Printer update has killed copy/scan

[DL9]

It has printed a page saying a printer update has been automatically installed, but now the copy/scan functions just produce pages/images with a pattern of lines down them (photo).  This affects both self copy and computer scan.

I've tried unplugging for 60s and trying again.  I can see the beam of moving all the way down a page when scanning.

My warranty ran out 2 weeks ago, and now you have updated the printer so that it is broken.  What can you do to fix this?

Self copy page now 😞

[Dvortex]

Hello, @DL9 – Hope you are well 🙂

Thanks for reaching out. This is a great place to find the help you need, from other users, HP experts, and other support personnel!

Going through your post, it looks like a scanner failure issue with your printer. This happens when the printer gets insufficient power to the scanner or when there is a mechanical issue with the printer scanner mechanism. Try the steps mentioned below to try and fix the issue:
 

• Remove the cartridges from the printer.
• 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 then try making a copy.

If the steps mentioned in the document fails to resolve the issue, I am afraid the issue could be with the printer hardware. I would suggest you contact HP phone support to set up a service for the printer.

You can visit http://www.support.hp.com/contact-hp and fill in your product details to get the tech support number.

If you have any troubles, let me know and I will do my best to help!

Cheers 🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[DL9 · Accepted solution]

Thank you for your suggestion, but it didn't fix the problem.

I've rung the technical support (and went thru the same steps with them) and they've agreed to replace the printer.