Scanner problem

[bilal86]

Scanner stopped working 

When you scan a picture showing a distorted image

What is the solution to this problem ?

[The_Fossette]

@bilal86,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

I reviewed your post and I understand that you are facing issues scanning.

Don’t worry, I assure you I will try my best to get this sorted.

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the printer was working fine?
• Is the scanner bar moving when you scan?
• Is the scanner bulb glow when you scan?
• Are you facing the face issue when you make a copy?
• Have you made any software or hardware changes on the computer?
• Are you facing the same issue when you connect headphone?

While you respond to that, I recommend you follow the below steps and check if it helps.

1.With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

2.Remove USB cable, if present.

3.Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

4.Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.

5.Turn on the printer and wait till warm-up period finishes and the printer is idle.

If you continue facing the issue, I recommend you update the printer firmware following the steps in the below article and check whether the issue is resolved.

https://support.hp.com/us-en/document/c02919168

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[cicloforza1]

I have the same problem with a 4520 on Windows 10 that produces a scan almost exactly as the one posted with no error messages.  I have performed the troubleshooting suggested by The_Fossette and run the HP Scan Docter several times with no solution.

I'd appreciate any help.

Thanks

[Barachiel]

@bilal86

It looks like you were interacting with @The_Fossette, but he is out for the day & I'll be glad to help you out, 

I'm the Barachiel & I'm at your service.

Follow this link and perform the steps 2,4 and 5 to clean the scanner lid, the adf rollers and check the scanner settings.

Let me know. 🙂

[cicloforza1]

I've tried the steps, even though my problem does not resemble the examples in the link, with no improvement, . I'm unable to send you a photo because I'm unable to reduce the size to insert into this note.  The entire page is consists of vertical multicolor stripes as shown in the attachment to the message I replied to - nothing from the page I'm trying to scan appears on the file.

Thanks,

[Barachiel]

@bilal86

Thanks for the response.

As we have already tried most of the troubleshooting steps, This look's like a hardware failure.

I've sent a private message with the required details.

Good luck. 🙂

[cicloforza1]

I haven't received your private message.  Please let me know how you sent it.

Thanks.

[Barachiel]

@cicloforza1

In your case, I would suggest you to try cleaning the cartridges.

Clean ink cartridges:

1. Gather the following materials:

* Dry foam-rubber swabs, lint-free cloth, or any soft material that does not come apart or leave fibers (coffee filters work well)

* Distilled, filtered, or bottled water (tap water might contain contaminants that can damage the cartridges)

CAUTION: Do not use platen cleaners or alcohol to clean the cartridge contacts. These can damage the cartridge or the printer.

2. Press the Power button to turn on the printer, if it is not already on.

3. Open the cartridge access door.

4. Disconnect the power cord from the rear of the printer.

5. Remove the ink cartridges.

6. Lightly moisten a foam-rubber swab or lint-free cloth with distilled water, and then squeeze any excess water from it.

7. Clean only the copper-colored contacts on the cartridge, and then allow the cartridge to dry for about 10 minutes.

8. Reinsert the cartridge by sliding it at a slight upward angle into the empty slot, and then gently pushing up on the cartridge until it snaps into place.

9. Reconnect the power cord to the rear of the printer. Try scanning.

Let me know. 🙂

[cicloforza1]

Barachiel,

You sent an earlier reply that said it looks like a hardward failure, but I never received the private message.  Please let me know how to retreive the PM.

Thanks,

"Thanks for the response.

As we have already tried most of the troubleshooting steps, This look's like a hardware failure.

I've sent a private message with the required details.

Good luck. 🙂

Barachiel
I am an HP Employee"

[cicloforza1]

Yes, I finally did receive the private message but it was worthless.  It directed me to the HP automated chat that, after searching their solutions AGAIN, told me that there was no solution to the issue and that my unit was out of warranty (duh!) and I can call Hp, but it would cost $.  NOT WORTH THE TIME/$!  

Hadn't used the scanner at all since I bought it, but thought that it was fine.  It seems obvious that the hardware was bad out of the box.  Guess I'll be buying another brand now.