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Camera Lens Does Not Completely Retract

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Issue
The camera lens does not retract completely when the camera is turned off and stops in an extended position. In addition, the camera may not turn on or off while the lens is stuck.
NOTE: This document does not apply to the HP Photosmart M22 and M23 series cameras as they have a fixed focus lens.
Solution
Perform the following solutions to resolve this issue.
Solution one: Inspect the lens for physical damage and debris
  1. Check the lens for damage. Dropping the camera while the lens is extended can damage it. Check whether the lens is crooked or out of position.
    If the camera shows this type of damage, it must be serviced. This type of accidental damage is not covered under the standard warranty.
    Figure 1: Damaged, crooked camera lens
  2. If the lens is positioned correctly, carefully inspect around it for dirt or debris. If you do not see any foreign matter, go to Solution two.
  3. If you see any dirt or debris around the lens, use canned air to gently blow it away.
    NOTE: Do not use an air compressor to clean debris from around the lens as the force of the air can damage the camera.
  4. After removing dirt and debris, turn the camera on and off. If the camera lens does not retract correctly or the camera does not turn on or off, go to Solution two.
Solution two: Reset the camera
  1. Turn off the camera, if possible.
  2. If an SD memory card is installed, remove the card.
  3. Remove power from the camera as described below:
    • If you are using only batteries for power, open the battery/memory card door and remove both batteries.
    • If you are using only the HP AC power adapter, disconnect it from the camera.
    • If you are using both batteries and the HP AC power adapter, remove both batteries and the power adapter.
  4. Wait for 15 seconds. Then reinsert the batteries and close the battery/memory card door or reconnect the HP AC power adapter to the camera. If you are using both batteries and AC power, try each method separately.
  5. Turn the camera on and off. If the lens does not retract correctly or the camera does not turn on, go to Solution three.
Solution three: Replace the camera batteries
Batteries that are almost empty or near the end of their life can cause the lens to stick.
  1. Turn off the camera, if possible.
  2. If you are using rechargeable batteries, fully recharge them.
  3. Place the new or recharged batteries in the camera as described below:
    • If you are using only batteries for power, open the battery/memory card door and replace both of the batteries with new or recharged ones.
    • If you are using both batteries and the HP AC power adapter, remove both batteries and the power adapter. Replace the batteries with new or recharged ones.
  4. Close the Battery/Memory card door.
  5. Turn the camera on and off. If the lens does not retract correctly or the camera does not turn on, go to Solution six.
    If the camera operates correctly but you removed an SD memory card in Solution two, go to Solution four.
Solution four: Test the SD memory card for problems
Follow the steps below if you removed an optional SD memory card in Solution two.
NOTE: Save any images on the SD card to another device before following these steps. Any images on the card will be lost when the card is formatted.
  1. Turn the camera off.
  2. Insert the SD memory card in the camera.
    Turn the camera on.
  3. Format the card in the camera. If the card cannot be formatted in the camera, go to Solution five.
  4. If the card was formatted in the camera, turn the camera off and then turn it on again.
    If the lens still does not retract and extend, continue to Solution six.
Solution five: Format the SD card in a Windows computer
NOTE: Save any images on the SD memory card to another device before completing this solution. Any images on the card will be lost when the card is formatted.
NOTE: The Mac Disk Utility does not format the card in the correct format. However, many photography stores will format an SD card for a customer.
  1. Turn the camera off.
  2. Remove the SD card.
  3. Insert the SD card into a memory card reader, or the memory card slot in your Windows computer or printer.
  4. Right-click the My Computer icon on the Desktop and then click Explore from the menu.
  5. A window displays with a list of disk drives under My Computer . Look under Devices with Removable Storage for the SD card as a removable disk drive.
  6. Right-click the removable disk drive and click Format .
  7. Click FAT from the File menu and then click Start .
  8. When the formatting is complete, place the SD card back in the camera and turn the camera on.
  9. Format the SD card in the camera.
    NOTE: You must format the card in the camera for it to work properly.
  10. Turn the camera off and then turn it back on.
  11. If the lens does not retract and extend properly, insert a different SD card.
    NOTE: Always format the SD card in the camera before using it the first time.
  12. If the camera still does not work properly, continue to the next solution.
Solution six: Service the camera
If you completed all the solutions above and the lens will not retract, service the camera.
Cause
This issue occurs most frequently when the camera is dropped or the lens is struck while extended. Other causes for stuck lenses include: dead batteries, corrupt SD memory card, dirt or other debris jammed in the mechanism, or a defective lens.


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