Document feeds fine but can't detect end of the doc, error message "...not able to pickup original"

[il_Biondo]

Hello, I saw some posts with identical problem. I have the suspect it's a firmware issue. Because I noticed it started sometime after the last firmware update.

https://h30434.www3.hp.com/t5/Printer-Paper-Jams-Feed-Issues/Document-feeds-fine-but-can-t-detect-en...

My document or documents feed fine, but the scanner does not seem to be able to detect the end of the document. When scanning a single page document the document feeder continues to run and run even after the single page has been fully scanned. When scanning a multi-page document, the document feeder picks up page after page successfully, but after the final page fully runs through the scanner, the document feeder continues to run and run. In both scenarios (single page or multiple pages), after the final page has run through the feeder, the feeder continues to run and ultimately results in an error.

On the small touchscreen of the printer itself, I get the following error message:

The document feeder was not able to pick up the original. Make sure the document feeder cover is closed completely, load the original in the document feeder, and try again.

As previously stated, these errors occur after the last page has been fed through the feeder. It looks like the scanner/feeder is having trouble identifying the end of the document.

[Raj_05]

Hi @il_Biondo,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

The issue you're experiencing with the HP OfficeJet 6950 is likely connected to firmware, as you mentioned noticing it after a recent update. It’s possible that the firmware could be impacting the way the document feeder senses the end of the page. Here are some steps that may help resolve the issue.

Power Cycle the Printer:

• Turn off the printer and unplug it from the power source for about 60 seconds, then plug it back in and power it on. This can sometimes reset any temporary issues with the feeder mechanism.

Check Firmware Version:

• Visit HP's support page and search for the latest firmware update for the HP OfficeJet 6950 to confirm if there is a newer version or rollback option. Some users report that reapplying the latest firmware or downgrading, if possible, can resolve issues introduced in recent updates.

Clean the Document Feeder Rollers:

• Dust and debris can sometimes interfere with the sensors that detect pages in the feeder. Open the document feeder cover and gently clean the rollers with a lint-free cloth lightly dampened with distilled water or glass cleaner. Ensure the rollers are completely dry before closing the cover.

Reset the Printer:

• Go to the printer’s Setup Menu > Printer Maintenance > Restore > Restore Factory Defaults. This resets the printer to its original settings, which can clear up firmware-related issues. You’ll need to set up the printer again afterward.

Test Scanning from HP Smart App:

• Try scanning using the HP Smart app or another scanning application on your computer. If the app completes the scan correctly without extending the feed, it could help identify if the issue is with the printer’s firmware or settings.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[il_Biondo]

Hi Alden4,

I tried all what you suggested.

The printer is clean, the page is detected, the problem is that scanner does not detect the end of the document. I tried 1 or more sheet.

I resetted it, and i installed last firmware, and tried to scan from HP smart APP.

Nothing to do. I'm still convinced it's a software problem and not an hardware one.

Thanks in advance for your further support.

[Irfan_06]

Hi @il_Biondo,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

A) Uninstall the printer software by following the steps from this link and restart the devices.

B) Install the printer software by clicking on the link again and let me know if that resolves the issue.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[il_Biondo]

Hi Irwin,

as described in my first post and also in the others I red in the community, the issue is indipendent from the software on the PC, even if I start a copying directly on the printer the document feeds doesn't recognize the end of the document and show an error in the display. I'm not the only one with this issue on this printer series. I think HP have to investigate and solve with a firmware update. Thanks anyway.

[Irfan_06]

Hi @il_Biondo,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

As you have exhausted all the possible troubleshooting steps to fix it. We appreciate your understanding and patience.

I've sent you a private message with the instructions to get in touch with the HP phone support to assist you further. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support