How to troubleshoot a scanner failure error on HP printers
If you try to scan, copy, or fax a document
and your printer generates an error message that indicates there has been a scanner failure
(or that the system is unable to scan), then there might be an issue with your scanner.
These types of errors display when there are hardware or power issues with the scanner, such as:
a scanner bar jam or calibration issue,
low scanner bulb temperature,
or an internal or external electrical problem.
These errors are not related to network or USB connection issues.
Follow the steps in this video to troubleshoot scanner issues.
After each step, try to use the printer scanner to see if the issue is resolved.
Step 1: Reset the printer
With the printer turned on, disconnect the power cord from the printer.
Unplug the power cord from the power source and wait 60 seconds.
Reconnect the power cord to the power source and then to the printer.
NOTE: HP recommends plugging the printer directly into a wall outlet.
Turn the printer on to complete the reset.
Step 2: Use HP Print and Scan Doctor
If you are scanning with a Windows computer, you can use HP Print and Scan Doctor to diagnose the issue.
If you are scanning with a Mac computer, continue to the next step.
Make sure paper is loaded in the main tray, and then turn on the printer.
Search for and open HP Print and Scan Doctor.
If the app is not included on your computer,
you can download it by going to support.hp.com/help/printscandoctor
From here, select Download Print and Scan Doctor and follow the prompts to install and open the software.
On the welcome screen, click Start to run the diagnostic.
Select your printer and then click Next.
Click Fix Scanning.
HP Print and Scan Doctor searches for printer issues and provides solutions if one is found.
Step 3: Check scanner bar functionality
Remove any documents or photos from the scanner glass.
Lift the scanner lid slightly, and then press the Copy button or icon.
The scanner bar should illuminate and travel down the length of the glass.
If the scanner light does not illuminate or the bar does not move, there is an issue with the scanner bar.
Contact HP Customer Support at support.hp.com/contact
to explore warranty options and service the printer.
Step 4: Reinstall the printer software
Uninstalling and then reinstalling the printer software might resolve any printing or scanning issues.
Before uninstalling, disconnect any USB cables from the printer.
For Windows computers, search for and open Printers & scanners,
select your printer, and then click Remove.
Follow any prompts to complete the software removal and then restart your computer.
For Mac computers, go to 123.hp.com/setup
Select Install HP Easy Start and follow any prompts to install and open the app.
Once HP Easy Start has been installed, from the drop-down menu, select Uninstall HP Software.
This will remove all HP printer software from the Mac.
Follow any prompts to complete the software removal.
Once the software has been removed from your computer,
go to your app store and search for HP Smart to download and install the free HP Smart app.
Once installed, follow the prompts in HP Smart to setup your printer.
If none of the steps in this video have worked to solve the scanner issue,
contact HP Customer Support at support.hp.com/contact to service the printer.
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And search our channel to find official HP Support videos.