HP Customer Support - Knowledge Base




  • Information

    Fix and resolve Windows 10 update issue on HP Computer or Printer. Click here



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. Download HP Print and Scan Doctor, and then follow the prompts to install and open the tool.
  2. Read and respond to the instructions to select your printer, install any required software, and fix scanning issues.
    • 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 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.






Country/Region: Flag United States