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Solved!

Cant scan with HP Envy 5544

HP Recommended
HP Envy 5544
macOS 10.14 Mojave

My printer will not scan but prints fine. I've tried the inbuilt printer air print, image capture, as well as the HP easy scan and easy start options. I just get scanner errors coming up. So I tried to  a hard reset, still the same. Then I tried to update the firmware and got the error "scanner is in error mode, unable to update". As I say the printer prints fine its only the scanner that doesn't work.

Any ideas anyone? Thanks in anticipation!

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@pheydonj, Welcome to the HP Support Community!

 

Try making a standalone copy and check if that works. By this, we can conclude if this is a hardware or a driver issue.

 

Check for any software updates on MAC

Click here to know how.

 

Check the scanner bar functionality

 

Perform a visual test of the scanner mechanism to see if it is jammed.

  1. Remove any original documents or photos from the scanner glass.
  2. Lift the scanner lid slightly, and then press the Copy button or icon.

If the scanner light does not move or moves halfway or is not lit, the scanner mechanism is likely jammed/broken.

 

If the copy works fine, use HP Smart app to scan and check if that helps.

Click here to download and know more about HP Smart app.

 

Let me know how this goes.

 

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

KUMAR0307
I am an HP Employee

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Thanks for getting back.

I've tried maing a copy and it will do this no problem. I also installed HP smart, but this did not work either.

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... I think the critical issue in my limited experience is to do with the driver. As I said in my original post, I cannot update the driver, I get the message "printer in error, can't update". This can't be right, although as I said printing and copying work fine. Any further suggestions would be much appreciated....

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@pheydonj

 

If the printer is able to make a copy fine, it means the hardware of the printer is working fine. Resetting the printer to its factory settings may help to update the printer firmware and clear any settings that have been changed on the printer.

  • The reset instructions are specific for your printer and performing those steps on a different printer may corrupt the device.
  • I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer.
  • In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Keep me posted.

 

KUMAR0307
I am an HP Employee

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