A 'Scanner Failure' message displays on the printer control panel.
HP Officejet 6600 e-All-in-One and 6700 Premium e-All-in-One Printers (H711) - A 'Scanner Failure' Message Displays on the Printer Control Panel
Issue
Important: You must follow these solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, you can stop troubleshooting.
Solution one: Reset the printer and update the firmware
Follow these steps to reset the printer and to update the firmware.
Step one: Reset the printer
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With the printer turned on, disconnect the power cord from the rear of the printer.
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Unplug the power cord from the wall outlet.
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Wait at least 15 seconds.
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Plug the power cord back into the wall outlet.
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Reconnect the power cord to the printer.
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Turn the printer on.
note:The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before proceeding.
Step two: Update the printer firmware
Choose a method, and then follow the steps to update the firmware.
Method one: Update the firmware using the printer control panel
Follow these steps to update the firmware from the printer control panel.
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On the printer control panel, touch HP ePrint (
), touch Settings, and then touch
Product Updates.
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Touch Check for Product Update, and then follow the instructions on the display.
note:If you want your printer to automatically check for updates, touch Settings, touch Product Updates, touch Auto Update, and then touch Automatically.
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If these steps resolved the issue, you do not need to continue troubleshooting.
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If the issue persists, continue to the next solution.
Method two: Download and install the firmware update
Windows
Update the printer firmware for printers connected to a computer with Windows.
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Make sure the printer is on and connected to the computer through your local network or USB cable.
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If a Let's identify your product to get started page displays, click Printer.
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Type your printer model number, and then click Submit.The software results page for your printer displays with the default operating system selected.
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If you need to change the version of Windows, click Change, select your version, and then click Change.
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Click Firmware, and then click Download.If a Firmware section is not listed, an update is not currently available for your printer.
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Save the file to your computer.
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Locate and then open the file to start the installation process.
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When the HP Printer Update window opens, see if the printer serial number displays or a prompt for printer model displays.
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If the serial number displays, select the checkbox next to it, and then click Update.
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If the serial number displays but the status is 'not applicable' (grayed out), you do not need the firmware update. Click Cancel.
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If the serial number does not display and your printer uses a network connection, connect a USB cable to the printer and computer. Wait 20 seconds, and then click Refresh. When the serial number displays, select the checkbox next to it, and then click Update.
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If you are prompted to select the printer model to update the firmware, select your printer model, and then click Send Firmware.
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When the update completes, click OK.
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If you connected a USB cable to update your network printer, remove the USB driver installed by Windows.
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Search Windows for control panel, and then click Control Panel in the results.
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Click View Devices and printers.
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Right-click the USB printer device that matches your printer model, and then select Remove Device.
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Disconnect the USB cable from the printer and the computer, and then restart the computer.
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Mac
Update the printer firmware for printers connected to a Mac.
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Make sure the printer is on and connected to the computer through your local network or USB cable.
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If a Let's identify your product to get started page displays, click Printer.
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Type your printer model number, and then click Submit.The software results page for your printer displays with the default operating system selected.
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If you need to change the version of macOS or OS X, click Change, select your version, and then click Change.
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Click Firmware, and then click Download.If a Firmware section is not listed, an update is not currently available for your printer.
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When the download is complete, open the [Printer_name].dmg file.
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Double-click HP Firmware Updater.
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Click the name of your printer, and then click Continue.
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The updater checks the firmware version installed on the printer, and then displays the results in the Update Information window.
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If Device is ready to be reflashed displays, click Continue to update the firmware.When the update completes, click Done.
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If This Firmware Updater does not contain upgrades for your device displays, the printer firmware is already updated to the most recent version. Click Cancel to exit the updater.
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If these steps resolved the issue, you do not need to continue troubleshooting.
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If the issue persists, continue to the next solution.
Solution two: 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.
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