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Scanner Failure error on HP printers (Windows, macOS)

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.

  1. If your printer has a rechargeable battery, remove it.

  2. Press the power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the printer.

  3. Unplug the power cord from the power source.

  4. Wait 60 seconds.

  5. Connect the power cord directly to a wall outlet and to the printer.

  6. Turn on the printer to complete the reset.

Check scanner bar functionality

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

  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.

  3. 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.

Remove the printer from Printers & Scanners (Windows, Mac)

Use the Printers & Scanners menu to remove the printer from a Windows computer or Mac.

  • Windows: Search for and open Printers & Scanners, select your printer in the list, and then click Remove device > Yes to complete the removal.

  • macOS: Click the Spotlight icon , and then search for and open Printers & Scanners. Select your printer name, click Remove Printer or the Remove button , and then click Remove Printer or Delete Printer when prompted to complete the removal.

Set up your printer with the HP Smart app (Windows, macOS)

Use the guided printer setup in the HP Smart app to connect your printer over USB or to the internet.

  1. Download the HP Smart app from HP Smart - Microsoft Store (Windows, in English) or HP Smart - Mac App Store (macOS, in English).

  2. If a Welcome to HP Smart screen displays, click Accept All.

    HP Smart Welcome screen
  3. Set up or add the printer.

    • If the option to set up or sign in displays, click Set Up a New Printer.

      Clicking Set Up a New Printer
    • If the app home screen displays, click Add Printer (Windows), Set up or add printer (macOS), or the Add printer icon .

      Examples of Add Printer in Windows (left) and macOS (right)

      Examples of the HP Smart app Add Printer options
  4. For macOS, click Get Started under Set up a new printer. If prompted to select a connection type, click WiFi or Ethernet Cable, and then click Continue. Prepare the printer for the connection, and then click Continue.

    Clicking Get Started
  5. Find your printer in the list, click the printer name or Set Up, and then follow the prompts to finish the setup. It might take a few minutes before the printer displays.

    Example of printers found by the HP Smart app

    Examples of printers found by the HP Smart app
  6. If you are using a Wi-Fi connection and your printer is not found, continue to the next step.

  7. Restore Wi-Fi setup mode.

    • Printers with a touchscreen control panel: On the control panel, open the Wireless or Setup menu, select Network Setup or Settings, and then select Restore Network Settings.

    • Printers without a touchscreen control panel: Use the control panel buttons to Restore Wi-Fi setup mode on your HP printer.

  8. Within 2 hours, close then reopen the HP Smart app, and then add the printer again.

  9. If the HP Smart app still cannot find your printer, go to HP printer not found by the software or device during setup for troubleshooting information.

Restore printer factory defaults

Restore your printer to the default factory settings using the HP Smart app or internet browser to open the printer Embedded Web Server (EWS). Restoring factory defaults can help resolve printer setup issues, connectivity problems, and error messages.

  1. Choose one of the following methods to open the advanced settings for your printer.

    • HP Smart app: Click the image of your printer to open the settings and management tools, and then click Advanced Settings under Settings.

    • Printer EWS: Open the HP printer Embedded Web Server (EWS) using the printer IP address.

  2. From the EWS home page, click the Settings or System tab.

  3. If you are prompted to log in or enter the printer PIN, enter admin for the username (HP LaserJets only), enter the PIN from the printer label, and then click Submit or OK. This label is typically located inside the cartridge access area or printer door.

    Location of the PIN on the printer label
  4. Restore your printer to factory defaults.

    • For most HP printers, click Restore Factory Defaults or Factory under Restore Defaults. Click Restore Factory Defaults > Yes.

    • For HP LaserJet printers, click Service, and then click Restore defaults > OK.

    After about 20 seconds, your printer automatically restarts.

  5. Reconnect the printer to your Wi-Fi network, if necessary.

  6. Check for any printer firmware updates.

For more information, go to Restore factory defaults on your HP printer.

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.