Scan sometimes stops in the last quarter of the page, the continues after 1-2 minutes

[olsta]

Hi,

I try to scan pages (A4/letter 600dpi color) to my network share. This worked all the time in the past (couple hundred paged) without any major issues. But lately the scan (from the flatbed) hangs in the last quarter of the page and resumes after 1-2 minutes.

I also got an message "there was an error scanning" twice in the last ~40 scans.

Restarting the printer/router/server did not really help.

Firmware was updated to 20240904 lately.

Any ideas what may be the issue?

Oliver

[zoey7886]

@olsta, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding your scanner issue! 

We're thrilled to have the opportunity to assist you and provide a solution.  

I understand how frustrating it must be to experience delays and errors while scanning, especially when it was working fine before. I appreciate the details you’ve shared—let’s try to get this sorted out.

Since the issue started recently and coincides with the firmware update, there are a few things we can check:

Check Available Memory on the Network Share

If your network share is running low on storage, the scan may be slowing down or failing to complete. Try freeing up some space and see if that helps.

Reduce the Scan Resolution

600dpi color scans create large files, which may put strain on the printer or network. Try scanning at 300dpi as a test and see if the issue persists.

Verify Network Stability

Since the scan is being saved to a network share, any temporary network slowdowns or interruptions could cause delays. If possible, try scanning to a USB drive or a local PC and check if the issue happens there too.

Reinstall the Printer Drivers

On your PC, uninstall and reinstall the HP Smart app or HP Full Feature Software to refresh the scanning drivers.

Try these steps and let me know if the problem persists. Happy to assist further!  

Take care, and have an amazing day!  

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!  

Regards, 

[olsta]

Hi,

sorry for the delay, but I did some more tests.

But first to your suggestions:

Check Available Memory on the Network Share
I have lots of free space on my share (>1TB)

Reduce the Scan Resolution
Sorry, did not check this. More on my tests later

Verify Network Stability
No network issues at all. Connection is done via LAN, not Wifi btw.
USB device does not work as the printer (for whatever reason) declines to accept my usb drive (FAT)

Reinstall the Printer Drivers
I am not using these as I scan to a share?

I had to do more scans today and here are my findings:

- first scan since several days (maybe more than a week) and the scan again hung at some stage. It continued after a loooong time and the file was available in my share (clean image, no damage so I assume the scanner unit is working)

- I then shutdown the printer and waited a minute

- After the printer was rebooted, I tried a scan (to share) , but it failed due to "remote server not found"

- I retried this twice, always the same error

- I then used Abby Pdf Transfomer+ from my Windows machine to scan from the printer and it worked flawlessly

- I then tried scanning again from the printer (to share) and it also worked flawlessly (not that while doing the scan via the touch panel on the printer, I noticed that the "Scan to PC" option is missings. I may be wrong but there should be this option, right?)

- I could then scan 24 pages without any issues.

I personally assume that the BIOS update may have messed something up with the network handling from the printer. I will not do any scanning now for some days, but I guess that the next first scan I will do in a couple of days will again have issues.

Oliver

[olsta]

just FYI

Just now (early in the morning local time) the printer did a reset by itself and now the print to PC option is available again?

This time scanning worked immediately without problems.

[olsta]

and now another reset by itself?

[olsta]

great ... the printer seems to be resetting now every 10 minutes. I wlll turn it of now

[zoey7886]

Hi @olsta, 

Hope you're doing well! I just wanted to check in and see if the issue with your scanner has improved or if you're still experiencing delays and unexpected resets.

From what you described earlier, it seemed like the firmware update might have affected the network handling, and now with the frequent resets, it does raise some concerns. If the problem persists, we might need to explore further troubleshooting steps or see if there's a way to roll back the firmware (if supported).

Let me know how things are going—I’d be happy to assist further!

Regards,

[olsta]

after my printer was restarting every 10 minutes, I decided to do a factory reset. Now everything is back to normal, even scanning now works properly again.

So to sum it up, a company with > 30 years "experience" in producing HW is not able to update a firmware without having to reset settings in 2025.

Not amused.

[zoey7886]

Hi @olsta, 

I appreciate you keeping us updated, and I totally understand your frustration. It’s definitely not ideal to have to reset everything after a firmware update.

That said, I’m really glad to hear that the factory reset got everything back to normal and that scanning is working properly again! While a reset shouldn’t have to be the go-to fix, sometimes it helps clear out any unexpected issues caused by updates.

I’ll make sure to pass along your feedback—it’s important to us, and we always aim to improve. If you run into any other issues, feel free to reach out. We’re happy to help!

Regards,