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Richard
Richard, Technician
Category: Printers
Satisfied Customers: 35380
Experience:  Printer and scanner problem resolver for over 15 years
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My HP photosmart 7525 will not scan. It shows error (-9923)

Customer Question

my HP photosmart 7525 will not scan. It shows error (-9923)
Submitted: 6 months ago.
Category: Printers
Expert:  Richard replied 6 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 6 months ago.
it is bluetooth...no plug.
Customer: replied 6 months ago.
what did the error mean?
Expert:  Richard replied 6 months ago.

you mean wireless, but I am telling you to unplug the Power Plug

Can you do this please

Customer: replied 6 months ago.
same error is showing. now what?
Expert:  Richard replied 6 months ago.

Thanks

If you do a copy directly on the actual printer, does it perform the copy or still gives the error?

Customer: replied 6 months ago.
It does copy and my printer works as usual. It's only the scanner that is problematic.
Expert:  Richard replied 6 months ago.

ok, if it copies then it means the scanner unit on the printer is still working

Which version of windows are you using?

Customer: replied 6 months ago.
Mac book air.
Expert:  Richard replied 6 months ago.

Thanks

Can you go to the apple icon, then system preferences.

Click on the printer, and click - to remove it

Restart the Mac

Then go back and click on the + and add it again

Once added, then try to scan please.

Customer: replied 6 months ago.
I did exactly as you suggested but, same error displayed.
Expert:  Richard replied 6 months ago.

can you remove the power to the wifi router, printer and power off the mac.

Wait 5 minutes, power on the wifi router, wait 5 minutes, power on the printer then the mac then try to scan please.

Customer: replied 6 months ago.
same error (-9923)
Customer: replied 6 months ago.
can you identify that error message?
Expert:  Richard replied 6 months ago.

yes it is the scan drive motor

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

Customer: replied 6 months ago.
My question is..did this error number tell you that in the first place? Did we go thru' all this unnecessarily?
Expert:  Richard replied 6 months ago.

yes it did and we did not go through this all unnecessarily.

I would not waste your's or my time doing that.

There are many causes to bring up the error and we needed to go through and eliminate them

Customer: replied 6 months ago.
Ok thx..i am frustrated. now what happens about the charge?
Expert:  Richard replied 6 months ago.

You have already paid the deposit which was for the service I provided to go through all possible causes and rule them out to confirm the problem (this is my livleyhood). I only receieve some of this when receiving a positive rating.

This is what we did and what you paid for. If we were only paid for fixing an issue, no one would have taken your question due to the possibility of it not being resolvable.

You now have the issue confirmed and know what you need to do.

If you need anything else, please let me know

Thanks

Richard

Customer: replied 6 months ago.
that is not what I understood,
I was told that i would not be charged if my issue was not resolved. that translates to me to mean fixed.
I think this sounds like scam.
Expert:  Richard replied 6 months ago.

IT indicates if your not satisfied with my service, it appears you are not.

Ill organize a refund so you do not need to pay me for the service I provided you.

Customer: replied 6 months ago.
It's not your service..it's the principle. It was advertised as pay if fixed, not if not.

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