HP Envy 6000 - scan function not working

[lily_mary]

Hello,

the scan function on our HP Envy All-in-one has never worked. The output is horizontal black lines in different shades.

So far, to correct the issue I've:

Restarted the machine, several times, uninstalled and reinstalled drivers, reset the printer back to factory settings and reinstalled it. Uninstalled and installed the printer on this laptop (Samsung Galaxy Notebook). 

The laptop is x64bit, Windows 11 Operating system.

Help! 

[Meghana_10]

Hi @lily_mary, Welcome to the HP Support Community.
 

Thank you for providing the details of the troubleshooting you've already completed. We understand how concerning this must be, especially since the scan function on your HP ENVY 6000 All-in-One printer has never worked, while you've already reinstalled the drivers, reset the printer, and set it up again on your Windows 11 laptop.
 

Because you have already ruled out the most common software causes by reinstalling the drivers, resetting the printer, and reinstalling the device, the issue may be related to either:

• A hardware issue with the scanner assembly (such as the CIS scanner sensor, scanner cable, or calibration process).
• A software communication issue between the scanner and the computer, although this is less likely if the problem occurs consistently.

The next steps will help determine whether the issue is with the scanner hardware itself or the Windows scanning software.
 

1. Perform a Standalone Copy Test

This is the quickest way to determine whether the scanner hardware is functioning correctly.

1. Place a blank sheet of paper on the scanner glass.
2. Press the Copy button directly on the printer.
3. Examine the copied page.

Why this helps:

The Copy function uses the printer's built-in scanner without involving your computer or printer drivers. If the copy also contains horizontal black lines, the issue is almost certainly within the scanner hardware.

• If the copy has black lines: The scanner assembly (such as the CIS sensor, scanner cable, or scanner mechanism) is likely at fault.
• If the copy is clean: The scanner hardware is working, and the issue is more likely related to the Windows scanning software or driver.

2. Perform a Full Power Reset

A power reset allows the printer to reinitialize the scanner and can resolve temporary firmware or calibration issues.

1. Turn the printer on.
2. Disconnect the power cord from the rear of the printer.
3. Unplug the power cord from the wall outlet.
4. Wait at least 60 seconds.
5. Plug the power cord directly into a wall outlet.
6. Reconnect the power cable to the printer and allow it to complete startup.

Why this helps:
Restarting the printer this way clears temporary hardware states and allows the scanner to perform a fresh initialization.

3. Test Scanning with a Different Windows Application

If the copy test is successful but scans from the computer still contain black lines, try scanning with a different application.

1. Open Windows Fax and Scan (or the Windows Scan app).
2. Perform a new scan.

Why this helps:
Using a different scanning application helps determine whether the issue is specific to HP Smart or affects all scanning software.

• If both copies and scans contain horizontal black lines, the issue is most likely with the scanner hardware.
• If copies are normal but computer scans show black lines, the issue is more likely related to the scanning software or driver configuration.

To help determine the best course of action, could you please let us know:

• Does the Copy function also produce horizontal black lines, or do copies print normally?
• Are the black lines present when scanning from both the HP Smart app and Windows Scan/Windows Fax and Scan?

Have a great day!