Scan and Copy on a MFP 2604sdw not working

[LVSampath]

The MFP 2604sdw was delivered yesterday and have not been able to scan or copy.

The HP App is installed, the scanner is connected as I can hear the scan head moving. Same with the copier function. Looking at a different thread, I did turn off the Printer, restarted it after 2 mins and updating the Firmware made no difference. The last piece was to look to see if there was any light from the scanner head as it moved across the glass. NO LIGHT!! Looks like that may be the issue. 

Should I be claiming this under warranty or is there a way see if the scanner light needs to be turned on?

[Gaya1239]

Hi @LVSampath ,

Welcome to The HP Support Community.  

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

I understand you've already attempted troubleshooting steps such as restarting the printer, updating firmware, and ensuring the connections are secure, and you're still experiencing issues with the scanner light not turning on.

Before reaching out to support, you can try a few more steps to ensure the issue is not due to a software glitch:

• Check Scanner Settings: Sometimes, the scanner settings may have been accidentally changed or disabled. Open the HP App or your printer software on your computer and navigate to the scanner settings. Ensure that the scanner is enabled and configured correctly.
• Check for Software Updates: Even though you've updated the firmware, there might be additional software updates available that could address this issue. Check for any updates for the HP App or printer drivers and install them if available.
• Try Different Software: Sometimes, issues can be software-specific. Try scanning using different software, such as Windows Fax and Scan or another scanning application, to see if the issue persists across different programs.
• Perform a Factory Reset: As a last resort before contacting support, you can try performing a factory reset on the printer. This will reset all settings to their default values and might resolve any software-related issues causing the scanner light not to turn on. However, be aware that this will also erase any custom settings or configurations you've made on the printer.

Refer to this document:  HP LaserJet Tank MFP 2604sdw Printer

I hope this helps. 

Take care and have a good day.

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!

[LVSampath]

Gaya:

Thank you for the detailed response. Unfortunately when the Scanner/Copier light bar does not light up none of the software updates were able to fix the issue. A HP agent did a video chat to look at the issue and secided it was a Product Hardware issue and hence the printer is being replace under Warranty.

[Gaya1239]

Hi @LVSampath ,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that  This needs one-on-one interaction  I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

Please click “Accept as 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!