Scanner glass not working

[shorty3chelz]

Hello,

I have had my printer for almost a year and half. It has worked great. One day, however, it decided that the scanner glass would not work anymore! I don't know what to do, I can load a document in the scanner glass and I go to copy and it searches for it in the document feeder and because I haven't loaded it in the document feeder it gives me the error message "cannot find original document in feeder." I need my scanner glass for copying ID cards or things that can not be run through the feeder but it's as though the scanner glass doesn't detect anything there. What can I do to fix this?

[MKazi]

@shorty3chelz

Let me take a moment to thank you for posting on the HP Support Forums. 

I understand that you have an HP ENVY 7640 e-All-in-One Printer and it does not detect the originals placed on the scanner glass bed. There is a message saying "cannot find original document in feeder". I'll be glad to assist you with this. 

I would like to know the following information to assist you better:

• Did any software changes or updates happen for the printer recently?
• What operating system are you using?

Meanwhile, I did some research on this and suggest you to perform the following steps to fix the isuse:

• 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.

Now, you may try to make a copy. Again if the printer continues to not copy/scan using the glass bed then let us perform a firmware update on this printer via these below links based on the operating system you're using:

• For Windows: http://ftp.hp.com/pub/softlib/software13/printers/EN7640/EN7640_R1628A.exe
• For Mac OS: http://ftp.hp.com/pub/softlib/software13/printers/EN7640/EN7640_R1628A.dmg

Once the firmware update is successful, please restart the printer. Finally if the scanner glass bed is still not detected by the printer then you may reset the printer to its original factory settings. This will disconnect the printer from the network (if connected) and you will have to reconnect it again. I have sent you a private message with the steps to reset the printer. 

I sincerely hope this fixes the issue. Please let me know how it goes. All the best! 🙂

[shorty3chelz]

I have completed these steps without success 😞 I have the latest updates because I'm connected to hp eprint so it updates on its own automatically. I still get the same message with a factory reset.

[MKazi]

@shorty3chelz

You've been fabulous to work with considering your superb technical skills, remarkable patience and great attitude. Kudos to you for that.

I recommend you to contact our HP phone support to explore the hardware service options for your printer. 

Let me know if you have any questions. Take care! 🙂