My scanner has stopped working

[oldfool2]

My scanner has stopped working - printer prints ok. I have tried print & scan doctor to fix the problem but so far no luck. When carrying out diagnostic test it gets stuck on drive check for hours and fails to complete the full check. I have tried everything without success. Some of the messages I have had: scanner communication cannot be established - scanner unreachable. I have tried enabling but no effect. Please help I am desperate.

[oldfool2 · Accepted solution]

My scanner has stopped working

Options

‎09-20-2016 04:14 AM

Product Name: HP Envy 5530

My scanner has stopped working - printer prints ok. I have tried print & scan doctor to fix the problem but so far no luck. When carrying out diagnostic test it gets stuck on drive check for hours and fails to complete the full check. I have tried everything without success. Some of the messages I have had: scanner communication cannot be established - scanner unreachable. I have tried enabling but no effect. Please help I am desperate

[RnRMusicMan]

Hi @oldfool2, 

Thank you for joining the HP Forums! 

I understand that you cannot scan with your HP Envy 5530 printer. I am happy to help! 

To confirm the printer's hardware is functional, are you able to make a copy with the printer's scanner glass? Copying Documents or Photos. 

What Operating System are you using, Windows, or Mac? What version? http://www.whatsmyos.com.

How is the printer connected, wireless or USB? 

For now, if you are using Windows, try our HP Print and Scan Doctor, and let me know what happens!

Remember to please return to this thread and mark 'Accept as Solution', if I have successfully helped you resolve the issue. If you wish to say 'thanks' for my effort to help, click the 'thumbs up' to give me a Kudos.

Hope to hear from you soon! 🙂

[oldfool2]

Thank you for trying to help me.

1. I am using Window10

2. I cannot copy documents or photos

3. The printed is connected via wireless

4. I have used HP Print and Scan Doctor without success. The process seems to get stuck on drive check for hours and fails to complete full check. Some of the messages I have had “Scanner communication cannot be established” “Scanner unreachable” I have tried enabling manually but no joy. I hope you can help. Thank you

[RnRMusicMan]

Hi oldfool2, 

Thank you for answering my questions! 

If you cannot copy documents or photos either, this means there is a hardware malfunction with the scanner/printer itself. please try a hard reset, by following the steps in this post, How to perform a Hard Reset, by @Rich1. It is important that the printer's power cable is plugged directly into the wall outlet, and not a surge protector.

If the hard reset does not resolve the issue, contact HP phone support for your hardware options. (After you fill out the information, you will be given a phone number.) If you live outside the US/Canada Region, please click the link below to get the support number for your region. Country-language selector.

If this helps, please consider clicking on 'accept as solution.' And, please click on the thumbs up icon. Both icons are below this post.

Hope this helps! 🙂

[jabzi]

Hello, 

Kindly try the below mentioned steps if you did not try it before..

1.  While the printer is ON, unplug the power cord from back of the printer.
2. Wait for 60 seconds.
3. Now plug in the power cord directly to a wall outlet ( bypass the surge protector ), and then to back of the printer.
4. If printer does not power ON, press the ON button to do so.
5. Now try making a COPY ( black ). If the error shows up then the issue could be with the printer itself. 
6. If no error, then on your  PC, uninstall the printer software.
7. Restart the PC.
8. Please download and run the HP Printer Install Wizard from www.hp.com/go/tools
9. Install the printer software. 
10. After installation try scanning It should work.
11. If issue still exists, call HP Tech Support at 1-800-474-6836

[oldfool2]

I have carried out everything listed in your suggestions. My scanner is still not working. I think this could be driver problem or could be window 10 update problem. Please come back with further suggestions. Thank you.

[jabzi]

Hello, 

Let me know if you are able to make a COPY.

[oldfool2]

I am disappointed that you are not reading my comments carefully. As I have previously that my printer works perfectly - it's the scanner I am having problem with. Please try and find a solution.

[jabzi]

Hello, 

If you are not able to make a COPY, then the scanning will NOT work. It is a printer hardware problem. For which you may have to  call HP Tech Support to get the printer serviced. (USA) 1-800-474-6836

If Copy works fine, then it could be an issue with software.