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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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‎01-16-2019 04:23 AM

HP Recommended
Product: HP Envy 6200 - HP966E77

Hi guys,

 

I have a new HP Envy 6200 printer and I am having some intermitant issues when trying to use the scanner.

 

My wife tried to scan a document using the controls on the printer and I used the mobile app to scan to email and we both had the same experience.  The scanner would start but then the printer lights would flash in a sequence.  I have captured a video of the printer and have taken a couple of stills from it to try and show the error.

 

The only way to stop this is to power off the printer and turn it back on again.  Once the printer has been powered off I can then perform the scan job as I would expect. 

 

Do you think that there is an issue with the printer that needs it to be replaced?

 

Thanks

David


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4 people had the same question
2 REPLIES 2

‎01-16-2019 06:33 AM

HP Recommended

Hi,

Thanks for using the HP Support Community.

 

Can you try to update the firmware?

 

This resource will be useful:

 

Why updating printer firmware is important? (on Monochrome Graphics Display)

 

If the issue persist after updating the firmware, contact HP for support if the printer is still under warranty:

 

https://support.hp.com/us-en/checkwarranty

http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

 

Hope that helps!

 

 

I am an HP Employee. Although I am speaking for myself and not for HP.
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‎01-16-2019 07:12 AM

HP Recommended

Hi,

 

The firmware is up to date so I will now contact HP and get a replacement under warranty.

 

Cheers

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