Scanning and copying just gives a black page

[Billie1961]

I use my wireless printer both with MAC and WINDOWS products and as a printer it works fine. But when I try to scan from any of these devices or copy directly I just get a black page. I have the App installed on all my devices. Can you help please? Thankyou!

[StephSTL]

My issue is similar, though the page isn't completely black. I can see what's printed on the page, but the background is very dark. Like you, printing from the computer is fine.

[Kumar0307]

Hi @Billie1961, @StephSTL

Welcome to the HP Support Community. I'd be happy to assist you.

This seems like an issue with the scanning mechanism in the printer. Let us try these steps to resolve this issue:

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.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

Update the printer firmware

Click here to download and install the latest firmware from your computer. (Win 10)

Click here to know different methods of updating printer firmware.

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 or moves halfway or is not lit, the scanner mechanism is likely jammed/broken.

Try making a standalone copy and check if that works. 

If the issue persists, perform the steps mentioned in this document to improve the copy quality.

Hope this helps! Keep me posted. 

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!

Have a great day! 

[Billie1961]

Hi - thankyou for your reply. I tried the steps you mention but the scanner is still not working. When I go to the on line scanner webpage under the tab "scanner" I am told that "webscan" is not enabled, and to enable it under the tab "settings" but when I go there I cannot find any option to enable this feature.

[Kumar0307]

@Billie1961

First, we have to check the hardware functionality.

• Did you try making a copy?
• Did you check the scanner lamp/scanner bar functionality?

Keep me posted.

[Billie1961]

Hi - thankyou for your help.

When I print from the printer it is fine, but when I either try to scan or to make a copy I just get a black page. I can see the scanning bar light is on when I copy or scan and the printer pulls in the page properly, but that is all.

[Kumar0307]

@Billie1961

It looks like the scanner mechanism has gone bad. Please reach out to the HP Support in your region regarding the service options for your printer. 

Keep me posted for any other assistance.