01-22-2020 09:57 AM
Recently my HP Envy 4526's scanner stopped working all of a sudden: everything that uses the scanner (copying, scanning, etc.) comes back with fully black pages.
It doesn't matter if I initiate such job from my PC or the printer itself, though it is able to tell if there's an alignment page or not.
Does anyone know how to fix this?
01-24-2020 12:26 PM
Welcome to the HP Support Community. I'd be happy to assist you. I'm afraid this is a hardware issue with the scanner mechanism in the printer. Let us try these steps to resolve this issue:
Reset the printer
- With the printer turned on, disconnect the power cord from the rear of the printer.
- Wait at least 60 seconds.
- Reconnect the power cord to the rear of the printer.
- Turn ON the printer, if it does not automatically turn on.
- Wait until the printer is idle and silent before you proceed.
Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.
Update the printer firmware
Click here to know different methods of updating printer firmware.
Check the scanner bar functionality
Perform a visual test of the scanner mechanism to see if it is jammed.
- Remove any original documents or photos from the scanner glass.
- 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.
Hope this helps! Keep me posted.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!
Have a great day!
I am an HP Employee
01-24-2020 01:14 PM - edited 01-24-2020 01:17 PM
Hardware wise, there's nothing wrong with the scanner, the light moves fine and is lit.
But it sends black pages to the printer's RAM like this. (the one below should've been a scan of my hand, as that's a silly way of mine to test a scanner)
I've tried to restart/factory reset the printer to no avail.
I first saw this problem when I tried to copy something, it took longer than usual due to these black scans.
01-24-2020 01:26 PM
Are you able to print from a computer/mobile device to the printer?
Print a Print Quality Diagnostic report
On the printer control panel, swipe the display to the left, and then touch Setup.
Swipe up on the display, and then touch Print Quality Report.
If the printer is printing fine, but not copying or scanning, please contact our HP Support team for Service Options as it could be a possible hardware issue:
1) Click on this link - www.hp.com/contacthp/
2) Select your product type below.
3) Enter the serial of your device.
4) Select the country from the drop-down.
5) Select the appropriate option based on your preference.
6) Fill the web-form and proceed further.
Keep me posted for any other assistance.
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!
I am an HP Employee
01-24-2020 01:36 PM - edited 01-24-2020 01:38 PM
Printing from my PC works fine, print quality seems to be fine as well if we don't count the fact that the black ink is running low, bought a new printer yesterday: it's the OfficeJet 3833, so this topic can be closed. (the warranty of the Envy 4526 has expired back in 2018)