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HP Printers - Resolving a 'Scanner Failure' Message When Scanning, Copying, or Faxing

This document is for HP multifunction 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.
Step 1: Reset the printer and check the power source
Reset the printer to clear certain error states by calibrating the scanner mechanism, and then check the power source to confirm the printer is getting enough power to operate the scanner.
  1. Press the Power button to turn on the printer, if it is not already on.
  2. With the printer turned on, disconnect the power cord from the printer.
  3. Disconnect the power cord from the power source, and then wait 30 seconds.
  4. If you previously connected the power cord to a power strip or multi-plug outlet adapter, reconnect the cord directly to a wall outlet to ensure the printer is getting enough power.
  5. Reconnect the power cord to the rear of the printer, and then turn on the printer.
    • If the error no longer displays, make a test copy to confirm the issue is resolved.
    • If the error still displays, connect the printer power cord to a different wall outlet to determine if the original outlet is causing the issue.
    • If the error still displays with a different wall outlet, continue to the next step.
Step 2: Run the Print and Scan Doctor (Windows only)
Some scan error states might be resolved by running this automated troubleshooting tool for Windows computers.
  1. Go to HP Print and Scan Doctor to download and install the tool.
  2. Click Start on the Welcome screen, click your printer name, and then click Next to continue to the Finding and Fixing Problems screen.
  3. Click Fix Scanning, and then follow any on-screen instructions to resolve the issue.
    • If the error no longer displays, make a test copy to confirm the issue is resolved.
    • If the error still displays, continue to the next step.
Step 3: Check the scanner bar functionality
Perform a visual test of the scanner mechanism to see if it is jammed.
  1. Remove any original documents or photos from the scanner glass.
  2. Lift the scanner lid slightly, and then press the Copy button or icon.
    • If the scanner light does not move, the scanner mechanism is likely jammed. Contact HP to service the printer.
    • If the scanner light moves but the error still displays, continue to the next section.
Additional troubleshooting
Depending on your printer model, one or more of the following tasks might resolve the scanner issue.
  • Reinstall the printer software: Uninstall the existing printer software and driver, and then install the latest version from HP Software and Driver Downloads.
  • Restore factory default settings: For printers with touchscreen or menu-based control panels, locate the Restore Factory Defaults or similar menu under the Setup or Tools menu.
  • Use a shorter USB cable and connect it to the PC directly: HP supports USB cables less than 3 meters (9 ft 10 in) in length. Additionally, connect the cable to an available port on the computer instead of through a USB hub or docking station.
If the issue is not resolved, continue to the next section.
Service or replace your HP product if you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.

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