Horizontal lines whilst scanning.

[Mal67]

I am able to print okay but when I try to scan something all I get is horizontal lines. Can anyone help rectify this please. Thank you.

[greenturtle]

Hi,

Thanks for using the HP Support Community.

Are the lines multiple colors?  Was it seen on both scan and copy?  If it is, likely that the scanner is defective.

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

Thanks for choosing HP!

[Mal67]

Thank you for the reply Greenturtle. However, as it was working before I cannot see it being a faulty scanner. I have tried everything I can think of, even uninstalling it and reinstalling. This particular model does not have an installation disc, so I am now lost. 
if it is defective, as you say, and out of warranty then the cheaper option would be to buy another one. I have nowhere to  take it to check it (I’m not a lover of PC World as they charge you before they look at it and then sometime in the future say it’s repaired you owe us or can’t fix it buy a new one). How much does you phone assist cost? Just my phone bill?

Also, I could not click “Kudos Thumbs up” because my problem has not been solved.

Thank you.

[greenturtle]

Hi @Mal67 

Try to do a copy and scan, if it's showing lines (colored lines), it's likely scanner defect.

You can download and install the software from this link:

https://support.hp.com/sg-en/drivers/selfservice/hp-envy-5640-e-all-in-one-printer-series/6583033

Thanks.