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HP Customer Support - Knowledge Base

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Information

Apache Log4j Update
Please see this document here for current information regarding the Apache Log4j vulnerability.

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Need Windows 11 help?
Check documents and videos on compatibility, FAQs, upgrade information and available fixes. Windows 11 Support Center

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Scanner Failure error on HP printers

When attempting to scan, copy, or fax, a Scanner failure. Unable to scan, copy, or send a fax or Scanner System Failure error displays.

The error displays for scanner hardware or power issues, such as a scanner bar jam or calibration issue, low scanner bulb temperature, or an internal or external electrical problem. It is not related to network or USB connection issues.

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Reset the printer

Reset the printer to recover from printer errors or failures.

If your printer has a rechargeable battery, remove it.
With the printer turned on, disconnect the power cord from the printer.
Unplug the power cord from the power source.
Wait 60 seconds.
Reconnect the power cord to a wall outlet and to the printer.

Note:
HP recommends plugging the printer directly into a wall outlet.
Turn on the printer to complete the reset.

Use HP Print and Scan Doctor (Windows)

Use HP Print and Scan Doctor on your Windows computer to help diagnose and fix printing and scanning issues.

Make sure paper is loaded in the main tray, and then turn on the printer.
Download HP Print and Scan Doctor, and then follow the prompts to install and open the tool.
On the welcome screen, click Start to select your printer and run the diagnostic.
If your printer is not found, click My product is not listed, and then follow the instructions troubleshoot the connection.

Check scanner bar functionality

If you have a flatbed scanner, watch the scanner bar while scanning to see if it is working properly.

Remove any original documents or photos from the scanner glass.
Lift the scanner lid slightly, and then press the Copy button or icon.
Look at the scanner. The scanner bar should illuminate and travel across the length of the glass.

If the scanner light does not illuminate or move, Contact HP Customer Support to service the printer.

Reinstall the printer software

Reinstalling the printer software might resolve any printing or scanning issues.

Reinstall the HP print driver (Windows)

Uninstall then reinstall the print driver on a Windows computer.

Disconnect any USB cables from the printer.
In Windows, search for and open Add or remove programs.
Look for your HP printer name in the list of programs.
- If you find your printer, click the printer name, and then click Uninstall.
- If you do not find your printer, search for and open Printers & scanners, click your printer, and then click Remove device.
If a User Account Control message displays, click Yes.
Follow the instructions to complete the software removal, and then restart the computer.
Go to 123.hp.com to download and install the latest print driver.

Uninstall the HP print driver and add your printer with AirPrint (Mac)

Remove the print driver and software installed on your Mac, and then add the printer with AirPrint.

Download and open HP Easy Start.
From the HP Easy Start drop-down menu, click Uninstall HP Software.
Follow the instructions to uninstall all HP software.
Click the Apple icon , click System Preferences, and then click Printers & Scanners, Print and Scan, or Print and Fax.
Click the Plus sign .
Select your printer from the list.
Click the Use or Print Using field, select AirPrint from the drop-down, and then click Add.
If AirPrint is not available or you require a specific HP-only feature, go to HP Software and Driver Downloads to download the HP driver.

Additional scanner failure troubleshooting

Depending on your printer model, one or more of the following tasks might resolve the scanner issue.

For printers with touchscreen or menu-based control panels, restore factory defaults. Find the Restore Factory Defaults or similar menu under the Setup or Tools menu.
For USB connections, make sure the cable is less than 3 m (9 ft 10 in) in length and connected directly to the computer instead of a USB hub or docking station.

Service the printer

Service or replace your HP product if the issue persists after completing all the preceding steps.

Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.

To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.

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Examples: "Deskjet Ink Advantage K109 paper jam", "ProBook 4540s bios update"