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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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Locked

‎01-28-2017 06:24 PM

HP Recommended
Product: Envy 7640
Operating System: Microsoft Windows 7 (64-bit)

All of a sudden I'm getting the message "scanner problem.  Turn the printer off and then turn it on again.  If the problem persists, the scanner has become damaged and cannot copy or scan."  It was working earlier today.  I don't know whats happened.  I had taken it through the print & scan doctor but that didn't help.  Is there anything that I can do to repair it or am I going printer shopping tomorrow?

5 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎01-29-2017 03:11 PM

HP Recommended

@smoore0209

 

Thanks for reaching out to us on HP Support Forums. 🙂 I came across your post and would like to help.

 

I understand that you have an HP ENVY 7640 e-All-in-One Printer and the scanner does not work and reports a "scanner problem." It states that "If the problem persists, the scanner has become damaged and cannot copy or scan." I appreciate the steps you have performed and have certainly done a good job.

 

I would like to know if any changes (hardware or software updates) took place on the printer after which this issue may have started. Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

  • 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.
  • Please check if the printer can make a copy. If printer cannot copy then view my private message. The private message consists of steps to perform a reset on the printer.

Please keep me posted on the results. All the best! 🙂

View solution in original post

Was this reply helpful? Yes No
3 REPLIES 3

‎01-29-2017 03:11 PM

HP Recommended

@smoore0209

 

Thanks for reaching out to us on HP Support Forums. 🙂 I came across your post and would like to help.

 

I understand that you have an HP ENVY 7640 e-All-in-One Printer and the scanner does not work and reports a "scanner problem." It states that "If the problem persists, the scanner has become damaged and cannot copy or scan." I appreciate the steps you have performed and have certainly done a good job.

 

I would like to know if any changes (hardware or software updates) took place on the printer after which this issue may have started. Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

  • 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.
  • Please check if the printer can make a copy. If printer cannot copy then view my private message. The private message consists of steps to perform a reset on the printer.

Please keep me posted on the results. All the best! 🙂

Was this reply helpful? Yes No

‎01-31-2017 09:17 AM

HP Recommended

THANK YOU!  THANK YOU!  It worked!!!!

Was this reply helpful? Yes No

‎01-31-2017 09:24 AM

HP Recommended

@smoore0209

 

You're welcome. 🙂

 

I'm happy to know that the issue has been resolved. Technical solutions can only be provided but it was you who implemented them to perfection. Cheers! 🙂

Was this reply helpful? Yes No
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