Replacement printer Officejet 6830 won't scan from document feeder.

[hbrook]

I just received my replacement printer from HP, I originally reported a printer head error on my officejet 6835 and HP immediately sent me a replacement, but it was a officejet 6830 and the document feeder/ scanner is not working.  It scans from the flat bed, but not from the feeder.  Now what do I do?  It feeds but doesn't scan, keeps shooting out blank paper, and its supposed to scan on both sides, and it doesn't.  L.E.D. display says to try again, but I haven't had any success.

[DavidSMP]

Hi @hbrook,

Good Day! Welcome to the HP community. I understand that you need assistance regarding scan issues for a printer that has been replaced. It will be a genuine pleasure to assist you with this. 🙂

Stupendous efforts. Spectacular analysis of the issue before posting.  Kudos to you on that score. 🙂 It is always a privilege to work with tech-savvy gentlemen like you. 🙂 You are a valued HP customer and it is paramount to assist you here. We greatly appreciate you for doing business with HP. I take it as a privilege to share this platform with you. 🙂

For better clarity and to assist you better I would require more information regarding this.

• Have you tried to make copies directly from the ADF without any communication from the computer?
• Have you bypassed power strips?
• Is the printer on a wired or wireless network?
• While scanning, is the document placed face up on the ADF?

For starters, please make some copies directly from the printer’s ADF by placing a document face up and touching the copy button and check.

If the replacement printer does not make copies directly from the ADF, then it is a hardware issue with the printer. Please contact HP phone support to get the unit replaced.

Don’t worry, the replacement printer has either a 90-day warranty or the existing warranty of the original printer, whichever is greater and that should take care of things for you.

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

If it copies fine, then please perform these steps to uninstall the printer and reinstall it back

•  In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.

Then reinstall the full feature software from this link: http://support.hp.com/us-en/drivers/selfservice/swdetails/HP-Officejet-Pro-6830-e-All-in-One-Printer...

Also updating the printer firmware should help as well. Link for firmware update: http://support.hp.com/us-en/drivers/selfservice/HP-Officejet-Pro-6830-e-All-in-One-Printer-series/53...

Try to scan or copy again after updating the printer firmware.

Hope this helps.   I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂  Please reach out for any issues and I'll always be there to assist you. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care now and have a splendid week ahead. 🙂

[hbrook]

David, Regretfully none of your suggestions have remedied the problem.  HP sent me a replacement officejet 6830 to replace my Officejet 6835 that had printhead faults.  I received my replacement machine yesterday (6830) and I can't copy/scan via ADP on either side of test paper.  My original CSO number was BJPB1680-01, I don't know if this helps.

Please let me know what I need to do to have HP send me a working Officejet Pro 6835. 

[hbrook]

yes I did try to make copies direct from printer's ADF without success.  I have by passed battery and power strips and connected printer direct to wall outlet.  Printer is wired to a network, and while scanning I'm using a document that is printed on both sides, and I'm still getting blank paper results.  Just a reminder, when I scan direct from flat bed, it does scan / copy successfully.

[DavidSMP]

Hi @hbrook,

I read the response comprehensively. Superb troubleshooting and spectacular deductions. Hats off to you on that score. The printer not copying from the ADF certainly hits the nail on its head. It is a hardware issue with the printer and it needs to be replaced. Do not get perturbed as there is a warranty on it and that warranty should take care of the issue for you.

 Please contact HP phone support to get the situation corrected.

Steps to contact HP phone support:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.

They will be happy to assist you immediately.

Trust me I’ve done all I can to assist you by keeping your best interest in mind. I genuinely hope the unit works great and stays healthy for a long time to come. It has been an absolute privilege to have shared this platform with you. Going by the troubleshooting and copious diagnosis and investigations conducted by you, I am sure Sherlock Holmes couldn't have done any better. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Do take care, stay healthy, keep smiling big and do have a blessed year ahead. 🙂

[hbrook]

I was disappointed with the longevity of my Officejet 6835 printer, it lasted 12 months and then print head error. HP sent me a refurbished 6830 that didn't work. I recontacted HP and was then shipped an Officejet 8610 which appears to be working.  I'm now stuck with over $100 in both used on unused ink. I have 4 cartridges that are useless because the 8610 model will not accept the used ink, and I have no other option at this time. I'm hoping HP will offer me some sought of ink credit for the approximately 75% unused ink and one high capacity unopened black ink cartridge.
Anxiously awaiting your response, Howard Brooks

[DavidSMP]

Hi @hbrook,

I read your response. Thanks for the reply. 

I have brought your issue to the attention of an appropriate team within HP. 

They will likely request information from you in order to look up your case details or product serial number. 
Please look for a private message from an identified HP contact. 

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Forum.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

 Take care now and have a splendid week ahead. 🙂

[hbrook]

David, Thankyou for your prompt reply, but as of two (2) days since your response, I have not received any response from the team you mentioned in your previous note.