe once a week!

[Rachel571]

Hi @APTECPRA,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you've encountered a frustrating situation with your HP Color Laser MFP 179fnw printer. Typically, the "scanner locked" message is intended to prevent damage to the scanner during transport, and there is usually a physical mechanism to lock or unlock the scanner. However, you mentioned that there's no visible toggle for this, which complicates matters.

Since you've already tried the common troubleshooting steps without success, let's explore some other potential solutions and considerations:

Hidden or Non-Obvious Scanner Lock: While you mentioned there's no visible toggle, some printers have scanner locks that are less obvious or located in unusual places. It might be worthwhile to carefully review the printer's manual (usually available on the HP website if you don't have a physical copy) for any mention of a scanner lock or transport lock. Sometimes, these locks are inside the scanner bed area or near the hinges.

Factory Reset: If software glitches are preventing the scanner from functioning correctly, a factory reset could help. The process for performing a factory reset varies by printer model, so you'll need to consult the printer's manual or HP's support website for instructions specific to the HP Color Laser MFP 179fnw.

Service Menu: Some printers have a hidden service menu that can be accessed through a specific combination of button presses. These menus can sometimes offer additional reset options or diagnostic tools not available through the regular user interface. Again, finding how to access this menu (if available) will require some research or might be mentioned in online forums or support communities.

Physical Inspection: Although it's a bit more technical, if you're comfortable with it, you might consider carefully opening the scanner lid and inspecting the scanner assembly for any signs of physical obstruction, misplaced packing materials, or disconnected cables. This step should be approached with caution, as improper handling could cause further damage.

I hope this helps.

Take care and have a good day.

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Rachel571 

HP Support