8620 does not see end of feeder document

[KS8620]

HP8620 scan to email scans pages, but does not stop scanning after the last page.  Cannot complete send of document to the computer.  Is there a sensor that is blocked, or defective?

[Riddle_Decipher]

@KS8620

Welcome to the HP Forums!

I understand you have issues with the HP 8620 as it does not see the end of the document feeder,

I'll be glad to help you out, however, for an accurate solution I will need more details:

What is the product number of your product? Use this link to find it: http://support.hp.com/us-en/document/c03754824 

Have you attempted any steps on your own before posting on the HP Forums?

Which operating system are you using?

Does it work fine or stop the scan at the end without issues while using the copier (printer as a stand alone)?

Please reply with the details for further assistance.

In the meantime, if you wish to understand the scan to email feature and all it's features: Click here

Eager to help!

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[KS8620]

---

@Riddle_Decipher wrote:

@KS8620

Welcome to the HP Forums!

I understand you have issues with the HP 8620 as it does not see the end of the document feeder,

I'll be glad to help you out, however, for an accurate solution I will need more details:

What is the product number of your product? Use this link to find it: http://support.hp.com/us-en/document/c03754824 

Have you attempted any steps on your own before posting on the HP Forums?

Which operating system are you using?

Does it work fine or stop the scan at the end without issues while using the copier (printer as a stand alone)?

Please reply with the details for further assistance.

In the meantime, if you wish to understand the scan to email feature and all it's features: Click here

Eager to help!

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

---

---

@Riddle_Decipher wrote:

@KS8620

Welcome to the HP Forums!

I understand you have issues with the HP 8620 as it does not see the end of the document feeder,

I'll be glad to help you out, however, for an accurate solution I will need more details:

What is the product number of your product? Use this link to find it: http://support.hp.com/us-en/document/c03754824 

Have you attempted any steps on your own before posting on the HP Forums?

Which operating system are you using?

Does it work fine or stop the scan at the end without issues while using the copier (printer as a stand alone)?

Please reply with the details for further assistance.

In the meantime, if you wish to understand the scan to email feature and all it's features: Click here

Eager to help!

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

---

---

@Riddle_Decipher wrote:

@KS8620

Welcome to the HP Forums!

I understand you have issues with the HP 8620 as it does not see the end of the document feeder,

I'll be glad to help you out, however, for an accurate solution I will need more details:

What is the product number of your product? Use this link to find it: http://support.hp.com/us-en/document/c03754824 

Have you attempted any steps on your own before posting on the HP Forums?

Which operating system are you using?

Does it work fine or stop the scan at the end without issues while using the copier (printer as a stand alone)?

Please reply with the details for further assistance.

In the meantime, if you wish to understand the scan to email feature and all it's features: Click here

Eager to help!

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

---

Thanks for your reply.  In case the subject wasn't clear enough the product is an HP Officejet Pro 8620.

I am operating with a wireless connection to a PC running Windows 7 Home Premium.

I have performed all basic troubleshooting, including powering on/off and doing a full reset.

I have inspected the ADF feed mechanisms, but the there is nothing apparent.

The problem occurs during scan to email, scan to computer, and copy.  In a two page copy operation, the ADF properly scans and prints page one, and page two goes through the feeder, but continues to run after the last page is through.  After a short period it times out, and  asks the user to reload the document into the ADF.

I had this problem intermittently when the product was first purchased and called support.  

Is there a way to determine if this is a hardware fault?

Thanks

[Riddle_Decipher]

@KS8620

Thank you for the update,

I appreciate your time and efforts,

It would be unfair to say it's a hardware fault without diagnosing the issue and hence I have a few steps to help you identify and/or resolve this issue,

To get you started I need to know if these steps mentioned below is the hard reset you are talking about:

Refer to your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name you should see a little blue envelope, please click on it.

Please reply back on the public post as this Private message box is not monitored.

I hope this helps resolve this issue completely,

Regards,

[Riddle_Decipher]

@KS8620

The Riddle_Decipher is at your service,

Here are the steps recommended by HP to perform a reset:

Support Menu >Resets Menu>Partial Reset

1. Press Power button to turn the Printer On.
2. Press BL, BL, BL, BL Buttons, in sequence.
3. Touch Support Menu.
4. Select Reset Menu and Touch OK.
5. Select Partial Reset and Touch OK.
6. Wait for unit to Power Down/Turn Off.
7. Press Power button to turn the Printer On.

If issue persists, the last resort:

Support Menu >Resets Menu>Semi-Full Reset

1. Press Power button to turn the Printer On.
2. Press BL, BL, BL, BL Buttons, in sequence.
3. Touch Support Menu.
4. Select Reset Menu and Touch OK.
5. Select Semi-Full Reset and Touch OK.
6. Wait for unit to Power Down/Turn Off.
7. Press Power button to turn the Printer On.

PLEASE REPLY TO YOUR PUBLIC POST INSTEAD AS THE PRIVATE MESSAGE BOARD IS NOT ALWAYS MONITORED

Besides, the public post will end up helping others as well.

Keep me posted,

If the information I've provided was helpful, 

Give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us and others see that we've got the answers!

Good Luck.

[KS8620]

Performed the two levels of resets after figuring out that "BL" represents the "menu return icon" and that you cannot press the button too quickly, or it will not register the three pushes.  You may wish to make your instructions a little clearer for the future. What does BL stand for anyway?

Of course I had to re-setup my internet connection, my scan to email setting, and my network folder settings. (Why isn't there a settings backup?)

Again, I tested the scanner.  It still continues to fail to stop attempting to scan more pages, even though the full document passed through the ADF.

I noticed several diagnostics in the support menu, but I  could not find one related to the ADF.

At this point I think we have to conclude it is a hardware fault, which I have suspected from the beginning, several months ago.

What is the next step?