My printer makes noises when copying and scanning

[viciwien]

My new printer arrived today. I unpacked it and when I turned it on is made a loud grinding noise, which sounds like it's coming from the scanner part of the printer. I installed and confirmed the firmware was updated and current. It prints and scans quietly, but then the scanner element moves, it makes a very loud grinding noise. I purchased the printer with a 5 years warranty. I've tried uplugging and replugging. The printer still makes the loud noise. Is the noise normal? 

[Kuroi_Kenshi]

Hi @viciwien,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding your printer!

We're thrilled to have the opportunity to assist you and provide a solution.

I'm sorry to hear about the issue you're experiencing with your new HP Envy 6532e All-in-One Printer. Given that the printer is making a loud grinding noise specifically when the scanner element moves, it might be due to a mechanical issue. Here are a few steps you can follow to try and resolve the issue:

Check for Obstructions:

• Ensure there are no obstructions or foreign objects in the scanner path. Sometimes small pieces of packaging material or debris can get caught in the mechanism.

Reposition the Scanner Lid:

• Carefully open the scanner lid and gently reposition it, making sure it is aligned properly.

Firmware Update:

• Verify that the firmware is up to date. You've already confirmed the firmware is current, but it might be worth double-checking for any settings related to the scanner.

Scanner Alignment Test:

• Run a scanner alignment test if available from the printer's control panel. This can sometimes recalibrate the scanner mechanism.

Perform a Hard Reset:

• Unplug the printer from the power source.
• Wait for about 60 seconds.
• Plug it back in and turn it on.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[viciwien]

Thank you for the suggestions. Most of which I had already tried. As it's a brand new printer and scanner element that's making the noise is coming from under the scanner glass, I think it's a mechanical issue and am returning it to exchange it. Thanks again!

[Kuroi_Kenshi]

Hi @viciwien,

Thank you for the update, and I completely understand your decision to return the printer for an exchange, especially since it's brand new and the noise seems to be coming from within the scanner mechanism.

I appreciate you trying the troubleshooting steps and taking the time to reach out. Hopefully, the replacement unit will work smoothly for you!

If you ever need assistance in the future, don’t hesitate to connect with us, we’re always here to help. Wishing you a hassle-free exchange and a great printing experience ahead!

Warm regards,

[viciwien]

That's great to know, Kuroi. Can you tell me what is a "normal" sound for the scanner to make? Should it be generally on the quiet side? A recording would be great. Thank you, Vici

[Kuroi_Kenshi]

Hi @viciwien,

Thank you for following up, and that’s a great question!

Yes, the scanner should generally operate on the quieter side, you might hear a soft mechanical whirring or a gentle humming as the scanning element moves, but loud grinding or harsh noises aren't normal, especially in a brand-new device.

Unfortunately, I can’t send an actual recording, but think of it like this: the sound should be smooth and consistent, not abrupt or grinding. If it ever sounds like plastic gears catching or struggling, that’s definitely something worth addressing, as you’ve done by arranging a return/exchange.

I’m really glad you’re getting it sorted, and if you ever need help with your new replacement printer once it arrives, I’m just a message away! 😊

Wishing you a smooth and quiet scanning experience ahead!

Best regards,