HP ENVY 5544 Scans come out with coloured lines

[Pezmanfm]

Hi there!

I have a HP ENVY 5544 all in one air printer. It prints perfectly however we recently noticed when you try and copy a page, it just prints a load of lines. I have also tried scanning in colour and black/white and it has the same affect. 

I have been through all HP recommendations, including updating printer drivers, cleaning the glass and checking for imperfections, aligning paper, resetting machine etc. Does anyone have any idea what could be going wrong or is it just permanent damage?

I have attached one colour and one black/white scan below for reference.

Many thanks!

 

[Kumar0307]

@Pezmanfm, Welcome to the HP Support Community!

I'm afraid this could be a possible hardware issue with the scanner mechanism in the printer.

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.

If the issue persists, since you have already tried all possible troubleshooting steps, please contact our HP Support team for Service Options as it could be a possible hardware issue:

1) Click on this link - www.hp.com/contacthp/

2) Select your product type below.

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Select the appropriate option based on your preference.

6) Fill the web-form and proceed further.

Keep me posted for any other assistance.

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!

[Pezmanfm]

Hi Kumar,

Thank you very much for your reply.

I have just tried another copy with the top open. The scanner bar seems to make one full cycle to the end and back with the light on and then it judders around with the light around its resting location. It then does another full cycle to the end and back with the light on. 

Seems as though its not jamming? Does that sound like the correct sequence of events for the scanner bar normally? Could this be a software fault despite me having updated everything in the last few days?

Sorry for all the questions!

Many thanks!

[asmita6658]

@Pezmanfm

This looks like an issue with the scanner lamp. 

Please reach out to the HP Support in your region regarding the service options for your printer. 

Thanks!