Question about HP OfficeJet G85 All-In-One InkJet Printer

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Scanner failure when i on the printer it appears a message, scanner failure

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  • HP Master
  • 4,338 Answers

Recently just fixed an HP Officejet G85 which had the dreaded "Scanner
failure" message on the screen whenever it was asked to copy, scan or
fax, or whenever it went onto power save. When it got the error
message, it would sometimes still print, but often it "locked solid",
and none of the buttons on the front even beeped like they normally
do.

I solved the problem, and thought I'd share a diganosis guide with you
since a lot of other people seem to have this problem and no solution.

In summary, common problems are:
dirty mirrors
dirty glass (bottom)
failed bulb
wonky alignment strip
jammed head
bad belt
failed motor.


Do each suggestion below, and after each test it and see if the
problem still occurs.

First, press the # key and the 6 key at the same time as plugging in
the power cord and switching it on. This will do a full reset, and
may fix the issue.

Next have a look inside the scanner through the glass while you turn
it on or while pressing copy. Do you see the scanner head move? If
you don't, then there's a problem with the motor or it's jammed - see
below. Do you see the light come (evenly across the whole length)?
If you don't, you probably need a new scanner bulb. Do you hear any
"grinding" noises while it's moving? If you do, see below. If you
havn't got any of those problems, it will be worth trying the
procedure below as well, because dirt inside can often stop it
working.

Next we're going to take it apart. It's quite easy to get apart as
long as you're careful, although If you're not sure about dismantling
things, print this page out and ask someone techy to do it... As
always, I can't guarantee it won't be broken by you doing this, but I
fixed mine this way, and you havn't got much to loose taking apart an
already pretty useless thing (out of print, copy, scan and fax, only
print works). You will need a set of torx screwdrivers.

To take it apart, fully lift up the scanner lit and lift it off.
There's a cable attaching it to the main scanner base you'll have to
unclip and unplug.

Next, remove the piece of plastic on the button pannel - you should be
able to do that with your fingernails round the edge. It has lots of
clip-like things, so you need to pull quite firmly to detach it.

Next fully remove the buttons themselves. Do that by pushing back the
clip at the bottom edge of the button panel and sliding the whole
pannel left, then lifting it out. Remove the little wire attaching
it, remembering which way round it fits in.

Now you need a torx screwdriver (this is a special type of screw, so
if you havn't got the right type of screwdriver you won't be able to
undo it) to get the scanner glass off. Remove the two screws at the
back of the scanner, down two deep holes on the top surface. Now
unclip the front edge of the top surface, with the two large clips
down where the buttons were (these are hard to unclip - use a small
screwdriver to "lift" each clip while lifting the surface a bit). Now
lift the entire surface off and put it somewhere it won't get
damaged. While you're at it, clean both the top and bottom with glass
cleaner.

Now you're in. Check all these things:

On the scanner glass, there is an alignment strip glued to it. Check
this is exactly parallel with the edge of the glass. If it's at an
angle with one edge more than about 3 mm out, the scanner won't work.
If it's not, remove the glass from the plastic and heat the strip with
a hairdryer and peel it off. use glass cleaner to remove the glue,
and then put the strip back on where it was, but straight. Do not
reglue it with new glue, because the middle of the strip is
intentionally not sticky so the scanner can calibrate colours better
without the glue getting in the way.

Check that the scanner "head" isn't rubbing on anything. It should
move from end to end freely when you rotate the wheel on the little
motor. Watch out for it touching the white pulley at the rightmost
end - this will cause it to misalign, and can be fixed with a tiny
piece of folded paper under the right end of the metal bar to raise it
slightly. If you came here because the scanner head wasn't moving at
all, but yet it didn't seem to be rubbing on anything, it may be the
motors failed. Check all it's connections, or otherwise you may need
to get a new one. Alternatively, a failed motor driver in the lower
half of the scanner could also cause that, but thats out of the scope
of this guide.

Make sure that the little clear plastic wheel on the motor (back left
of the scanner) is very clean. Clean it carefully with a kitchen
towl. If it's got printer ink on (quite likley), clean it off with a
slightly damp kitchen cloth, but don't let anything get wet. Also
clean the little sensors either side of the wheel. This wheel is used
for detecting the position of the scanner, and if it's dirty it won't
work.

If you found anything bad and fixed it, now would be a good time to
put it together and test it before delving deeper as to why it doesn't
work. Otherwise carry on with taking apart the scanner "head".

To remove the scanner head, de-tension the belt by moving the white
leaver at the back right (on the "floor" of the scanner bed). by
slightly lifting the leaver you can detension it a lot. Now remove
the belt from both pulleys. If the belt has any badly worn parts (ie.
where it is no longer toothed), then you'll need a new one, which
should fix the problem.

Next remove the flat white data cable from the head. Do do that,
unclip the top cover with the clips at either end of it, and carefully
pull the white cable out of the circuit board. Now you should be able
to fully remove the head, complete with metal bar, to a new place to
work on it.

If you came here to find out how to fit a new bulb, this is the place
to fit it. unplug the bulb from the smaller circuit board, and remove
the whole bulb assembly by carefully rotating it to get it free of the
black plastic housing. the bulb itself can be wiggled out of the
aluminium, but it's very fragile. The reflector is supposed to have
black edges - thats not a defect.

Otherwise, you next want to take off the bottom of the "head". You'll
need a normal cross head (maybe philips) to do that. When you're in,
you should see a load of pieces of glass. they're mirrors, and they
must be squeaky clean. If any aren't, then clean them carefully.
They can easily get dirty, as the printer below puts a lot of ink dust
into the air, which drifts into the scanner section.

If your scanner suffers from light leakage (where copying a portrait
black *** would give it coloured or white vertical bands), then
solve it by filling the gaps round (a) the mirror thats visible from
the outside of the scanner head (the shortest one), and (b) the back
edge of the aluminium housing for the light, with black tape.

You can also take off the circuit board and clean the actual scanning
sensor, but It seems fairly sealed, so I don't think it would get
dirty.

Next put everything back together, doing the above instructions in
reverse, making sure every wire is firmly plugged in, and test. When
you're testing, if you don't touch it, you can switch it on while it's
apart. The whole scanner, with the exception of the flourescant
light, is a safe low voltage. Note that the light and motor should
work with everything apart, but it will still come up with the scanner
error since it can't find it's alignment mark on the scanner glass.
To fully test you need to reassemble at least the scanner glass, and
it should then copy. You don't need to put the hinged lid back on.
You do need the buttons plugged in for all tests so you can switch it
on.





Posted on Sep 25, 2008

  • Jens Herrmann Oct 21, 2011

    I had a HP Officejet G85 with the "Scanner failure" message on my desk today but I could not fix it the way described in your solution. The owner had told me that he had this very same problem 3 years before and he had sent the device to a repair shop where they fixed it. When I opened the box with the mirrors I noticed the typical signs of an environment with lots of cigarette smoke. Also I noticed that the scan head actually hit the casing inside when going back to the initial position. The way I fixed the problem was by cleaning the encoder disc on the back side of the motor which drives the scan head. After doing this everything worked perfectly.

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