Scanner Problem

[CindyAlaska]

I'm getting an error message when I try to scan or copy.  It says to turn off and on the printer.  If that doesn't work, the scanner has become damaged and cannot copy or scan.  The printer hasn't moved so I have no idea why this message is now coming up.  Any suggestions?

[Sneha_01]

Hi @CindyAlaska 

Welcome to HP Support Community.

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

If you're getting an error message indicating that the scanner has become damaged, here are some steps you can try to troubleshoot the issue:

Power Cycle the Printer:

• Turn off the printer and unplug it from the power source. Wait for about 60 seconds, then plug it back in and turn it on. This can help reset any temporary issues.

Check for Obstructions:

• Open the scanner lid and check for any debris or objects that may be blocking the scanner mechanism. Ensure that the glass surface is clean and free of smudges.

Inspect for Damage:

• Look for any visible signs of damage around the scanner area, such as cracks or misalignments. If the scanner has any movable parts, ensure they can move freely.

Update Firmware:

• Check for any available firmware updates for your printer. Visit the manufacturer's website for the latest firmware and instructions on how to update it.

Reset to Factory Settings:

• If applicable, perform a factory reset on the printer. This may resolve any configuration issues. Check the user manual for specific instructions.

Check Connections:

• If your printer is connected to a computer, ensure that the USB or network connections are secure. A loose connection can sometimes trigger errors.

Run Diagnostics:

• Many printers have built-in diagnostic tools. Access the printer's menu to see if there’s a way to run a diagnostic test on the scanner.

Try a Different Computer:

• If you’re scanning to a computer, try connecting the printer to a different computer to see if the issue persists. This can help determine if the problem is with the printer or the computer settings.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support