Scanning problem, scans half a page.

[Dooley_1]

Recently installed a Color Laserjet Pro MFP M477 at my business. Initially worked without any problems, scanning printing etc.. Whilst it still prints without problems the scanner is having issues.

In the last week I find that sometimes it scans normally, at other times it will scan only one half of a document and replace the rest with a black section. This is not consistent, you can scan a document and a few minutes later scan it again, one will be fine the other half black.

Previews of the scanned document are fine and then when you scan the black section appears.

I'm at a loss as to how to correct this, the printer is only three weeks old and was initially fine.

[LAVANYA1]

Hi,  Dooley_1

as i see that your facing scan quality issue, please let me know if ur facing issue from adf  or flatbed?

[Dooley_1]

I get the same problem from either source, so I'm not sure what's going on.

[LAVANYA1]

well basic things thatc an be done here are, cleaning . If the cleaning is done then we can check the firware of the printer.

To know firmware please print a configuaration report.

go to settings>reports>config report- please print this page, under product information u wil find the firmware datacode- please share it.

[Dooley_1]

I've cleaned the scanner bed this morning.

Firmware datecode is 20160921.

[LAVANYA1 · Accepted solution]

well, i see the firmware to be updated, then there is issue with the scaner laser assembly- service is required for the printer, so please contact the customer center

I am an HP Employee

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[Dooley_1]

Just checked the HP site, firmware is the most up to date version. I'll give the customer centre a ring, thanks for your help.

[LAVANYA1]

perfect !

you welcome 🙂