scanning only produces black image

[nobby6]

when i scan a document it just produces a completely black page, when i send a document from my computer it prints ok.

if i print the test page from the printer this also prints ok, only the scanning function is not working.

[sandytechy20]

@nobby6

Thanks for taking an interest in the HP Support Forums After reading your post I see that your printer is scanning black pages. I will be a delight to assist you here.

Superb analysis and brilliant diagnosis of the issue before posting. 🙂  Kudos to you on that score.:)

For better clarity and to assist you better I would require more information regarding this:

• Did you do any changes to the printer?
• Open the scanner lid, initiate scanning and check if the scanner light is lit up and moving across the scanner glass?
• Are  you able to make stand alone copy?

Meanwhile

Perform a power reset

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. Reconnect the power cord to the rear of the printer.
6. Turn on the printer.

Reply with the result of the above-mentioned steps, for further assistance.

Cheers.

[nobby6]

Hi sandytech20, 

Thank you for your reply, in answer to your suggestions;

I have performed power reset - no change

I have made no changes to printer

Initiated scan with lid raised and scanner bar is lit ok as it moves across screen

If I send a text document from my laptop to printer it prints ok

If I ask printer to print a test page this also prints normally 

It is only the scanning function that does not work correctly 

I hope you can help me to further resolve this issue 

Thank you 

[sandytechy20]

@nobby6

Thanks for the reply.

I appreciate your time and effort.

As you have done the troubleshooting steps, perform semi-full reset on the printer.

I am sending you a private message with the steps to reset the printer. Please check the mailbox icon at the top-right corner of this screen.

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

Please reply back on the public post as this Private message box is not monitored.

I hope this helps resolve this issue completely,

Cheers.

[sandytechy20]

@nobby6

Thanks for the response.

I understand the issue better now.

Update the printer firmware:

Navigate to the printer update feature. Menu names and icons vary by printer.

• Select the Setup, Service, or Settings menu, select Preferences, Printer Maintenance, or Tools if necessary, then select Web Services, Printer Update, or LaserJet Update

If you are prompted to sign up or accept terms of service, follow any on-screen instructions to enable Web Services and setup automatic updates. This procedure sets up the printer's Internet connection so it can receive updates.

If the printer does not automatically start the update process, select Check for Updates or a similar menu to start the update.

You can use this HP Document for more assistance on updating the firmware: https://hp.care/2rwXUxq

If the issue still persists, this issue may require one to one interaction with the HP Phone Support.

I suggest that you contact HP Phone Support for further assistance at the link: https://hp.care/2uJxnug

You have a good day ahead.

Cheers.