Ghost line scan to email

[KimITEC]

Hi all,

Our customer has 3 printers with the identical problem. When scanning emails, there is a black line on all the documents.

Scan to folder and copying are no issues. Our engineer has clean the machine and done the scans himself but this is still showing when you open the scan doc. 

Any ideas, we've never seen this before

Printer models: 

E77660DNS x2
E87660DU

Any suggestion will be greatly appreciated

Thanks,

Kim

[GaryL1]

Is this happening if they email outside of their domain or do they only email to themselves? 

Maybe 8 to 10 years ago, I had an issue where someone would scan to folder, open the doc and find no problems.  The issue was when they printed out this scanned doc there was a thin black line dead center, to to bottom (A4 printers). 

The default app was word when they opened the scan.  I had them uninstall Word and reinstall it.  And those lines disappeared.  The only reason why was a pure guess.  My guess was it was some kind of grid line because it was perfectly centered.

Not saying they are using Word or any MS product, but whatever their default viewer or document process they use may have an issue.  See if it occurs if you change the scan format and open with a different viewer.

Not an HP employee here, just a nerd tossing out an idea.