Trying to scan on my HP Envy 6400 using document feeder

[RC12345678]

I am trying to scan using the HP app and the document feeder on my HP Envy Pro 6455 printer.  All the pages feed through but I keep getting the error message: "Scanner Problem - A problem with the scanner has been detected.  Restart the printer and then try to scan again.  If the problem persists, select Get More Help."

I have done all the steps suggested in the Get More Help - but still the problem persists.  Does anyone have a solution for this?  I never encountered this issue when scanning one or two pages on the glass.  

Thanks for any help you can provide.

[Dragon-Fur]

@RC12345678 

Welcome to the HP Community Forum.

There are not that many Troubleshooting steps - it's a "1-2" affair:

Clean the ADF

Reset the printer

Reference here:

Automatic document feeder does not pick paper or feeds too many sheets

What else?

If the dirt is on the outside..

Use a flashlight (torch in the UK); shine the light at an angle along the glass.

Clean, clean, clean the glass panel(s)

AND

Use a tiny brush to sweep all along the edges of the glass.

Clean the white cover sections above ADF and Glass (flatbed).

More help, presented in order to be considered / completed:

Resolve scan quality problems on HP printers

And

Resolve copy problems with HP printers

====================================

What else?

Check the printer connection to the network -- scans are "resource" intensive - a stable connection is a "must have".

and...

=================================

Related to the Printer Connection -

If you are running a Dual Band Network,

Consider which of the two frequencies would be better to use.

For example, the printer supports 2.4GHz and 5GHz.

If your router supports it,

Create a separate SSID named network for each frequency

Connect the printer to the frequency / band you want it to use.

In general,

• 2.4GHz is less fussy about obstacles and supports a longer distance between router and device (printer)
• 5GHz is faster, dislikes obstacles (walls, devices) and distance
  

=================================

Related to the Paper -

Yes, paper can have an impact on how well -- and whether -- a document will scan.

All the way from how the paper is loaded in the ADF to the paper itself.

The document discusses paper used for printing -- many of the same rules apply to paper you are scanning.

Paper too dry / too damp / not flat / damaged / incorrectly stored / “old”

HP Printers - How to Store and Handle Paper to Avoid Paper Jams

====================================

What else?

If all is perfect,

Nothing else helps,

Consider:  Restart Everything, including the router that controls your network

=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=

HP Printer Home Page - References and Resources

Learn about your Printer  - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), Supplies, and more

Open

HP ENVY Pro 6455 All-in-One Printer 

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People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[RC12345678]

Thanks Dragon Fur for all your suggestions. Unfortunately my issue is not with the document feeder or connection problems but rather with everything “working as it should” except the scanned result. So after my document goes through feeder and the scan should be appearing - it does not and that’s when I get the error. 

appreciate all your help!

[Dragon-Fur]

@RC12345678 

You are welcome.

---

@RC12345678 wrote:

Thanks Dragon Fur for all your suggestions. Unfortunately my issue is not with the document feeder or connection problems but rather with everything “working as it should” except the scanned result. So after my document goes through feeder and the scan should be appearing - it does not and that’s when I get the error. 

appreciate all your help!

---

I have edited my previous post to remove the "ignore" statement.

Why? 

Some of the steps are meant to ensure the source of the problem is not the printer ADF, paper load, feed, paper, power.

Question:

Has using the ADF to scan documents ever worked?

If not, is the error always the same?

================================================

After Checklist completed:

• Restart everything, including router
• Clean the ADF
• Reset printer
• Printer plugged into standard wall outlet
• Printer connected to appropriate SSID named network for the frequency used

If not done,

• Test a different document to ensure the issue is not related to the paper
• Test using Webscan in the Embedded Web Server (EWS)

First Time Use Only:  Enable Webscan

• Open your favorite browser > type / enter Printer IP address into URL / Address bar
• Tab Settings > Security > Administrator Settings > Enable >> Check box next to Webscan
• Click Apply to save any changes

Use Webscan

• Open your favorite browser > type / enter Printer IP address into URL / Address bar
• Tab Scan > Webscan 
• Set up Webscan the way you want it - for example, set the Source to ADF
• Click Start Scan to scan your document / image using Webscan
• After the scan is complete, Save the scan to your computer.

Set for

• ADF
• PDF
• 1-Sided Original
• Letter (or to match size of original)
• Resolution Text - 300  / Quality Medium
• Lighter / Darker - default

Example - EWS - Webscan

EWS_9025_Webscan_4

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"