Scanner Blocked

[SandroGaming]

Hello, I have an HP ENVY 4500 and Windows 11 with HP Smart. I changed my ink cartridges, then when it asks me to align the printer
- 1, it tries to print the sheet but nothing is printed
- 2, if the page is printed, the printer asks to scan it. I press OK and it says it is scanning, except that the scanner is stuck on the left.
I tried to use HP Print and Scan Doctor, but nothing happens.
I printed a report page because if you want to print another one, it doesn't work, and on the page it says 19. Scanner glass test: Not executed.
I bought the printer used without the CD.
When the printer starts up, it should normally make noise and move the scanner to the right, but it doesn't.
Thanks in advance
Have a nice day

SandroGaming

[Kuroi_Kenshi]

@SandroGaming,

Welcome to HP Support Community.

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

It sounds like your HP ENVY 4500 scanner mechanism is either physically jammed or experiencing a hardware failure. Since the scanner does not move during startup and does not complete the alignment scan, try these troubleshooting steps.

Power Cycle the Printer

1. Turn off the printer and unplug it from the power outlet.
2. Wait 5 minutes to allow it to fully reset.
3. Plug it back in and turn it on.

Check if the scanner moves when the printer starts up.

Check for Scanner Blockage

1. Open the scanner lid and inspect the glass and scanner bar.
2. Look for any debris, paper clips, or dust that might block the scanner movement.
3. If possible, gently try to move the scanner bar to the right to see if it is stuck.

Run Scanner Diagnostics

Since your report says "Scanner glass test: Not executed," try a manual scanner test:

1. Press and hold the Power button, then press Cancel (X) button 6 times.
2. Release the Power button.
3. This should trigger a self-test mode. Listen for scanner movement.

Reset the Printer

1. On the printer screen, go to Setup > Tools > Restore Defaults.
2. Confirm and restart the printer.

Check for Firmware Updates

Since you are using Windows 11, ensure you have the latest HP firmware:

1. Open HP Smart and go to Printer Settings > Updates.
2. Download and install any available firmware updates.

Reinstall HP Smart and Drivers

If the scanner still doesn't work:

1. Uninstall HP Smart and all HP drivers.
2. Restart your computer.
3. Download the latest drivers from the HP Support website.
4. Reinstall HP Smart and set up your printer again.

[Kuroi_Kenshi]

If the Scanner Still Doesn't Work

• The scanner hardware may be faulty (common in used printers).
• You can still print without scanning by manually entering the alignment process as "Completed" in the HP software.
• If you need scanning, consider using a mobile scanner app (like HP Smart on a phone) as a temporary workaround.

I hope this helps.

Take care and have a good day.

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