HP Envy 7640 Scanner Problem

[Suz01]

I've followed all the troubleshooting information to no avail.  The error message is "Scanner Problem - Turn the printer off, and then turn it back on again.  If the problem persists, the scanner has become damaged and cannot copy or scan". 

[MKazi · Accepted solution]

@Suz01

Welcome to HP Support Forums. 🙂 I came across your post and would like to help.

I understand that you have an HP ENVY 7640 e-All-in-One Printer and it does not scan and copy. I appreciate the steps you have performed and have certainly done a good job.

Are you using Windows or Mac?

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Disconnect the power cable from the printer while the printer is still ON.
• Disconnect any other cables if connected the printer.
• Press and hold the printer’s power button for 15 seconds.
• The printer should be directly connected to the wall outlet and not to a surge protector.
• Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

Please try to make a photocopy by using the scanner glass bed and then use the document feeder. You may observe if the scanner bulb beneath the glass bed glows and moves to scan the document. Secondly, while scanning from the document feeder, please check if the document passes through the feeder and if the scanner bulb glows. 
NOTE: While scanning/copying from the document feeder, the scanner bulb does not move. 

If the copy does not happen then it indicates towards a hardware issue with the printer and you may contact our HP phone support to explore the service options for your HP printer.

Hope this information helps. Let me know. All the best! 🙂

[Suz01]

Thank you, your suggestion took care of my problem.  In answer to your question, I have a Window system.  Thanks again, Sue