PrintSymptoms
The HP Scanjet scanner stops working or has never worked correctly. Any of the following symptoms may occur.
Before beginning
Print this document for easy reference. This document contains many steps. Some of these steps require restarting the computer system.
Follow the steps below in order. If an instruction in sequence does not pertain to the version of the Windows operating system in use or the scanner in use, skip ahead to the next step that applies.
Section 1: Check for damages or broken parts on the scanner
If there is an apparent broken part such as the scanner glass,
contact HP Customer Support
. If the issue you are having may be related to a broken or defective USB, SCSI, or Parallel connection, use the links below for further instructions.
After completing the steps in the links above, try scanning again.
Section 2: The scanner glass is dirty
Use this link for
instructions on cleaning and maintaining the scanner (bps02788)
.
Section 3: The scans are black, blocky or only partial images
- Verify the computer system meets the minimum system requirements as listed on the HP Scanjet scanner box. If you do not have the box for your HP Scanjet scanner, click here for system requirement listings (c00014015) .
- Temporarily disable all software or programs that start automatically when the Windows operating system runs. Click here for instructions on disabling startup items (bps05697) .
- Try scanning again. If the scanner still exhibits the hardware issue, complete the rest of the steps in this document. If the scanner hardware issue is resolved, re-enable the startup group items in small groups to determine which specific application is causing the issue. Click here for instructions on enabling the startup items (bps05697) .
Section 4: The scanner is making an unusual mechanical noise
- Unplug the power cable from the scanner and unplug and accessories such as the XPA/TMA (Transparency Adaptors), and the APF/ADF (Automatic Photo and Document Feeders). Disconnect the connectivity cables (for instance, USB, parallel, and SCSI).
- If the scanner has a carriage lock, lock and unlock the carriage lock three times.
- Leave the scanner completely unplugged from power for 60 seconds before reconnecting the connectivity cables, power cable, and accessories.
- Try scanning a different document or picture.
Section 5: The carriage is unable to move up or down the scanning bed
Some scanners have an internal self-test. Follow the links below for instructions to perform a hardware self test on your scanner. If your scanner model is not listed below, continue to Section 6
.
NOTE:If the scanner fails to pass the internal self-test, contact HP support.
HP Scanjet 2300 series
- Disconnect the USB cable and the power cable from the scanner. Make sure the power cable is still connected to the power source.
- Press the Copy and Scan buttons at the same time, while plugging the power cable back into the scanner.
- The scanner lamp should turn on, and the carriage in the scanner should move forward and backward.
- To end the test, disconnect and reconnect the power cable without holding the buttons down.
HP Scanjet 3400 and 4300 series scanners
- Disconnect the USB cable and the power cable from the scanner. Make sure the power cable is still connected to the power source.
- Press the Copy and Email buttons at the same time, while plugging the power cable back into the scanner.
- The scanner lamp should turn on, and the carriage in the scanner should move forward and backward.
- To end the test, disconnect and reconnect the power cable without holding the buttons down.
HP Scanjet 4500 and 5500 series scanners
- Disconnect the USB cable and the power cable from the scanner. Make sure the power cable is still connected to the power source.
- Press the Copy and Email buttons at the same time, while plugging the power cable back into the scanner. Hold the scanner buttons less than 5 seconds.
- The scanner lamp should turn on and the carriage in the scanner should move forward and backward.
- To end the test, disconnect and reconnect the power cable without holding the buttons down.
HP Scanjet 5400 series scanners
- Disconnect the USB cable and the power cable from the scanner. Make sure the power cable is still connected to the power source.
- Press the Scan and Email buttons at the same time, while plugging the power cable back into the scanner. The scanner will enter a Demo Mode.
- Press the Cancel button on the scanner to start the test.
- To end the test, disconnect and reconnect the power cable without holding the buttons down.
HP Scanjet 7400 series scanners
- Disconnect the USB cable and the power cable from the scanner. Make sure the power cable is still connected to the power source.
- Press the Copy and HP Scanning Software buttons at the same time, while plugging the power cable back into the scanner. See the table below for the location of the buttons:
- Press any functional button. The scanner lamp should turn on, and the carriage in the scanner should move forward and backward. The scanner will scan at the speed required to perform the function of the button pressed.
- To end the test, disconnect and reconnect the power cable without holding the buttons down.
Section 6: The characters on the LCD incorrect or missing
This section describes how to remove the Digital Imaging, Instant Support, and Memories Disc Folders for scanners using the HP Director and HP Photo and Imaging software.
Uninstall the HP Scanning software
- Open the Control Panel.
- In Windows 95, 98, ME, and 2000, click Start , click Settings , and then click Control Panel . The Control Panel opens.
- In Microsoft Windows XP, click Start and then click Control Panel . The Control Panel opens.
- Double-click the Add\Remove Programs icon. The Add\Remove Programs window will open.
- In the list of installed programs, click the software for the scanner to highlight it and then click the Remove or Add\Remove button.
- Follow the instructions on the screen to remove the scanning software. When prompted to remove or repair the software, select Remove .
- When prompted to restart the computer system, select No .
Delete the Scanjet Digital Imaging Folders
- Right-click the Start button and then click Explore . Windows Explorer opens.
- In the left pane of Windows Explorer, click the plus (+) next to the Program Files folder. A list of all folder contained in the Program Files folder displays below the Program Files folder.
- Click the plus (+) next to the Hewlett-Packard folder. A list of all folders contained in the Hewlett-Packard folder displays below the Hewlett-Packard folder.
- Locate the Digital Imaging folder in the list displayed below the Hewlett-Packard folder and click the plus (+) next to it.
- Right-click all folders named after the scanner in use. For example, HP Scanjet 2300c, 2300c or 2300), and then click Delete.
- Click Yes to confirm the folder deletion.
- Locate the Memories Disc folder in the list displayed below the Hewlett-Packard folder. Right-click the Memories Disc folder and then click Delete .
- Click Yes to confirm the folder deletion.
Section 7: Install any Firmware updates for the scanning Software
- Some scanners may have a firmware or software update. Click here to see the available downloads for your HP Scanjet Scanner (bps05330) .
- Install the Scanjet software after downloading any software or firmware updates. Follow all applicable instructions for installing the firmware or software updates.
Section 8: Connect Scanner Hardware and Test
- When the computer system has fully started, connect the scanner to the computer with the USB cable.
- Plug the scanner into the electrical outlet.
- A New Hardware Detected window will open and reload the scanner drivers. It may be necessary to place the HP Scanning software installation CD in the CD-ROM drive if it was removed.
- Try scanning again. The scanner should now function correctly.
Section 9: Contact HP Technical Support
If none of the steps above provided a resolution for the scanner, contact HP technical support.
