Help with frustrating scanner-copier issue.

Question

Help with frustrating scanner-copier issue.

Anonymous

This is an HP ENVY 5530 All-in-One Printer, Copier, Scanner. Until a few days ago all functions worked smoothly. Suddenly, while I can still print from the computer or the Internet, both the scan and the copy functions do not respond. The HP Smart app and the Windows troubleshooter find nothing amiss. I have re-installed the printer driver software, to no avail.

I suspect that the scanner camera that moves across the page and back may be literally "stuck." Does that sound reasonable? If so (or if not) any suggestions will be greatly appreciated.

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EmilyS726 275.3K Independent Advisor

Hello, this is Emily.

If the scanner doesn't work but the copy feature works, then I would definitely help make sure it is not a driver issue, as scanner requires its own driver in addition to the printer driver, or you need the full feature driver (includes both).

However, copier doesn't require driver and it is a feature you do directly on the device, without needing the computer. So if it is not copying, considering both scanner and copier requires the mirror and its components, I think this is a hardware issue directly on the HP device. In that case, troubleshooting here as a Windows or Microsoft issue is not the right direction. You need to get in touch with HP support in this case. https://support.hp.com/us-en

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Answer 1

Hello, this is Emily.

If the scanner doesn't work but the copy feature works, then I would definitely help make sure it is not a driver issue, as scanner requires its own driver in addition to the printer driver, or you need the full feature driver (includes both).
However, copier doesn't require driver and it is a feature you do directly on the device, without needing the computer. So if it is not copying, considering both scanner and copier requires the mirror and its components, I think this is a hardware issue directly on the HP device. In that case, troubleshooting here as a Windows or Microsoft issue is not the right direction. You need to get in touch with HP support in this case. https://support.hp.com/us-en

Hello Emily. I appreciate your well-reasoned observations. I suspected a hardware issue, and you have confirmed my suspicion. I will see if I can get any help from HP. Since I am out of warranty, I may just have to buy a new printer. Thanks very much.

Grandpa