Scanner scans black hole instead of document

[Cubixor]

Hi, I didn't use my printer with scanner for a few months (1 or 2 - I don't remember). It worked perfect but now It doesn't. When I try to scan anything (by a computer, phone or copy it by clicking button on printer) scanned document looks like this:

I don't know why it's black hole instead of my document. So can anyone help me?

[Kumar0307]

@Cubixor, Welcome to HP Support Community!

It seems like the issue is with the scanning mechanism, let's try these steps to resolve the issue: 

Step 1:  Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.

2. Wait at least 60 seconds.

3. Reconnect the power cord to the rear of the printer.

4. Turn on the printer, if it does not automatically turn on.

5. Wait until the printer is idle and silent before you proceed.

Step 2: Make sure the printer is directly connected to a wall outlet

Step 3: Run the Print and Scan Doctor (Windows only)

Some scan issues might be resolved by running this automated troubleshooting tool for Windows computers.

1. Go to HP Print and Scan Doctor to download and install the tool.

2. Click Start on the Welcome screen, click your printer name, and then click Next to continue to the Finding and Fixing Problems screen.

3. Click Fix Scanning, and then follow any on-screen instructions to resolve the issue.

   • If the issue no longer occurs, make a test copy to confirm the issue is resolved.

   • If the issue still persists, continue to the next step.

Step 4: Check the scanner bar functionality

Perform a visual test of the scanner mechanism to see if it is jammed.

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.

   • If the scanner light does not move, the scanner mechanism is likely jammed. Contact HP to service the printer.

   • If the scanner light moves but the issue still occurs, continue to the next step

Step 5:  Update the printer firmware by clicking here via USB cable through a computer

To know how, follow the steps under Download firmware updates from the HP website here

Let me know if this works

Please click “Accept as 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!

[Cubixor]

@Kumar0307 

Steps 1 and 2 doesn't change anything. HP Print and Scan Doctor doesn't find any issues. Scanner light is working and I have latest updates installed.

[Kumar0307]

@Cubixor

Since you have tried all the possible troubleshooting steps and the issue persists, it could be a possible scanner failure. please contact our HP Support team for Service Options

1) Click on this link - https://support.hp.com/us-en/contact-hp  
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.

Please click “Accept as 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!