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HP ScanJet 5100c - Unlocked & STILL grinding

Posted on 2000-05-07
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Last Modified: 2013-12-15
My HP 5100c scanner has always been unlocked from the day I installed it.  Since then I have purchassed a new PC with Win98 on it and installed and updated ALL the Win98 drivers available from HPs website (except the scan-to-web program, which I do not use).  The scanner started from the normal position at the TOP of the page and moved down the sheet to copy and print the page.  What came out of the printer was a solid black page and now the scanner's optical head is at the bottom of the sheet and staying there!  It never returned to its start position!  Is this a driver problem or has the scanner failed and does it need to be replaced???  Norton Antivirus was disabled all through the install process and other software/hardware has been installed fine, so I am concerned that all of a sudden, after getting a Win98 machine, that the scanner has stopped working properly and now is grinding the motor every time I try to scan or test it!  Please advise...

Dan

PS- I would like to be refunded my 10 points for the "Unlock the scanner" solution already posted for this kind of problem as it was already available FREE on HP's website, we have already checked that anyway, and the solution was not useful to me.  The description of the problem and solution was really too vague for me to determine if it was what I was looking for or not.
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Question by:melodan0722
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johlari earned 20 total points
ID: 2806748
The grinding noise is a scanner failure.  Service is indicated since you have already checked the lock.  Call HP service at 208-323-2551 (US - let me know if not in the US).  In the menu choices for scanners there is a option to get a quote on service.  Your scanner may still be within the warranty - and I think HP offered some additional warranty terms for this model.

In order to get your points refunded you need to go into the customer service area and post one there for the EE staff.  If you want, just adjust the points on this to 10 (or 0, I'm not a points hound and don't really care about them) to get your points back.

John
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Expert Comment

by:y01wmh
ID: 14718808
Just so you know, I'm having the exact same problem with my HP Scanjet 5400c. It scans down the page then SLOWLY begins to return the scanning lamp assembly back to the top, It only makes it a few inches before it stops.  I'm at a loss, I have the scanner apart hoping to see a gear or belt problem but everything looks perfect. I suspect its a hardware problem in the scanner somewhere.
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