scan problem Envy 7830

[zeevonk]

Hi!  My printer keeps showing this message: 

'Turn printer off and then on again. If the problem continues, the scanner is damaged and cannot copy or scan. contact HP'

It will not print at all. I have already reset the printer and re-installed the software, but it doesn't work. Does anyone know how this problem can me resolved?

Thank you! 🙂

[The_Fossette]

@zeevonk

I reviewed your post and I understand that you are unable to print and getting an error message.

Don’t worry, I assure you I will try my best to get this sorted.

Are you able to make a copy?

Meanwhile, I recommend you follow the below steps and check if it helps.

1. With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet. 
2. Remove USB cable, if present. 
3. Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge. 
4. Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer. 
5. Turn on the printer and wait till warm-up period finishes and the printer is idle.

If you continue facing the issue, then update the printer firmware following the steps in the below article.

https://support.hp.com/us-en/document/c02919168

Let me know how it goes and you have a great day!

P.S: Welcome to the HP Support Community 😊

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[zeevonk]

Hi!

@the_fossette

Thanks for replying!

No, the printer won't make a copy. It won't do anything except showing the message that the scanner is damaged en that if this problem occurs after turning it of and on, I need to get in contact with HP.

I already reset the printer and installed new software, but this message keeps showing..

Is it true that the entire printer blocks if one part (scanning) doesn't work? I don't really need the scanner in the printer, and only want to make prints. Is this fixable, or is the scanner broken and is the entire printer dead because of it?

Thanks again!

Kim

the Netherlands 

[Jay_G24]

To check if the scanner damaged, lift the scanner lid up and try making a copy and check if the scanner bar lights up and if it moves.

If no, it is a hardware failure.

Yes, The error message would remain on the printer preventing it from performing other tasks.

If the scanner does not light up, I'd suggest you contact HP in your region regarding the service options for your computer.

Follow the instructions below to reach them:

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.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

Have a great day! 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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