Officejet 6950 not scanning

[MariaTheresaY]

I have two of the same printer, office jet 6950, and one of them had its software recently updated and since then it is not longer scanning, the message 'Scanner reported an error" appears once I try connecting to the scanner. It is still printing fine.

The second printer, same model but older version of firmware, still scans normally.

Is there anything HP can do to allow me downgrading the firmware or put out a new one fixed?

Thank you.

[Irfan_06]

Hi @MariaTheresaY,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to help you.

I see that you are facing an issue with your printer.

Make a copy on the printer standalone and let me know if you have the same issue. (Place an original document on the scanner glass and make a copy to confirm hardware failure). If the copy works fine, then there is no issue with the scanner hardware.

A) Please follow the steps below to perform a power drain on the printer.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[MariaTheresaY]

Hi Irwin6 Thank you for the help.
I can confirm that the multifuncional is printing and making copies perfectly, it is only the scanner that is not working.
I followed all the steps above and it still does not work. As mentioned on my first comment it all started after a firmware update also, I have two of the same model, one was updated and the other one not, and the one that I did not update the firmware is still scanning.