HP Envy 4520 Scan or Copy broken

[MFleenor]

My HP Envy 4520 All-in-one appears to have a defective scanner.  Scanning results in an image with vertical streaks but no hint of the original document.  Copy, both BW and color results in a printed page of the same vertical streaks with nothing of the original document.  The scanner bar moves under the glass the full length of the glass and is lit, as if scanning.  I've tried unplugging the power cord overnight, not just for 15 seconds, and I've downloaded and used the HP Print and Scan doctor application, all with no change.  The printer, as well as the WiFi connection, still works fine.  I suspect that the scanner electronics are defective.  I would welcome any recommendations.  I would also welcome any information about how to purchase scanner parts.  

[Jay_G24]

Hi @MFleenor

Welcome to the HP Support Community. 

Clean the scanner-

Fingerprints, smudges, dust, or debris on the scanner glass, under the scanner lid, or in the document feed slot can cause lines and color bands. Clean these parts with a soft, lint-free cloth sprayed with glass cleaner.

Read one of the following sections for steps to clean these components, depending on your printer type.

Printer with flatbed scanner glass and lid

Printer with a document scan feeder

Printers with a flatbed scanner glass and lid

Clean the scanner glass and underside of the scanner lid with a soft, lint-free cloth sprayed with glass cleaner.

1. Turn the printer off, then disconnect the power cord.

2. Lift the scanner lid.

3. Spray a soft, lint-free cloth with glass cleaner, then wipe the scanner glass, glass strip (if present), the white backing under the scanner lid, and the white strip under the lid (if present) until clean, dry, and streak-free.

      CAUTION: 

   To protect the interior printer parts, do not spray the cleaner directly on the glass or on the underside of the lid.

4. Reconnect the power cord, turn on the printer, then close the scanner lid completely.

5. Load the original document or photo, then try to scan. Make sure the original document or photo is in good condition and free of tears, creases, folds, staples, or tape.

   If the issue persists, continue to the next step.

Reset the product

• With the printer turned on, disconnect the power cord from the rear of the printer.
• Unplug the power cord from the wall outlet.
• Wait at least 60 seconds.
• Plug the power cord back into the wall outlet.
• Reconnect the power cord to the printer.
• Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

Hope this helps! Keep me posted. 

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

[MFleenor]

I stated in my original post that I had followed the reset procedure with no resolution to the problem.  Cleaning the flat bed also didn't help. I understand that dirt on the scanner glass could cause a similar problem on a fixed bar scanner, but not on a flatbed, since the scanner bar moves under the glass.  The streaked page is consistent from top to bottom as if a single scan row of dots is locked in memory and is never updated by the scanner. I'm still looking for a repair solution.

[Jay_G24]

Can you copy a blank page and hare the results?

[MFleenor]

The lid of the flatbed scanner is white. If I scan with nothing on the glass, I get a full page of vertical lines. That's my reason for believing that that the scanner is creating an image of the last scanned row or the scanner memory is defective. Neither the HP Smart diagnostics nor the HPPSdr application reports anything when run on the HP 4520.  The scanner is only for home use and had worked fine until a couple of weeks ago, Out of warranty, of course.

[Jay_G24]

As this is a hardware issue, I'd suggest you Contact HP in your region regarding the service options for your computer.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.  

Have a great day! 

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!

[MFleenor]

I'd really like to know if anyone in the HP Community has encountered the same failure of an HP Envy 4520 scanner, and more importantly if the 4520 was repaired.   The 4520 was purchased Nov 2018, so it's not even two years old.  If repair is more costly than the printer, then it'll be just one more HP product sent to the landfill.  I've checked the HP Support website and there are no repair/service centers within 50 miles.  Shipping and repair charges, since the device is out of warranty, are likely to exceed the cost of the 4520.  I still welcome any advice or recommendations for getting the scanner repaired instead of sending the device to a landfill.

Following is a sample scan with with nothing on the flatbed scanner and with the lid closed.   The published "reset the device" procedure has been performed more than once, and the scanner glass is as clean as possible.

[Jay_G24]

We do not have authorized repair centers for printers.