Problem scanning to computer from photosmart 5520 all-in-one printer

[MartyL28]

My HP Photosmart 5520 has stopped scanning.  The printer works fine, but it won't scan either from the computer or from the copy function.  I have reinstalled the drivers several times and have followed the HP doctor but still no response for scanning.  I would be grateful for any advice please.

Thanks

[Betty0610]

@MartyL28

Welcome to the HP Support Community.

Do you get any error message?

Reset the printer to clear certain error states by calibrating the scanner mechanism, and then check the power source to confirm the printer is getting enough power to operate the copier.

1. Press the Power button to turn on the printer, if it is not already on.

2. With the printer turned on, disconnect the power cord from the printer.

3. Disconnect the power cord from the power source, and then wait 30 seconds.

4. If you previously connected the power cord to a power strip or multi-plug outlet adapter, reconnect the cord directly to a wall outlet to ensure the printer is getting enough power.

5. Reconnect the power cord to the rear of the printer, and then turn on the printer.

6. If you have an HP DeskJet 3700 series printer, calibrate the scanner after resetting the printer.

7. Load the original document or photo, and then start a copy job.

   • If the issue persists, connect the printer power cord to a different wall outlet to determine if the original outlet is causing the issue.

Check the scanner bar functionality

Perform a visual test of the scanner bar and light for mechanical issues.

1. Remove any original documents or photos from the scanner glass.

2. Lift the scanner lid slightly, and then press the Copy button or icon.

   If the scanner light does not move or illuminate, the scanner mechanism requires servicing.

Let me know if this helps.

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

Thanks!

Have a great day!

[MartyL28]

Thanks for the info.  I have tried all of the power resets and software resets but still the scanner does not scan.  When I press "copy" on the front panel of the printer it says "starting copy" but it just hangs with that on the display, there are no noises to say the scanner bar is moving and the message remains.

[Betty0610]

@MartyL28

I recommend you contact the HP Support Team as this could be a hardware issue.

Click on this link – www.hp.com/contacthp/

Let me know if this helps.

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

[MartyL28]

I decided to ensure the internal cables were all sound so went slightly uncoventional and took the glass scanner bed cover off (undoing the black and silver screws, including the screw under the Photosmart 5520 sticker on the front).  All appeared to be in good order and I also reseated the cog in case it had come off the rack.  When I put it back together all worked perfectly.  Useful reference for anyone else who is stuck.  The only tool needed was a star screwdriver.

[Betty0610]

@MartyL28

I'm glad to hear that. Do get back to us in future for further assistance.

Have a nice day!:)