Scanner Problem - the scanner has become damaged and cannot copy or scan

[SidewaysSyd]

Having successfully scanned a couple of photos the next scan gave me this message: "scanner problem.  Turn the printer off and then turn it on again.  If the problem persists, the scanner has become damaged and cannot copy or scan."

I did that but it made no difference. I checked for tips online and did the following:

• Disconnect the power cable from the printer while the printer is still ON.
• Disconnect any other cables if connected the printer.
• Press and hold the printer’s power button for 15 seconds.
• The printer should be directly connected to the wall outlet and not to a surge protector. Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

The printer powered on by itself then made the usual noises but as soon as the scanner light tried to move, it stopped and the same scanner has become damaged message was issued. When I press OK, " CANCELLING SCAN " comes up and stays there in the display panel.

While the message is displayed, I sent something to print and it worked, then " CANCELLING SCAN " is displayed again.

I've also deleted the printer from my Mac and re-installed it but no change. There have been no software updates before the error was first issued.

I hope I'm not going to have to buy another printer.

[TEJ1602]

@SidewaysSyd, Welcome to HP Support Community!

If you have already performed the steps from the document HP Printers - Resolving Copy Problems and the issue persists, it could be a hardware failure.

Please reach out to the HP Support in your region regarding the service options for your printer.

Hope this helps!

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!

[SidewaysSyd]

Thanks - I thought as much. It's never going to be economical to repair with a new one costing only £70-£80. But I'll try my local repair shop first. I imagine it's a fairly simple mechanical issue.

Incidentally, is there a search you can do on the HP site to find which current printers take the same HP64 cartridges that I have spare for my broken one? You can do a search to find what cartridges your printer takes, but not a search to find which printer takes your cartridges.

[TEJ1602]

@SidewaysSyd

Thanks for replying!

It is not possible to search printers using the cartridge numbers, however, I'd suggest you reach out to the support team for help.