03-20-2017 03:53 AM
Cannot scan. Tried several applications and using the scan button on the printer. Aslo tried on 2 different computers, with wireless adn with wired connections.
The device shows as connected on the computer and printing is fine.
The error messages are differrent depending on the application I use.
'A problem prevented the document from being scanned' in windows fax and scan.
I have downloaded the latest driver using HP download and install assistant.
Thanks for you help
03-20-2017 05:20 PM
Welcome to HP Forums, this is a great place to get support, find answers and tips, Thank you for posting your query, I'll be more than glad to help you out
I see that you are experiencing issues scanning from the ADF. You are getting the error message "A Problem Prevented Document From Being Scanned" when scanning from the ADF, but you can scan from the flatbed. I would like to help you out today.
To provide you with an accurate solution, I'll need a few more details:
- Have you checked if the unit can make a standalone copy? If ‘YES’ then it means the scanning hardware of the All-in-One works fine.
- Does the scanner bar move when you open the lid & press the copy button?
- Does that scanner bulb light up?
- Is the full version of the HP SW installed or just the basic drivers (only full version has full scan capabilities).
In the meantime, let's try these steps here:
Please make sure that the printer is connected directly to the wall outlet and not to the surge protector.
Remove all the ink cartridges and then try to perform a hard reset on the printer.
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.
Remove USB cable, if present.
Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.
Turn on the printer and wait till warm-up period finishes and the printer is idle.
Now insert the ink cartridges and then try to print a test page and check if it works.
If you’re running Windows, I would start by checking the installed printer software by downloading and running the HP Print and Scan Doctor. This tool can diagnose and fix many printing and printer software related issues. Please use this link to help you with that information: http://hp.care/2biN2XE
Please respond to this post with the result of your troubleshooting. I look forward to hearing from you.
If you wish to help others looking for the same solution as you've found, mark the post as Accepted Solution.
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And I Hope you have a good day, Ahead.
I am an HP Employee