Scanner error code E5

[jstaahl]

I cannot scan documents. When I boot up my Envy Pro, the scanner scrolls all the way to the right, then all the way back to the left, then I get the E5 error code. It seems that the mechanisms are functioning just fine, so I'm really not sure why I get the E5 error code. Unfortunately, my Envy Pro is out of warranty by 2 months. Is there anything I can do? Is there any way to get a more detailed error message through the HP Smart app?

[Betty0610]

@jstaahl

Welcome to the HP Support Community.

This document should help you: https://support.hp.com/us-en/product/hp-envy-pro-6400-all-in-one-printer-series/29256678/model/29256...

Check scanner bar functionality

If you have a flatbed scanner, watch the scanner bar while scanning to see if it is working properly.

1. Remove any original documents or photos from the scanner glass.

2. Lift the scanner lid slightly, and then press the Copy button or icon.

3. Look at the scanner. The scanner bar should illuminate and travel across the length of the glass.

   If the scanner light does not illuminate or move, it could be a hardware issue.

Let me know if this helps.

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!

[jstaahl]

None of the buttons seem to do anything whatsoever. My guess is that since the scanning functionality was already evaluated at startup as being in an error state, it does not bother trying to actually initiate any scans. If I try to instead trigger a scan using the HP Smart app interface, this also does not trigger any mechanical actions on the device, and just results in a popup that says "Scanner In Use Please try again when available."

I'm wondering if there is any way to debug this further. I'm assuming that the first step in servicing the device would be gathering more meaningful logs / more descriptive error information. How can I gather this information myself since my device is just out of warranty?

[Betty0610]

You wouldn't be able to do it yourself. You may ask HP Support Team for help.

Link: www.hp.com/contacthp/

Note:  Select the country accordingly to get the contact details for support.

Let me know if this helps.

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

Thanks!

Have a great day!