What you will see
The printer intermittently displays an '841.02' Service Scanner Failure Error. The error typically appears when the scanner unit is in use.
Explanation
The '841.02' Service Scanner Failure Error indicates that the MFP has detected a communications problem with its scanner. A service call may be required to resolve this issue. Certain rare occurrences, however, such as a power fluctuation or a static discharge in the vicinity of the MFP, can cause a false '841.02' error message to display. In such cases, the error is only temporary and can be easily resolved without service.
Troubleshooting
Perform the following steps to determine if a service call is required:
Steps | Actions |
1 | Restart the device and check whether error re-appears. Important! Do not power the MFP off and on too quickly. Doing so can cause a power issue and create this type of situation. |
2 | Whether the device is able to scan/copy without getting the error again, please check the device's current firmware code levels. Note: If the device firmware level is below EC23 [Base = P278] make sure to update the device to the latest EC available [Base = P278 or higher, Engine = 08B]. To update the printer's firmware with latest level, proceed with Step 4. Otherwise, continue with the next step. |
3 | If the error did not clear, first set the printer to Invalid Engine Code status. To do this:  Power off the printer. Press and hold the buttons: 3+4+6 (E+N+G). Power on the printer and release the buttons after ten seconds. Once restarted, the printer should post 'Invalid Engine Code'.
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4 | Download the latest firmware for your printer. Go to support.lexmark.com. Type your printer model in the “Enter Product Name” field and click OR click on the picture of the correct printer model shown.Locate the “Downloads” tab. Select the version of the Operating System. Click the link available under "Firmware".
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5 | After downloading the firmware, proceed with any of the methods below to perform the update. Click here for the Firmware Update Instructions. Note: Updating the firmware should resolve this type of error code. If the error persists, or if you are having difficulties updating the printer's firmware, please contact Lexmark Technical Support. |
Contacting Lexmark
Please contact Lexmark Technical Support if you need additional assistance. NOTE: When calling for support, you will be asked for your machine/model type and serial number (SN).
Please call from near the printer in case the technician on the phone asks you to perform a task involving the printer.
LEGACY ID:SO7437
NOTE: If EC23 [P278] firmware level will not address the issue, please update the device with the latest PE Release Firmware available for this model. Since these firmwares are PE released, escalation to the next level of support (Lexmark Technical Support 3rd Level) is needed in order to obtain it. (These firmwares are not available in our support site for download.) Please also provide the information to TSC as to exactly when the issue will occur [Auto Document Feeder (ADF) versus Flatbed (FB), or both, if using special settings in the scanning/copying function] and should any service have been done on the printer prior to the issue, etc.