Scans, faxes and report pages look like barcodes - no issue with printer function

[makinamotze]

Printing from computer works fine. Scans, faxes, copies  look more like a full sheet of barcode. I've followed the instructions on the support site to unplug the printer and re-innitialize it. This does solve the problem, but it reocccurs pretty much every day. Is there a way to fix this as I keep receiving unreadable faxes and the sending machine receives an OK. Sometimes it will happen immediately after faxing a successful group of sheets, then fail on the next send. Any suggestions greatly appreciated.

Thanks

[Dvortex]

Hello, @makinamotze – Hope you are well 🙂
 

Thank you for becoming an HP Forum member. It is a dynamite location to get help from the community, get suggestions and find what has worked for others.

I understand that you are having issues while scanning / copying and faxing with your LaserJet printer. Let’s try to update the printer firmware. Go to http://hp.care/2eJL08a and update the printer firmware.

Once done perform a power drain and check:

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle.

Please let me know if this resolves the issue, or if you require further assistance.

Thanks & have a great day 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[makinamotze]

Thanks for the reply. I followed your instructions exactly, as well as deleting all the HP software and reinstalling the latest available. I was able to successfully receive an image emailed through hpeprint.com to the printer. I attempted to scan after that and got the barcodes again. Previously they were in black, now they are multicolor. A simple power cycle has restored the scan capability, but I suspect this is going to happen again, as in the past. Any further suggestions?

Thanks

[Dvortex]

Hello @makinamotze,

Appreciate your efforts. 

To assist you better with this issue, I need to know whether the printer can make a "Photocopy" or not.

Place a document face down on the scanner glass and press the copy option on the printer control panel. Let me know if it makes a good copy or not.

If the copy also comes with the bar codes then the issue could be with the scanner mechanism on your printer.

Let me know. I'll watch for your reply!

Good luck 🙂

Please consider marking my post as "Accepted solutions" to help other users with the same issue to find a solution more efficiently. Click on "Thumps up" to give me "Kudos".

[makinamotze]

The problem clears after a power cycle off/on of the printer. It affects Faxes (ingoing and outgoing) Fax result report pages, Scans and copies, as well. No problem with straight print function.

[Dvortex]

Hello @makinamotze,

Thank you for the reply.

It looks like a hardware issue with the printer scanner mechanism. The only solution is to update the printer firmware and then performing a hard reset. We have already tried both the steps. I would suggest you contact HP Phone support to get further assistance.

You can visit http://www.support.hp.com/contact-hp and fill in your product details to get the tech support number.

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help.

Thank you!

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[makinamotze]

This printer is no longer under warranty. Is this free support? Would I just be better looking for a black Friday deal on a new printer?

[Dvortex · Accepted solution]

Hello @makinamotze,

If your printer is OOW, then you will have to pay to get printer replacement. Chances are you might be eligible for a printer upgrade with some discounted prices based on your country of residence and your current HP printer.

I guess it wouldn't hurt to check for a good black Friday deal either 🙂

Have a great weekend!

Feel free to click on the "Accept as Solution" button and the "Thumbs Up" for my assistance. Please let me know the results and if there is anything else I can help you with. Thanks!