Printer prints, but won't copy from glass or feeder

[Jeannezacek]

I have had my printer for about one month.  It was working fine until this morning.  It will not copy from the glass or through the feeder. It will print a document sent by my tablet, though.  I tried shutting it down and rebooting it.  Jeanne

[Jeet_singh]

@Jeannezacek,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I see you are having issues with the HP OfficeJet  6968  printer won't scan from the glass or from the document feeder. No worries, I'll be glad to help you.

To provide you with an accurate solution, I'll need a few more details:

Does it happen even while scanning from the printer?

Have you tried to update the printer firmware?

In the meantime, let's try these steps here: Perform a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle and try making a copy.

Alternatively, I would suggest here is to update the printer firmware, either directly from the printer control panel or download it from our HP website.

If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to check for the latest firmware update if available for your printer, using this website. 

Once done, restart the printer and then try to make a copy and check.

For more details on how to update the printer firmware - HP Printers - Updating or Upgrading Printer Firmware

Could you please respond to this post with the details and with the results of the troubleshooting as this will help me in further assisting you.

Eagerly waiting for your response!

that said, If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[billy3rd]

No help

[pelicanbay]

followed tips. Still can't make a copy from glass or feeder. can print no problem. any other ideas? 

[Betty0610]

@pelicanbay

Welcome to the HP Support Community.

Which Printer do you have?

Lift the scanner lid, and then press the Copy button or icon. If the scanner light does not illuminate or move across the glass, it's a hardware issue.

I would then recommend you to contact the HP Support Team regarding this.

Link: www.hp.com/contacthp/

Note:  Select the country accordingly to get the contact details for support.

Let us know 🙂

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[pelicanbay]

Thanks. I have the Envy 7640 printer. I tried your suggestion but when I push the copy button, it just makes a noise like a doorbell ring (can't come up with a better description!).  

[sandytechy20]

@pelicanbay

This seems to be a hardware issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

Cheers.