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Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
We would like to share some of the most frequently asked questions about HP Solution Center not working : Adobe Flash Player Error and Unable to Scan.
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Scanner won't respond

HP Recommended
HP Photosmart 5520
Microsoft Windows 10 (64-bit)

When i try to photocopy any piece of paper I need, the printer pops up with the message:


Turn off the printer, then turn on. If the problem persists, the scanner is defective and cannot perform COPY/SCAN"

I did what it said yet nothing changed. A few days ago, the scanner had at least moved and lit up but just got stuck on "Copying...".

So what do I do I do now? Can I fix the scanner or do I have to get a new printer now?

HP Support Agent
HP Support Agent
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Welcome to the HP support communtiy.


I understand that you are getting scanner errors, I am glad to assist you.

Is the printer connected directly to the wall power outlet?



Perform a power reset, reset the printer to recover from printer errors or failures.

  1. Turn on the printer, if it is not already on.
  2. Wait until the printer is idle and silent before you continue.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Wait at least 30 seconds.
  5. Plug back the power cable straight to a wall outlet and printer without any surge protector.
  6. Turn on the printer.

Update the printer firmware to install the latest updates 

Click here for the steps.


Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.


I am an HP Employee

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