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HP ScanJet Pro 2000 s2, 3000 s4, N4000 snw1 / HP ScanJet Enterprise Flow 5000 s5, 7000 s3, N7000 snw1 - Scanner operation problems

Review the following information about resolving scanner operation problems.

Connection issues

Review the following information about resolving connection issues.

Check the USB connection

Follow these steps to check the USB connection.
Check the physical connection to the scanner.
  • Use the cable that was included with the scanner. Another USB cable might not be compatible with the scanner.
  • Ensure that the USB cable is securely connected between the scanner and the computer. The trident icon on the USB cable faces down when the cable is properly connected to the scanner.
If the problem persists after verifying the above items, try the following:
  1. Do one of the following tasks depending on how the scanner is connected to the computer:
    • If the USB cable is connected to a USB hub or a docking station for a laptop, disconnect the USB cable from the USB hub or the docking station, and then connect the USB cable to a USB port on the back of the computer.
    • If the USB cable is directly connected to the computer, plug it into a different USB port on the back of the computer.
    • Remove all other USB devices from the computer except for the keyboard and the mouse.
  2. Press the Power button to turn off the scanner, wait 30 seconds, and then turn on the scanner.
  3. Restart the computer.
  4. After the computer has restarted, try using the scanner.
    • If the scanner works, reconnect any additional USB devices one at a time; try the scanner after connecting each additional device. Disconnect any USB devices that prevent the scanner from working.
    • Windows: If the scanner does not work, uninstall and then reinstall the HP ScanJet drivers and software.

Check the ethernet connection (N4000 snw1 and N7000 snw1 models)

Follow these steps to check the ethernet connection.
  1. Ensure that the Ethernet cable is firmly connected between the product and a router, Ethernet jack, or Ethernet switch.
  2. If the Ethernet cable is connected to a network router or Ethernet switch, try connecting it to a different port on the router or switch.
  3. Press the Power button to turn off the scanner, wait 30 seconds, and then turn on the scanner.

Check the wireless connection (N4000 snw1 and N7000 snw1 models)

Review the following to check the wireless connection.
  • Verify that the network cable is not connected.
  • Verify that the scanner and the wireless router are turned on and have power. Also make sure that the wireless radio in the scanner is turned on.
  • Verify that the service set identifier (SSID) is correct. If you are not sure the SSID is correct, run the wireless setup again.
  • With secured networks, verify that the security information is correct. If the security information is incorrect, run the wireless setup again.
  • If the wireless network is working correctly, try accessing other computers on the wireless network. If the network has Internet access, try connecting to the Internet over a wireless connection.
  • Verify that the encryption method (AES or TKIP) is the same for the scanner as it is for the wireless access point (on networks using WPA security).
  • Verify that the scanner is within the range of the wireless network. For most networks, the scanner must be within 30 m (100 ft) of the wireless access point (wireless router).
  • Verify that obstacles do not block the wireless signal. Remove any large metal objects between the access point and the scanner. Make sure poles, walls, or support columns containing metal or concrete do not separate the scanner and wireless access point.
  • Verify that the scanner is located away from electronic devices that might interfere with the wireless signal. Many devices can interfere with the wireless signal including motors, cordless phones, security system cameras, other wireless networks, and some Bluetooth devices.
  • Verify that the scan driver is installed on the computer.
  • Verify that the computer and scanner connect to the same wireless network.
  • For macOS, verify that the wireless router supports Bonjour.

Buttons are not working properly

If the buttons are not working properly, complete the following steps.
  1. A cable might be loose. Ensure that the USB cable and the power supply are securely connected.
  2. Turn off the scanner, wait 30 seconds, and then turn the scanner back on.
  3. Restart the computer.
  4. If the problem still persists, there might be a problem with the control panel. Contact HP Support at:

LCD issues (5000 s5 and 7000 s3 models)

Review the following information to resolving LCD issues.

The LCD is having display issues

The following symptoms indicate a problem with the scanner control panel.
  • LCD issues: The display is blank, or part of the display content is missing.
  • LED issues: LEDs are not working, or are staying in the wrong state.
If the scanner exhibits any of these problems, contact HP support at www.hp.com/support.

The scanner buttons are not working as expected

The following symptoms indicate a problem with the scanner control panel.
  • Button issues: Buttons are unresponsive, or the wrong action occurs when you press a button. For example, you get a single-sided scan when you press the Duplex Scan button.
  • LED issues: LEDs are not working, or are staying in the wrong state.
If the scanner exhibits any of these problems, contact HP support at www.hp.com/support.

The touch panel display issues (N4000 snw1 and N7000 snw1 models)

The following symptoms indicate a problem with the scanner touch panel.
  • Touch panel issues: The display is blank, or part of the display content is missing.
  • Button issues: Buttons are unresponsive, or the wrong action occurs when you press a button (for example, you get a single-sided scan when you press the Duplex Scan button.
If the scanner exhibits any of these problems, contact HP support at www.hp.com/support.

Scanning performance issues

Review the following information about resolving scanning performance issues.

The scanner does not scan immediately

Make sure the document feeder hatch is closed, and that the scanner is turned on.

The scanner is scanning items very slowly

When scanning to edit text, the optical character recognition (OCR) causes the scanner to scan more slowly, which is normal. Wait for the item to scan.
nota:
Windows: For the best OCR results, scanner compression should be set to the minimum compression level or be disabled.
Scanning at a higher resolution than necessary increases scanning time and creates a larger file with no additional benefit. If you are scanning at a high resolution, set the resolution to a lower level to increase scanning speed.

The scanner scans only one side of a two-sided page

Verify that the selected scan shortcut specifies two-sided scanning.

Scanned pages are missing at the scan destination

When scanning, pages that stick together are scanned as one item. Check to confirm that scanned pages are not stuck together.

Scanned pages are out of order at the scan destination

If scanned pages are out of order at the scan destination, check the following.
  • Verify that the page order of the original document is correct before placing the document face down into the input tray.
  • Make sure that there are no staples, paper clips, or any other attached material (such as adhesive notes) that might cause the pages to feed incorrectly.
  • Verify that pages are not stuck together.

Scanned files are too large

If scan files are too large, check the following.
  • Most scanning software allows a smaller file size to be selected when selecting the output file type. For more information, see the Help for the scanning software being used.
  • Verify the scan resolution setting (for more information, see the Help for the scanning software being using):
    • 200 dpi is sufficient for storing documents as images.
    • For most fonts, 300 dpi is sufficient for using optical character recognition (OCR) to create editable text.
    • For Asian fonts and small fonts, choosing a higher resolution is recommended.
    nota:
    For some special black dot background scans, saving the image as a .tif file might make the image smaller.
    Scanning at a higher resolution than necessary creates a larger file with no additional benefit.
  • Color scans create larger files than do black and white scans.
  • If scanning a large number of pages at one time, consider scanning fewer pages at a time to create more, smaller files.

Issues with text recognition (OCR) (Windows)

The scanner uses optical character recognition (OCR) to convert text on a page to text that can be edited on a computer.
  • If text can be scanned but cannot be edited, make the following selections before scanning:
    • Select a scan shortcut that supports OCR. The following scan shortcuts support OCR:
      • Save as PDF
      • Email as PDF
      • Save as Editable Text (OCR)
      • Send to Cloud
      • Everyday Scan
    • Select one of the following OCR-based, output-file types from the File Type drop-down box:
      • Text (.txt)
      • Rich Text (.rtf)
      • Word (.doc, .docx)
      • Excel (.xls, .xlsx)
      • CSV (.csv)
      • XML (.xml)
      • Searchable PDF (.pdf)
      • PDF/A (.pdf)
nota:
If an OCR-based, output-file type is not selected, the document is scanned as a graphic and the text is not editable.
  • Check the originals
    • The software might not recognize text that is tightly spaced. For example, if the text that the software converts has missing or combined characters, "rn" might appear as "m".
    • The accuracy of the software depends on the image quality, text size, and structure of the original and the quality of the scan itself. Make sure that the original has good image quality.
    • Colored backgrounds can cause images in the foreground to blend too much.
  • If the scanner strips are dirty, the scan file does not have optimum clarity. Make sure the scanner strips are clean.

Email problems (N4000 snw1 and N7000 snw1 models)

To resolve email problems, try the following.

Validate the SMTP gateway address

Open the Embedded Web Server to confirm that the SMTP gateway address is correct. Also confirm that the email address being used is valid.

Validate the LDAP gateway (Windows)

Use the following procedure to validate the LDAP gateway in Windows.
  1. Open Windows Explorer. In the address bar, type LDAP:// immediately followed by the LDAP gateway address. For example, type LDAP://12.12.12.12 where "12.12.12.12" represents the LDAP gateway address.
  2. Press the Enter key. If the LDAP gateway address is valid, the Find People dialog box opens.
  3. If the LDAP gateway address is not valid, contact the network administrator.

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