Trying to use the scanner - totally black documents produced, same with the copy - just black. What

[Bob-Bob]

I’m trying to use band new printer Envy 6120e to scan - just black documents produced, same with copy function - what am I doing wrong ? 

[Garp_senchau]

@Bob-Bob, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

If you are experiencing issues with your HP Envy 6120e printer where scanned or copied documents are completely black, the following steps might help resolve the issue:

Check the Scanner Glass and ADF: Ensure that the scanner glass and the Automatic Document Feeder (ADF) if applicable, are clean. Dust or residue on these surfaces can interfere with the scanned output. Use a soft, lint-free cloth to clean the surfaces.

Check Document Placement: Ensure that the document is placed correctly on the scanner glass or in the ADF. The document should be aligned according to the guides outlined on the device.

Check for Firmware Updates: Make sure your printer firmware is up to date. You can check for updates through the printer's control panel or by visiting the HP support website.

Power Cycle the Printer: Turn off the printer, unplug it from the power source, wait for about 60 seconds, and then plug it back in and turn it on. This can reset any temporary faults.

Verify Software Settings: Ensure that the software settings on your computer or HP Smart app are correctly configured for scanning or copying. Incorrect settings might result in black copies.

Try a Different Document: Try scanning or copying a different document to determine if the issue persists with all types of documents.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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Regards,

[Bob-Bob]

Thanks for your help - I returned the printer as faulty and the new replacement is fine and scans perfectly. I tried your resolutions but unfortunately they didn’t alter the functionality of the original scanner.