• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
We would like to share some of the most frequently asked questions about HP Solution Center not working : Adobe Flash Player Error and Unable to Scan.
Locked

‎12-31-2014 10:17 AM

HP Recommended
Product: Officejet Pro 8610
Operating System: Windows 7

When I try to use the scanner I get a meassage that says "Sanner Failure: Unable to scan, copy or send a fax". The unit is connected to a wifi network and I can print fine from my computer or smart phone, but no ability to scan, it previously worked without issue.

 

Thanks.

4 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎01-02-2015 07:02 AM

HP Recommended

Hello,

It seems to be an issue with the scan carriage which is not getting caliberated.

 

Please try connecting the printer to a different Wall outlet ( for testing purpose only ). Also see to it that the printer should not be connected through  Extension cord / Surge protector. 

 

If issue still exists, the printer need to be SERVICED.

 

Please call HP Tech Support for further assistance.

If you are in US , the toll free # is 1-800-474-6836 .

If you are not in US , then log on to www.hp.com , at bottom-left corner there is a world map icon, click on it and then select the region you belong to, which would then provide support options for you for that region.

Regards,
Jabzi

Give Kudos to say "thanks" by clicking on the "thumps Up icon" .


Click "Accept as Solution" if it solved your problem, so others can find it.
Although I am an HP employee, I am speaking for myself and not for HP.

View solution in original post

Was this reply helpful? Yes No
12 REPLIES 12

‎12-31-2014 10:37 AM

HP Recommended

Hello,

 

Please try below mentioned steps..

 

- Power off the router.

- While the printer is ON, unplug the power cord from back of the printer.

- wait for 60 seconds.

- plug in the power cord directly to wall outlet and then to the printer.

- When the printer is ready try making a COPY.

- And only then power ON the wireless router.

 

Regards,
Jabzi

Give Kudos to say "thanks" by clicking on the "thumps Up icon" .


Click "Accept as Solution" if it solved your problem, so others can find it.
Although I am an HP employee, I am speaking for myself and not for HP.
Was this reply helpful? Yes No

‎12-31-2014 10:44 AM

HP Recommended

I don't think its a network issue because wheni plug in a flashdrive to scan to I get the error message, I do not scan to email or any other location besides the flash drive.

Was this reply helpful? Yes No

‎12-31-2014 10:53 AM

HP Recommended

Hello, 

 

Please try making a COPY of a document/picture.

Let me know if it works.

Regards,
Jabzi

Give Kudos to say "thanks" by clicking on the "thumps Up icon" .


Click "Accept as Solution" if it solved your problem, so others can find it.
Although I am an HP employee, I am speaking for myself and not for HP.
Was this reply helpful? Yes No

‎12-31-2014 11:06 AM

HP Recommended

No, same error message.

Was this reply helpful? Yes No

‎01-02-2015 01:50 AM

HP Recommended

Any other options to help fix this error?

 

 

Was this reply helpful? Yes No

‎01-02-2015 02:40 AM

HP Recommended

Hello, 

 

Please try the below step and let me know your observtions...

 

- While the printer is ON, open the scan cover ( flat bed )

- touch the COPY  Black/Color.

- Let me know if the scan carriage moves from one side to other.

 

 

Regards,
Jabzi

Give Kudos to say "thanks" by clicking on the "thumps Up icon" .


Click "Accept as Solution" if it solved your problem, so others can find it.
Although I am an HP employee, I am speaking for myself and not for HP.
Was this reply helpful? Yes No

‎01-02-2015 06:58 AM

HP Recommended
Nothing happened, same error message.
Was this reply helpful? Yes No

‎01-02-2015 07:02 AM

HP Recommended

Hello,

It seems to be an issue with the scan carriage which is not getting caliberated.

 

Please try connecting the printer to a different Wall outlet ( for testing purpose only ). Also see to it that the printer should not be connected through  Extension cord / Surge protector. 

 

If issue still exists, the printer need to be SERVICED.

 

Please call HP Tech Support for further assistance.

If you are in US , the toll free # is 1-800-474-6836 .

If you are not in US , then log on to www.hp.com , at bottom-left corner there is a world map icon, click on it and then select the region you belong to, which would then provide support options for you for that region.

Regards,
Jabzi

Give Kudos to say "thanks" by clicking on the "thumps Up icon" .


Click "Accept as Solution" if it solved your problem, so others can find it.
Although I am an HP employee, I am speaking for myself and not for HP.
Was this reply helpful? Yes No

‎01-03-2015 11:35 AM

HP Recommended
Great tip, I moved it to a new outlet and tried it and everything worked. Moved it back to the original outlet and it's still working.

Thanks for the help and the quick response time.
Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.