OfficeJet PRO 8500a All-in-one A910n problem with adf - Roller not dropping

[AndyHeg]

When trying to scan, the ADF roller doesn't drop onto the paper. There is a whirring sound consistently but no movement. On occasion, after a long rest, it will drop and works perfectly. I've done everything recommended with drivers, resets, etc and I can't get it to perform differently. The sensors consistently signal paper is loaded as well.

Is there a way to fix it permanently? If not, is there something I can push, pull, adjust prior to hitting the scan signal to make it work?

[A4Apollo]

Hi! @AndyHeg, Thanks for stopping by HP forums!

I understand that ADF roller does not drop onto the paper and making a whirring noise.

Don't worry I will try to help you out.

Did you make any changes to the printer?

Are you able to scan from the flatbed scanner?

Can you try performing a copy from the ADF and check if you are able to make a copy.

Please try the steps recommended below.

The location of the ADF rollers might be different depending on your printer, but the following steps still apply.
Gather the following materials:
A clean, lint-free cloth, or any cloth that does not come apart or leave fibers
Distilled, filtered, or bottled water (tap water might damage the printer)
Remove the original document from the ADF.
Turn off the printer.
Disconnect the power cord from the rear of the printer.
Open the ADF cover.
Find the paper pick rollers and the separator pad inside the ADF.
Lightly dampen a clean, lint-free cloth with filtered or distilled water, then squeeze any excess liquid from the cloth.
Use the damp cloth to wipe any residue off the paper pick rollers and the separator pad.
Leave the ADF cover open for two minutes to allow the paper pick rollers and separator pad to dry.
Close the ADF cover.
Reload the original document print side up in the document feeder tray. Gently slide the document into the printer as far as it can go.
Slide in the paper width guides until they are snug against the paper.
Do not push the paper width guides in so far that they bend the paper.
Reconnect the power cord to the rear of the printer.

Turn on the printer, then try to scan.Refer this article to further troubleshoot scan quality issues.

If the issue still persists, It is a hardware issue, please contact HP support for service options.

Link to contact HP.

I'll keep an eye out for your response.  

I hope you have a great day! 🙂

[AndyHeg]

I don't think you quite understand the issue (or I misunderstand your suggested response). I don't believe this problem has anything to do with the rollers themselves. When they drop down and contact the paper everthing is fine. The problem is they very rarely drop onto the paper.

I'm on the road right now so I can't check to see if the ADF always works when I try to copy vs. scan. When I scan on the flatbed or when the ADF does occasionally work the scanning is great. I also didn't make any changes to the printer. This problem has existed for years. I'm just to the point where it's really a pain not to have this functionality.

Other advice?

[A4Apollo]

@AndyHeg, thanks for the quick response. 

Please try the steps recommended in my previous thread to fix roller issues.

Try updating the firmware for your printer and check if it helps.

Link to update the firmware.

If the issue still persists, it is a hardware issue with the ADF.

Let me know if this helps!

Have a great day ahead! 🙂