4650 scanning issues Chromebook

[TD88]

Both ADF and scan from glass stopped working.  ADF will take the first page and then just stop and I have to eventually cancel the scan.  From glass it goes through the motions as well but stops and I have to cancel.  Have tried unplugging to reset, etc to no avail.  Please help.

[Riddle_Decipher]

@TD88 Greetings from the HP Community!

Clean the scanner

Fingerprints, smudges, dust, or debris on the scanner glass, under the scanner lid, or in the document feed slot can cause lines and color bands. Clean these parts with a soft, lint-free cloth sprayed with glass cleaner.

Read one of the following sections for steps to clean these components, depending on your printer type.

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE & SKIP TO STEP 2 ONWARD

(By the end of this article all the issues should be resolved)

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us, 

have a good day, ahead.

[TD88]

No, sorry those steps do not remedy.  It is not a scan quality issue.  Absolutely no picture shows up on my Chromebook after scanning.  Printer works fine.  I have followed all reset suggestions, etc as well.  

[Riddle_Decipher]

@TD88 Could you create a copy from the printer and check if the scanner light moves back and forth?

Keep me posted.

[TD88]

Yes the scanner light does move back and forth

[TD88]

The page gets pulled through and scanned but the status never changes from 'scanning page' it keeps going until it cancels itself or I cancel it.  In the scan job window an image never shows just the black screen that initially appears.

[sandytechy20]

@TD88

This might require remote access of the computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.