Top Scan Tray not pulling paper in to scan

[SandraPiper13]

Greetings, I can no longer get my printer to pull original documents in through the top tray to scan. It WILL pull the documents in to make a copy, and it will pull from the paper tray to make a copy. It will scan if I manually put the document on the screen one at a time. But if I try to feed in one page or multiple pages using the toploader to scan, it just scans the blank glass screen. 

[ShlomiL]

Hi,

Are you scanning from your computer software, or may you launch the scan from the printer front panel?

Assuming it is done from the printer front panel, make sure to select the HP Scan option and not the WSD option from Microsoft, when you press Scam > Computer, select your computer name only which represents the HP Scan software (for example, if your PC name is Sandra, select Scan > Computer > Sandra and not the Save to Sandra option which is offered by your operating system WSD scan services and not by the HP software).

Shlomi

[SandraPiper13]

Hi - I am launching from the front panel. There is no option for a WSD. Its just scan to computer, scan to computer for print, scan to computer for email, scan to computer for fax. I've tried the first two. It won't pull in the sheets of paper, it just scans the blank glass screen and says "scan successful". The blank scan is successfully transmitted to my computer.  The scan to computer function works perfectly if I open the top lid and place one sheet of paper there and select scan to computer. It just won't feed in the paper from the top tray.  It WILL feed in the paper from the top tray if I am trying to make a physical copy.Which is very strange. Why feed in correctly to copy but not feed in to scan?

[SandraPiper13]

By the way, I also just tried to scan from the HP SMART app, which sometimes helps kickstart it, but even through that application, it just thinks its scanning, scans a blank doc, says scan successful. Does not feed in the document. Frustrating!

[SandraPiper13 · Accepted solution]

ok so I went on the HP Printer Help site and downloaded all my printer software. Guess it needed updates. And now its working again. Phew!