Scanner Error 13

[riccap57]

I cannot clear my Scanner Error 13 issue.  I have removed and reinstalled my printer driver.  Updated my Firmware.  Did a hard reset.  Followed all recommendations.  I can print but not scan to my M277 printer.  I have tried to contact tech support but get no where with the virtual agent.  Does anybody have a suggestion?

[Betty0610]

@riccap57

Welcome to HP Support Community!

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 scanner.

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.

   • If the error no longer displays, make a test copy to confirm the issue is resolved.

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

If the issue persists, this could be a possible hardware issue wherein the scanner motor is unable to find the home position and requires a scanner motor replacement.

Refer to this link for more info. You can try our other support options for further assistance.

Follow the steps below to reach out to our HP Support team:

Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter the product number or select to auto detect 
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

Thank you. 

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!

[riccap57]

I have tried all recommendations.  My printer is out of warranty so I can not get any further with tech support.  I hate that this printer is now considered a disposable.  I was hoping that I could determine if it was some part that could be replaced (if it was a hardware issue).  This printer is only a few years old, low usage and already is not usable.

[Betty0610]

This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please do check your inbox on the forums page for the private message.

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

Thanks!

Have a great day!