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Richard
Richard, Computer Engineer
Category: Computer Hardware
Satisfied Customers: 33983
Experience:  Over 15 years of consulting to the IT industry
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My HP Envy printer has just recently failed to print a doc

Resolved Question:

My HP Envy printer has just recently failed to print a doc it just produces an all black page
Submitted: 7 months ago.
Category: Computer Hardware
Expert:  Richard replied 7 months ago.

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the printer (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the printer, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 7 months ago.
No it still just produces all black page
Expert:  Richard replied 7 months ago.

Are you on a windows computer or a mac computer and which version?

Customer: replied 7 months ago.
Its a mac book pro
Expert:  Richard replied 7 months ago.

Thank you

If you do a copy on the printer, does that print?

Customer: replied 7 months ago.
it prints ok from the computer, i have just printed this page ok
Expert:  Richard replied 7 months ago.

So it is only from the Mac that it prints out blank?

Customer: replied 7 months ago.
no its fine printed from the mac. it is only when i place a doc on the printer and press copy. scanner goes across doc but prints all black page
Expert:  Richard replied 7 months ago.

ok, so it is the copying that's at fault (sorry you indicating printing which brought up the confusion)

Are you able to scan from the printer still or is that also blank?

Customer: replied 7 months ago.
no it won't scan from printer at present
Customer: replied 7 months ago.
the scanner moves across doc but still does not reproduce
Expert:  Richard replied 7 months ago.

Thanks

It is the internal scanner unit that has faulted. This is why it will not copy or Scan

I am really sorry about this and you are going to have to return the printer to have this replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you

Richard, Computer Engineer
Satisfied Customers: 33983
Experience: Over 15 years of consulting to the IT industry
Richard and 4 other Computer Hardware Specialists are ready to help you
Customer: replied 7 months ago.
ok thanks. i feared it might be the scanner which has failed.

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