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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).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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‎04-22-2021 11:06 AM

HP Recommended
Product: HP Envy 5640
Operating System: macOS 11.0 Big Sur

Having successfully scanned a couple of photos the next scan gave me this message: "scanner problem.  Turn the printer off and then turn it on again.  If the problem persists, the scanner has become damaged and cannot copy or scan."

 

I did that but it made no difference. I checked for tips online and did the following:

  • Disconnect the power cable from the printer while the printer is still ON.
  • Disconnect any other cables if connected the printer.
  • Press and hold the printer’s power button for 15 seconds.
  • The printer should be directly connected to the wall outlet and not to a surge protector. Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

The printer powered on by itself then made the usual noises but as soon as the scanner light tried to move, it stopped and the same scanner has become damaged message was issued. When I press OK, " CANCELLING SCAN " comes up and stays there in the display panel.

While the message is displayed, I sent something to print and it worked, then " CANCELLING SCAN " is displayed again.

 

I've also deleted the printer from my Mac and re-installed it but no change. There have been no software updates before the error was first issued.

I hope I'm not going to have to buy another printer.

 

 

 

 

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