my printer will not copy or scan. Printing works fine

[pollygo]

Printer was unplugged by mistake yesterday.  To day, when I attempted to copy a document I got a "copy starting" message but nothing happens.  Turned it off and on - no change.  Unplugged from the wall and from the printer, left unplugged, replugged - no change.  Scan does not work either - I get a message "scan starting"

Printing works fine.

Printer is 2 months out of warranty.

[Dvortex]

Hello, @pollygo – Hope you are well 🙂

Thank you for becoming an HP Forum member. It is a great location to get help from the community, get suggestions and find what has worked for others!

Going through your post, I see that you are facing issues while copying using the Officejet printer. It looks like an issue with the scanning mechanism of the printer. I’d suggest you first update the printer firmware.

Go to http://hp.care/2ptjjHb to download and update the printer firmware.

Now, perform a power drain on the printer as suggested below:

• 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 (This is important) 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.

Please let me know if this resolves the issue, or if you require further assistance!

Good luck 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[pollygo]

The firmware update failed. (file name OJP8620_R164OB_updated.exe) (BTW, update seems to deal with problems resulting from non-hp ink - I have not used non-hp ink)

I tried the power down sequence that you recommended.

The firmware update failed a second time.

No improvement.  Any other ideas?  Thanks for your response,

[Dvortex]

Hello, @pollygo

I am afraid that the issue is with the scanner mechanism of the printer. You can try keeping the printer unplugged from the power for few hours and check. But, if that fails, then I would recommend you contact the HP phone support to get the printer serviced or for a possible upgrade.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Cheers 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!