HP Eny6030 will only scan if there's nothing on the scanner glass!

[Projectorcat]

Since the last firmware upgrade in March my Envy6030 will not scan if anything is placed on the scanner glass! I use Apple Image Capture. The message given is that the scanner failed to complete the overview scan. However, if i remove the item from the scanner glass, suddenly it is happy to perform the overview scan.

I can't use HP Smart will not work at all for scanning (it asks me to sign in to my account then, after details are entered it asks me to check "the browser window" but no window appears.)

[Kumar0307]

@Projectorcat, Welcome to the HP Support Community! I’m here to help.

I understand you are not able to scan using the HP Smart and Apple Image Capture app.

Kindly contact Apple to resolve issues related to the Apple Image Capture app.

Update the printer firmware

Click here to download and install the latest printer firmware from your Mac.

Click here to know different methods of updating printer firmware.

Also, check for any software updates on Mac

Click the Apple icon > About This Mac > Software Update and install any available update.

Use the HP Easy Scan app from the App Store to scan.

Hope this helps! Let me know how it goes. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[Projectorcat]

Hi Kumar,

I already tried all your suggested actions.
1) I cannot scan using HP Smart app as it hangs after I put in my account details, a window appears saying “Find the open browser window then sign in to your HP account ” but no window appears and the rotating arrow just continues rotating endlessly.

2) I downloaded the latest firmware EN6000_2211A for my printer. When I try to install it the HP firmware updates  says the update does not contain any upgrades for my device.

Today I was able to perform one scan. However, when I lifted the lid and placed a new item on the scanner glass the same old problem returned.

I now have only 3 days warranty left on this product and will return it to store on Monday if I do not get this problem resolved. 

I requested a call back from HP Support but they closed my ticket without calling me. Reference 5083462888.

[Projectorcat]

Hi Kumar, I replied once to your post but it doesn't seem to have registered.

1) I have already dowloaded the latest firmware but the HP firmware updater then says that the package does not contain any upgrades for my printer.

2) I cannot use HP Smart as, when i request a scan, it hangs during the account sign in process saying "find the open browser window and sign in to your HP account" but no window appears. If i open a window and sign i to my account it has no effect, the HP Smart app remains hung at the sign in process.

3) when i try EasyScan, it says it has completed the scan but nothing happens on the scanner.

4) If try HPSmart from an iOS device, it says "scanner busy" when i press the scan button but again, nothing happens on the scanner. 

I now have 3 days warranty left and will return the printer to store if i cannot get a resolution. Please help!

I suspect the problem arises from an update sent out in March. It used to work fine until then.

Thanks

[Kumar0307]

@Projectorcat

Try making a standalone copy from the flatbed glass and check if that works. By this, we can conclude if this is a hardware or a driver issue.

If the issue persists, I've sent you a private message with further instructions to resolve this issue.

• In order to access your private messages, click the private message icon on the upper right corner of your HP community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Keep me posted for any other assistance.

[Projectorcat]

Hi Kumar,

The copy function works fine. Scan issue still the same though.

Thanks,