Scan bar doesn't move

[jon3744]

I recently bought a used HP officejet Pro 7740 wide-format all--in-one printer.  It works fine as a printer, but the scan bar doesn't light or move when trying to copy or scan. The screen says 'starting to scan" (or copy) and then goes to "Starting scan" . But nothing happens. How do I fix?

[Deep_World]

Hi  @jon3744,
 
Welcome to the HP Support Community!

Thanks for reaching out!

I understand how  it must feel when the printer works fine for printing but the scanner doesn’t respond. 

Could you confirm:

• Whether the issue happens with both copying and scanning from the computer, or just one of them.
• If you hear any mechanical sounds at all when the scan is attempted.

Here are a few  steps you can try :

1. Power reset: Turn off the printer, unplug it from the power source for at least 60 seconds, then plug it back in and restart.
2. Check scanner lock: Some wide-format printers have a transport lock for the scanner bar (usually a small switch near the underside or side of the scanner). Make sure it’s unlocked.
3. Update firmware: Go to HP’s support website https://support.hp.com/  and install the latest firmware for your model. Outdated firmware can cause scanning malfunctions.
4. Run HP App :  It can automatically detect and fix common scanning issues.
5. Try scanning from HP app instead of the printer’s control panel, to see if the issue is hardware or software related.

If the scan bar still doesn’t light or move after these steps, it may point to a hardware issue with the scanner assembly.  

I hope this helps.