SCANNING SPLITTING PAGE

Lindie21 · ‎05-31-2022

My HP OfficeJet Pro 7740 was working fine and suddently it splits all scans (single page) to two pages. It only scans 1/4 of the page and then cuts of to the next.

Please help. I have uninstalled and reinstalled drivers numerous times without success!

Dragon-Fur · ‎05-31-2022

@Lindie21

Welcome to the HP User Community.

Your description sounds like the main printer software is not working.

It is unclear whether you reloaded the application or the full driver printer software.

What?

There are two parts to this:

HP Smart application - supports printing and scanning PDF and Photos / Images
HP Full Feature Software / Full Driver printer software - supports printing and scanning from the web, from other programs (for example, Word), and access to the full range of Printing Preferences / Shortcuts

Next,

I would remove the HP Smart application > Restart the computer and log in > Possibly reload the app or just wait to do that until the issue with the printer software is resolved...

Settings > Apps > Apps and Features

Next,

If you have not done so,

Restart everything, including the Router, Printer(s), Computer(s), and other devices that use the network.

Next,

Optimally, you need only complete the following:

Check the Security software that it is not in some way infringing on your printer software.
Uninstall the printer software from Programs and Features

NOTE

In the case of "really stuck" software, it might be best - or even necessary - to add the steps in the Check and Remove section

Next,

Restart the computer and log in
Install a fresh copy of the Full Driver
Finally, if you have not already done so, Get and install the HP Smart application

The Full Driver software should be an option during the installation using the HP Easy Start Software wrapper.

When provided the option, in spite of any messages that plead, beg, or try to reassure you otherwise, select the Full Driver.

Details / How-to / Check & Remove

Printer Software – Blocked in Security Software

Check your Security Software to make sure the printer software is not being blocked. Most Security software will allow you to make an exception for applications / software you want to use on your computer.

If you make changes to the security software setup, Restart your computer and log in.

Uninstall Existing Printer Software (Full Feature Software)

Uninstall HP printer software and drivers

Control Panel > icon view > Programs and Features >

Find / Select > Uninstall the printer software

Restart the computer and sign in

Reminder:

Windows > Uninstall HP printer software > Restart.

Next,

Open Control Panel > icon view > Devices and Printers

Check > If the printer is found, Right-Click and Remove the printer

If you have to "remove" the printer, next: Restart the computer and sign in

NOTE: If software will not uninstall, appears to be removed and is “still hanging around” after you uninstall / Restart...

Microsoft: Fix problems that block programs from being installed or removed

OR

Revo Uninstaller (Free version)

then

Restart the computer and sign in

Check and Remove Section

Reminders

After all checks > If any changes are made > Restart the computer and log in
Can't stand it? Do the first one and ignore the others - see how it goes

Check / Remove - Printer Drivers – Lurking in Devices and Printers

Control Panel > icon view > Devices and Printers

Left-Click on any unwanted Printer found in the Printers list

(Top Ribbon) Click Print Server Properties > tab Drivers

Select each unwanted entry > Remove > OK to exit menu

Back in Devices and Printers > Right-Click on the printer > Remove Device

Check / Remove – Printer folder/files in C:\ ProgramData

Open File Explorer > Navigate to C:\ProgramData > Open folder Hewlett Packard

Delete any Printer related folders / files

Check / Remove - Printer Software – Lurking in the Device Manager

Control Panel > icon view > Device Manager

Expand category Printers

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Expand category Imaging Devices

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Check / Remove - Printer Software – Lurking in the User Account

Clear HP / files in Temp folder

Windows key + X + R (Run command) > type %temp%

Delete the files in the Temp folder (Ignore files that cannot be removed)

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\HP

Remove / Delete any folder named for the printer you wish to remove

Manual Queue Reset

Optional – Add this procedure only if there are continuing issues…

Windows 10 / Windows 11

Windows Start > Search for “Services”

Optionally Right-Click and Pin to Start / Taskbar > Open Services App

Windows 10

Control Panel > icon view > Administrative Tools > Services

Next,

Scroll down, find, Right-Click, and Stop Print Spooler Service

Open File Explorer (formally Windows Explorer)

Navigate to the folder and Delete any files found in folder C:\Windows\System32\spool\PRINTERS

Start Print Spooler Service

End Check and Remove Section

After all checks are completed > Restart the computer and log in

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Installation – Full Feature Software

Download and Save

HP Easy Start Printer Setup Software

Basic Instructions - Install the Full Feature Software / Full Driver printer software

Preparation

If using VPN, shut it off to install software. NOTE >> If you don’t know what this is, you are not using a VPN – ignore this part.

Not working? If the printer software is still / already installed, Uninstall the printer software from Control Panel > icon view > Programs and Features > Restart the computer and log in – Reference Uninstall HP printer software and drivers

Check: After the printer software is uninstalled, check that the printer is not still lurking in Devices and Printers. If found, Right-Click on the printer and "Remove"

Reminder: If using USB cable between printer and computer, disconnect the cable before installing software. Later... Connect the cable when instructed (near the end of the installation procedure).

Installation

Download and Save the Full Feature Software installation package or the Easy Start Software
Open File Explorer
Navigate to the folder in which you saved the installation file (likely Downloads)
Right-Click on the installation package and “Run as Administrator”
If using Easy Start > When asked, opt for "Full Driver" (exact wording might vary).
If using Easy Start > Skip any extra software / offers you do not want (wording varies).
After the software is installed, Restart the computer and log in

NOTES

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Preparation > Check / enable the printer as the “Default Printer”

Settings > Devices > Printers and scanners

UNCHECK (clear box) Let Windows manage my default printer

Select (Left-Click) your printer from the list of printers > Manage > Set as Default

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Next,

If you have not yet done so and you have already uninstalled the HP Smart application,

(then)

"Get" and install a fresh copy of the HP Smart application from the Microsoft Store

References / Resources

HP Smart for Windows

HP Smart is an application available in the Microsoft Store

OR

Open the Homepage / Support Website for your printer

Category Software and Drivers > Check/ Get the App

>>> Open and Read >>> HP printer setup (HP Smart app)

NOTES:

Disconnect from Virtual Private Network (VPN) connection before downloading.

Turn on Wi-Fi on your computer or mobile device and connect to your network. If the computer is connected to the network with an Ethernet cable, temporarily disconnect the cable and use the Wi-Fi connection during the setup.

HP Smart requires that you sign into the application using your HP Account credentials.

When working through a browser to access HP Smart, be sure you have Cookies enabled. If cookies are enabled and you are having trouble, clear Cache and Cookies. And / Or … Try a different browser – assign that browser as the Default. (Note: Chrome not working? Use / Assign a different default browser.)

Where possible, HP Smart benefits (likes) having the Full Feature Software / full driver printer software installed. For example, full driver provides access to Shortcuts and Printing Preferences.

Document includes the HP Smart application download links for Windows and Mobile devices, plus an FAQ section to assist with questions / issues.
- FAQ examples:
  - What are the requirements to use the HP Smart app?
  - Which printers are compatible with the HP Smart app?
  - Why do I need to sign in or create an account to use the HP Smart app features?
  - Which languages does the HP Smart app support?
- Older versions of the HP Smart app no longer support the required login feature.
- Update the application to the latest version to access / use HP Smart

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HP Printer Home Page - References and Resources – Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), more

Open

HP OfficeJet Pro 7740 Wide Format All-in-One Printer series

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

Dragon-Fur

Lindie21 · ‎06-03-2022

I have done various uninstallations and reinstallations of the of the software including HP Smart etc. I have had HP support tech's come onto my computer to also try and update the software - to no avail.

This morning even normal copying of one page - without the PC be on or plugged into the printer - the printer splits a one pager into two.

This leads me to believe that the problem is with the machine (scanner) itself and not the software.

This is a brand new machine and it is extremely frustrating!

Any other advice please?

Dragon-Fur · ‎06-03-2022

@Lindie21

Yes, the problem could be in the printer.

Mechanical failure is less likely than other causes, which might include (and not be limited to) corrupted printer software, corrupted Windows (libraries, file system), missing or pending Windows updates, power problems (wall outlet, electrical), outdated Firmware (would have been checked / updated by HP Support).

"Less likely" does not mean "impossible".

The full removal / reinstall of the full driver would have caught most of what can be done using normal tools.
HP would have likely conducted whatever tests could be done on the printer, too, including printer full reset operations that we cannot provide here in the Community.
Plugging the printer into a standard wall outlet (not a surge protector) is still recommended, of course.
Restarting everything would have helped.
The "Restart" (unplug printer while "on" for 60 seconds or more) would have caught "stuck" printer signals.
Copy should (only) split a page is if the Copy Resize is set that way in the printer (2 pages/sheet).

Example

Open your favorite browser > type / enter Printer IP address into URL / Address bar

Tab Copy > Settings > Default Settings / Copy Defaults / Default Settings (wording can vary)

What if?

If the issue is not mechanical and all else fails,

Reloading Windows will likely fix the problem.

No one likes this solution - it is offered "as is".

Brand new printer is under Warranty.

My advice for brand new printer:

Contact HP Support

If your case is not still open, a new request can be submitted.

If you like to do so and the service is available in your region,

Take advantage of WhatsApp (link and information provided later in this message)

HP Support – Hardware / Technical Support for Devices in Warranty

Short Version

Registered Devices in Warranty: Select a method and contact HP Support…

Open website HP World-Wide Support

Select your region and follow the prompts

Regional Links

USA / Canada > HP® Customer Support - USA

UK > HP® Customer Support - UK

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Reminders - READ

Case submission to HP Support is available to those whose devices registered and are still in Warranty.

Some regions display phone / chat contact information only after the case is submitted online

Not every issue is covered under the standard Hardware Warranty. Purchased Care Pack Warranties differ by contract.
HP is not a "general" repair facility: Requests for out-of-warranty repairs are usually not accepted.
If the problem is hardware, if your device is in Warranty, if your device is Registered, and you cannot submit your case to Support, let us know and we will forward a request.

Important

HP Phone numbers you find on the Internet have likely been hijacked. Old HP phone numbers – those no longer used by HP since the move to “online” case submissions – might have been hijacked. Do not be a victim. Be Careful.

=====================================================================

HP Support - Details / Long Version

Out of Warranty? What to do...

For those of us who are "Out of Warranty", submitting a case to HP is not an option.

Open your device Product Home > Select Categories How-to and Troubleshooting to find help for common issues.

HP Support does not generally provide free service for out-of-warranty devices.

Our Community is not HP Support; we do offer online help free of charge.

Reminder

When you submit your question to the Community,

Provide as much information as possible about the product, for example, the exact model of the device and the Operating System
Tell us what you have tried to fix the problem.
As best you can, describe the issue for which you are seeking our help.

Post New Question

Still want to speak with an HP support agent?

Where supported,

OPTIONAL >> Purchase a service contact.

Example:

SMARTFRIEND SERVICES

Out-of-Warranty Supports – Purchase Options

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HP Technical Support – Contact Information

Submit a case for Warranty Support / Repair to HP Support.

Submit information / case online
Sign in or continue as a guest
Some regions display phone / chat contact information only after the case is submitted online

Select a method and contact HP Support…

Open website HP World-Wide Support

Select your region and follow the prompts

Regional Links

USA / Canada > HP® Customer Support - USA

UK > HP® Customer Support - UK

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>>> HP Support on Facebook >>> HP on Facebook

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Some regions offer WhatsApp

NOTE: Submission Checks the device warranty status

Covered regions –Check video at minute 2:08

Video: WhatsApp - HP Support

WhatsApp Help Center

NOTE: There might be delays – read the FAQ

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In Windows > Settings > System > About > (Support) Online support > Contact an HP Agent

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Open homepage for HP Community > Hover mouse over Support

Beneath Support Resources > Contact Us

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Product Registration

Register your product during first setup or soon afterwards

READ >> Register HP Product and Registration FAQ

Have a Care Pack Warranty that needs to be Registered?

HP Care Pack Registration Page

Warranty Check

Check the Warranty on your product

Warranty Check – Single or Multiple Devices

NOTE: Warranty date is updated after purchase and registration of the device.

If the device is not registered, or if there are other issues, submit a Warranty Dispute form.

NOTE 2: If the single-system-check fails to find your device, use the "multiple devices" method to

check single or multiple devices.

If necessary, Select your Country on the main website page or at the bottom (click Flag)
Scroll down > To the right of Check multiple warranties, Click Continue
Enter the Serial Number and Country for one or more devices / systems to be checked
Check the box to verify you are "Not a robot"
Click Submit (at bottom of list entries)
When the page opens, Click View Details

Reminder: Online database results do not impact the actual contract.

Warranty Dispute

If you think the warranty details of your product are incorrect, submit a dispute through the HP warranty validation website.

HP Customer Support - Product Warranty Check

Select your Region / Country

Enter the necessary information

How-to Instructions – includes Video

HP Computers and Printers - How to Submit a Dispute to Validate Your Warranty

HP Limited Warranty Statements (General Information)

Standard Warranty, that is, the warranty included with the device, typically covers hardware as explained in the Warranty document. Optional Care Pack warranties differ by contract.

HP Printers - Ink Supplies Limited Warranty

HP Repair Status

Requires Service Order number / Serial number

Reminder: Do NOT any post private information in the Community.

HP Repair – Check Service Order Status

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Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

Dragon-Fur

BTG2 · ‎07-15-2022

I've had 7740 for several years, and this has suddenly been an issue for me starting the last few months. Has this been resolved

Often times the scanner is tricked by a horizontal line.

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