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wrong with the scanner

HP Recommended
HP envy 5544
Microsoft Windows 10 (64-bit)

The scanner sounds very loudly and after a very long time a message turns up that says "there is a problem with the scanner, please turn off the printer and try again" 

i have tried that several times but it will not work. 

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HP Recommended

@Sofie87 

Welcome to the HP Support Community!

 

Perform these steps once:

  1. Turn on the printer
  2. wait until the initialization is finished
  3. Disable Wi-Fi and/or WLAN and/or remove USB- / LAN- cable
  4. Now unplug the power cord from the printer and also from the power strip.
  5. wait 60 sec.
  6. Connecting the power cord to the printer and directly to a wall outlet
  7. start "Copy" (without template)
  8. lift the scanner cover slightly - is the scanner lamp "ON"?
  9. and the sounds the same?

If the scanner lamp lights up and there is no sound, then the scanner is OK.

 

Else I'm afraid this is a possible hardware issue.

I recommend to you,  Contact HP Support team for Service Options in your region for your printer.

 

Hope this helps! Keep me posted.
Andreas

 

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