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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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‎04-10-2020 12:44 PM

HP Recommended

Hello, Scanner is no longer an option on my home screen and when I try to scan from the computer I get the -9923 error. Please advise. Thank you

1 REPLY 1

‎04-14-2020 02:16 AM

HP Recommended

@ElizG

 

Welcome to HP Community

 

I have gone through your Post and would like to help

 

Are you able to make Photocopies? Is the scanner bulb lightening up and moving across the scanner glass?

 

Please try these steps

 

- With the printer turned on, disconnect the power cord from the rear of the printer and from the wall outlet or power strip.
- Wait at least 60 seconds.
- Plug the power cord back into the wall outlet.
NOTE: HP recommends connecting the printer power cord directly to a wall outlet.
- Reconnect the power cord to the rear of the printer.
- Turn on the printer, if it does not automatically turn on.
- The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
- Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
 

Next ensure the printer has the latest Firmware Link: https://support.hp.com/in-en/document/c02919168

 

Keep me posted how it goes


If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.
 

KrazyToad
I Am An HP Employee

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