Scanner failure. Unable to scan, copy or send a fax.

[happie]

Same problem as other posts. The answer at https://h30434.www3.hp.com/t5/Scanning-Faxing-and-Copying/Scanner-failure-Unable-to-scan-copy-or-sen... does not work - the scan head moves and the machine prints.

"Error "Scanner Failure" is related to Scan Module Failure."

1. unplug the printer

2. plug into clean power

3. printer powers on automatically - scanner carriage moves as in normal startup procedure

4. open scan cover, touch "COPY" "Black"

5. Display shows "Scanner failure. Unable to scan, copy or send a fax"  - scanner carriage does not move

Is it time to get the printer serviced., or is there another solution? It seems like a software problem, not hardware.

[happie]

Correction:  3. printer powers on automatically - should read "print head moves as in normal startup procedure"

Further developments: 

6. Found the printer had connected to the wrong (guest) network. Re-entered correct network settings.

7. Found Printer Utility then displayed ink low messages. Replaced ink cartridges.

Repeated from 2.:

2. plug into clean power

3. printer powers on automatically - scanner carriage moves as in normal startup procedure

4. open scan cover, touch "COPY" "Black"

This time:

8. scanner carriage moves, prints black page

9. Open "Import from Officejet 7610 series" in pdf preview app

10. This time Overview scan displays preview scan correctly

11. Hit "Scan"

12. Display shows "Scanner failure. Unable to scan, copy or send a fax"

13. Hit "OK"

14. Display shows "Now scanning..."

15. Wait 5 minutes. Hit big red "X"

16. Display shows "Scan cancelled..."

5. Display shows "Scanner failure. Unable to scan, copy or send a fax"  - scanner carriage does not move

[TEJ1602 · Accepted solution]

@happie, Welcome to HP Support Community!

If the copier stops working or a Scanner Failure. Unable to Scan, Copy, or Fax displays, there might be a hardware related issue such a scanner mechanism jam or calibration issue, low scanner bulb temperature, or an internal or external electrical problem. The issue is not related to network or USB connection issues.

1. With the printer turned on, disconnect the power cord from the printer, disconnect the power cord from the power source, and then wait 30 seconds.

2. If you are using a power strip or multi-plug adapter, connect the cord directly to a wall outlet to make sure the printer is getting enough power.

3. Reconnect the power cord to the printer, and then try making a copy.

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

   • If the error still displays with a different wall outlet, partially lift the scanner lid, and then press the Copy button or icon. If the scanner light does not illuminate or move across the glass, service the printer. If it moves and you still cannot copy, continue to the next step.

4. Additional things to try. Restore factory default settings: For printers with control panel menus, locate the Restore Factory Defaults or similar menu under Setup or Tools.

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

If the copy page is completely black, it is an issue with the scanner and the printer needs to be serviced.

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!

[happie]

Hi TEJ1602, Thanks for trying to help, but I tried the procedure you described several times, without success. Here is what I did to get back to work temporarily:

1. Disconnected the printer from the network, both wired and wireless. Connected to the MacBook via USB cable. The scanner works as normal using Image Capture.

2. Reconnected the printer to the wireless network. Printer works as normal, wirelessly.

3. If I touch the Scan, Copy, or Fax commands on the printer, the message "Scanner Failure. Unable to scan, copy, or send a fax" displays and I have to force the printer to power off.

So I followed your #4:

4. Select Restore factory default settings from Settings/Tools Menu.

5. Reconnected the printer to the wireless network. Printer works as normal, wirelessly. Scanner works as normal, wirelessly. Copy works as normal. 

Conclusion: it is NOT a hardware related issue. The "restore default" procedure wiped network and fax settings, and resolved the problem.  Thanks for pointing me towards this.

[TEJ1602]

@happie

Happy to hear that.

Let me know if you need any further assistance.

[happie]

The problem persists. Restore factory defaults again. Connect USB, no network on or configured. Print test OK. Scan one page using HP Easy Scan. Select "scan another page". Printer displays "! Scanner failure. Unable to scan, copy or send a fax."

[TEJ1602]

@happie

Please reach out to the HP Support in your region for further course of action.

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!

[happie]

Thanks,

I followed your link to locate the local HP Support, and saw a message saying before you contact support, run HP Print & Scan Doctor.  This software seems to be Windows-only, so I downloaded it to Windows 10 (running via Parallels). I connected the HP7612 via USB and installed the drivers. Scans and prints without problem.

I tried to run HP Print & Scan Doctor <Hmmm… can't reach this page h20180.www2.hp.com >. Then I disconnected USB, connected to the wireless network and configured a new driver, which my PC called "HP ****** (HP Officejet 7610 series)". I ran HP Print & Scan Doctor again and clicked "Fix Printing" and "Fix Scanning", which both reported "Everything checks out okay with your product." I could print test pages, but when I tried Test Scan, it reported "The HP Officejet 7610 series was not found". So I turned WiFi off, connected by USB and ran the tests again. Again "Fix Scanning" reported "Everything checks out okay ... ". I selected Test Scan and print to pdf. As soon as I hit enter the printer displayed "Unable to scan, copy or send a fax." and the HP Doctor reported "Scanner unreachable" "(X) Scanner communication cannot be established. Ensure your product is powered on, check the connection, and ensure your network is functioning properly. If these conditions are correct, restart the product and try scanning again. ..... check USB cables ..... http://www.hp.com/go/wirelessprinting" for help ..... "

So now, if I use Windows, I can print over WiFi and scan over USB. If I use the Mac the machine fails. The printer is a few weeks out of warranty, so getting it serviced is likely to be expensive. I will contact HP Support and see how much.

[happie]

Back to my local HP Support page again. After the recommendation to use the HP Print & Scan Doctor first, I noticed this:

"Additional Troubleshooting

"Step 1: Uninstall and reinstall the printer software”
I had previously re-installed the driver software, but this time I permanently deleted absolutely every piece of HP software I could find on the Mac, and re-installed the drivers using HP Easy Start. It seems I can now print, scan and make copies on both Mac and Windows. 
Just to check, I ran the HP Print & Scan Doctor again. The Doctor could not find the printer to do a Test Scan, so I tried again over USB. This time the Doctor found "Windows (WIA) Scan failed", and said it was fixed, but running the Scan Test produced either WIA failure or Driver failure every time. I discovered HP’s suggested 40-point solution for WIA problems and decided not to bother. It only affects the USB connection, the printer and scanner both work via WiFi.  

So I will keep the HP for as long as my current supplies of ink cartridges lasts, and meanwhile decide on a replacement. Sadly it looks like HP has stopped making affordable A3-format multifunction printers.

[happie]

NOT SOLVED! see follow-up posts below.