HP Officejet Pro 6830 e-All-in-One Printer - Scanner not working

[ciannad3]

Hello,

I am having issues with the scanner on my HP Officejet Pro 6830.

It prints fine but it doesn't scan or copy. I have tried on multiple different computers via USB and Network. I have also tried scanning to email and USB. They don't let me progress  or never finish loading(Spinning wheel). There is no error message on the printer but on the computer I always get "Unable to communicate with the scanner".

I have tried third party scanner software and reinstalled the HP Software multiple times. I have tried updating the firmware and restoring factory defaults. I have tried reinstalling the printer and it's drivers with no luck. I have done a power/hard reset, removing the cord from both the printer and the wall socket, waiting 60 seconds before reconnecting. I have also tried the semi-full reset and the OOBE reset.

I have changed the power cord, Ethernet wire, and the usb cables.

The scanner bar never moves whenever I try to scan something, but it does move when first turned on. The printer won't turn off when i try the button. It always ends up frozen on shutting down. The progress wheel doesn’t spin.

Is there anything else I can try?

[Jeet_singh · Accepted solution]

Hi @ciannad3,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you are having issues while scanning and copying from your HP OfficeJet printer. Don't worry as I have a few suggestions which should help you resolve this issue.

To provide you with an accurate solution, I'll need a few more details:

Does that Scanner bulb light up?

Does the scanner bar move when you open the lid & press the copy button?

If the copy also fails, then it could be a scanner failure. This happens when the printer gets insufficient power to the scanner or when there is a mechanical issue with the printer scanner mechanism. Try the steps mentioned below to try and fix the issue:

• Remove the cartridges from the printer.
• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle.

If the steps mentioned in the document fails to resolve the issue, I am afraid the issue could be with the printer hardware. I would suggest you contact HP phone support to set up a service for the printer.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[ciannad3]

Hello Jeet_singh,

Does that Scanner bulb light up?

Yes it lights up upon start up. After it has warmed up I cannot see the bar as it's under the plastic between the two glass flatbeds.

Does the scanner bar move when you open the lid & press the copy button?

No

I have tried the steps suggested if the copy also fails and it is still not working. Thank you for the help, I will contact support to get it serviced.

[Jeet_singh]

Hi @ciannad3,

Thank you for replying,

I appreciate your time and efforts,

As I understand you have diagnosed the problem and found that this seems to be an printer hardware issue. I would recommend you contact our HP phone support and they will be able to go ahead and assist you with available service related service options.

I'm sure they would be able to go ahead and assist you with the issue. If you come across any issues, please don't hesitate to reach out to us, I'll be more than glad to help you.

You've been great to work with and it has been a genuine pleasure interacting with you.
I hope both you and your product works great and remain healthy for a long time 😉 

Take care now and do have a fabulous week ahead. 🙂
Regards,

[UET-69]

JEET-Singh

I tried everything as you mentioned and this HP printer 6830 went back to the factory and a new one was sent but exactly the same thing happened to the second one after that HP support stopped helping me!

any how it still prints and the ink is cheap and I refill it from Costco my question is it seems like a simple power not available to the scanner bulb if I had a schematic I would try to solve the problem my self!

lmk thanks

[Jeet_singh]

@UET-69,

Thank you for posting your query on HP Community,

Does that Scanner bulb light up?

Does the scanner bar move when you open the lid & press the copy button?

Have you checked if the unit can make a standalone copy? If ‘YES’ then it means the scan hardware of the All-in-One works fine.

Perform a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

Let’s first try and make a “photocopy” to determine whether the issue is with the printer or not. Place a document on the scanner glass and choose “Copy” option. If the printer is making a good copy, then the printer hardware is fine.

Let me know how it goes for further assistance!

That said, If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!