the scanner failed to complete the scan

[JulieH13]

The printer, scanner and copier was working fine, then at some point, it started giving me the dreaded "failed to scan" message. I've tried HP Easy Scan; I've tried Image Capture. I still get the failed to scan message.

I've tried closing and reopening the application. I've tried turning off the printer and turning it back on. I've tried rebooting my laptop. I've tried combinations of all of these things. Sometimes, if I turn it off and leave it off for several hours, it forgets that it doesn't want to scan, but the problem always comes back.

I've searched the HP site for software and firmware update, and I'm up-to-date (as no updates have been made to these recently). What's the deal? Why is this printer not supported with updates for the Mac?

[MKazi]

@JulieH13

Thank you for posting on HP Forums, MKazi is at your service. 

I understand that you have an HP printer and it fails to scan. Fabulous analysis. Spectacular diagnosis of the issue before posting. Kudos to you for that. You've done a remarkable job performing the steps. 

To provide an accurate resolution, I need a few more details: 

• Please let me know the exact printer model no. This link will help you to find the model no: http://hp.care/2bygf7l
• Is the printer able to make a photocopy or even that has stopped? If the photocopy is successful then it indicates towards a software issue.
• Is the printer connected via USB or wirelessly?

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

NOTE: Please skip any steps that you may have already attempted.

• Disconnect the power cable from the printer while the printer is still ON.
• Disconnect any other cables if connected the printer.
• Press and hold the printer’s power button for 15 seconds.
• The printer should be directly connected to the wall outlet and not to a surge protector.
• Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

Now, you may try to scan and check if the scanner bulb beneath the glass bed glows and moves or not. If this action is not happening then it is a hardware issue with the printer and you may contact our HP phone support team to explore the available service options. 

Hope this helps. Keep me posted. Eager to help! 🙂

[JulieH13]

This problem corrected itself, then has returned to plague me intermittently. Sometimes turning the printer off and leaving it off for a few hours kick starts it, but the most recent bout seems unrecoverable.

I can't find a model number other than the "HP Office Jet 7612 Print | Fax | Scan | Copy |  Web"  on the top. The product number is G1X85A.

I performed all the steps above. The lights light up. The scanning bar moves. It seems to be a communication issue...within the device.

I connect to this printer via wi-fi. It prints fine via this connection, and when it's working, it scans fine as well. The problem seems to be strictly within the printer, because it won't copy either, and that doesn't involve my computer or wi-fi connection.

I've looked for new drivers. I purchased this printer in the Fall of 2016. No new drivers have been released since 2014 (!). If I haven't mentioned it, I'm on a MacBook Pro, running El Capitan version 10.11.6 (15G31).

What's the deal? I've seen lots of articles regarding scanner issues with HP printers. Mine started right around the time the one-year warranty expires, so you know what my inner cynic is telling me about that. I was tempted to buy another printer, because I need one that works, but the most highly recommended wide format multi-function printer is the newer model of this one. You might understand why I hesitate to throw more money at an HP printer. $250 is a lot to pay for a printer that becomes a boat anchor that's difficult to dispose of in 18 months.

[JulieH13]

After spending HOURS working with this printer yesterday, trying all options, removing it, adding it back, restoring factory settings, downloading old drivers/software again, I'm done with this printer. If a printer is going to be a disposable device, I'm going to pay disposable device prices for one. Headed to Staples to pick up an Epson WF-2750, which has everything this printer had, except the ability to handle 11"x17" paper, which I thought I'd use but never have. If that printer doesn't work, I'll just take it back.

Moral of the story, this printer has known scanner failures that HP has failed to address, because, I suppose, they move on to the newer product. But a printer shouldn't start failing the moment the warranty expires. Bad, BAD business. Again, if HP is going to treat printers like disposable devices, it's not worth paying a higher price assuming higher quality and durability. 

[MKazi]

@JulieH13

I have escalated your concern to HP’s Support Team in your region to have it reviewed for available options, if any.  You should be contacted within 4 business days (Excluding holidays & Weekends).  

Response times may vary by region. Please send a Private Message, if you aren’t contacted within 4-5 business days.

[MrsMac49]

Hello

I have a SL-M2070FW Samsung Laser Printer. I updated my Mac to a Mojave 10.14.1 and now I can't use my scanner. Says "Scanner reported an Error". I have updated the driver on line, have gone through all the steps of rebooting my printer and computer.

Apples wesite says that Samsung needs to update their driver, is there a newer one available. I am a senior and can not afford a new  printer. Everything else works on the printer. Thanks for any help you can supply, it is appreciated.