HP ENVY 120 e-All-in-One Printer - Scanner Dead

[MNWC]

Hi all,

The front panel touch controls and the touch screen display on my HP Envy 120 e-All-in-One printer have suddenly stopped working completely, although the printer itself, connected to my laptp by USB cable continues to work without problem; the scanner has also packed up.  no light is seen from the scanning bar, and the image produced comprises verical gray stripes. I have tried Print & Scan Doctor without success and have unistalled and reinstalled the printer and drivers, with no improvement.  No error messages have been displayed. My laptop is an HP Laptop 15-bs0xx, running Windows 10 (64bit) and has the latest patches installed.  Any assistance would be gratefully received.

Thank-you

[Riddle_Decipher]

@MNWC

Welcome to our humble abode, the family and tech-friendly house of HP Forums!

I'll be your host for the day, they call me the Riddle_Decipher.

I suggest we perform a hard reset on the printer as per HP Guidelines to resolve the issue:

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: Run the Print and Scan Doctor (Windows only)

Some scan error states might be resolved by running this automated troubleshooting tool for Windows computers.

1. Go to HP Print and Scan Doctor to download and install the tool.

2. Click Start on the Welcome screen, click your printer name, and then click Next to continue to the Finding and Fixing Problems screen.

3. Click Fix Scanning, and then follow any on-screen instructions to resolve the issue.

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

   • If the error still displays, continue to the next step.

Step 3: 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.

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

If the above doesn't work after all the steps suggested previously, Upgrade the printer firmware using the steps mentioned in this link: Click here

Keep me posted, as I (Or a trusted colleague) shall follow-up on this case to ensure the concern has been addressed, 

And your device is up and running again, only in case you don't get back to us, first! 

That said, If the information I've provided was helpful, give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us, and others see that we've got the answers!

Good Luck.