Scanner is scanning subsequent pages twice

[ajmilan1]

When I scan a multiple page document (manually) the first page gets scanned, I confirm I have an additional page to scan, place the 2nd page in the scanner and proceed.  The second page gets scanned twice to the Scan.pdf file.  if i add a third, fourth, etc. pages they all get scanned twice (automatically) after confirming the next page is ready to scan.  Once I indicate I have no more pages to scan the scan file is built.  In the Scan.pdf file the 1st page appears once, the 2nd page appears twice, the 3rd page appears twice, etc.  I have already run the "Doctor" to discover if there are any scanning problems but it finds no issues.  I have also initiated this same multiple page document scan via software (Start/All Programs/HP/HP Officejet Pro 6960/HP Scan) with the same results.  Without a software update to fix this issue, this scanner is worthless and will be returned.

Please advise with further troubleshooting advice or a solution.

Thanks.

[Drakster]

Hi @ajmilan1,

Thanks for showing interest in the HP Support Forums!

I see that you're experiencing problems scanning multiple page documents with your HP OfficeJet Pro 6968 All-in-One Printer. I would be happy to help you and please remember to return to this thread and mark 'Accept as Solution', if I have successfully helped you resolve the issue. If you wish to say 'thanks' for my effort to help, click the 'thumbs up' to give me a Kudos.

I understand the frustration that you're experiencing. It sounds like there could be a problem with the software, rather than a problem with the printer. The best way to scan multiple page documents is by using the automatic document feeder (ADF).

To test the printer's hardware perform a multiple page copy to see if you get the correct number of copies.

• Copy from the flatbed scanner glass.
• Copy from the ADF (document feeder).
• What were the results? 
• Try scanning from HP Scan, rather than from the front panel menu.
• What were the results?

Tip: Remove the page from the scanner glass and place the new page down to be scanned, prior to hitting scan or the + (add addition pages) button.

In addition, please make sure that you select Scan Viewer to view all of the pages and delete any duplicates prior to saving. 

If the issue persists, try scanning to another computer. 

• What were the results?

Please see this guide for more information on scanning: 

• HP Printers - Scanning from the Computer (Windows)

I hope this information is helpful. Please respond to this post with the results. Good Luck! 

[ajmilan1]

As suggested below I scanned the two sided document via the ADF.  The result is that I get one page in the scan, as the ADF is NOT a two-sided ADF.

I then scanned via the flatbed.  Page one was scanned, then i flipped the page over BEFORE hitting the Add Item prompt.  When I hit the Add Item prompt after flipping the page, Page 2 was scanned once.  However, I placed the next page (Page 3) and hit start scan, this page was scanned twice.  I flipped that page over on the flatbed (Page 4) and when I continued, that page was also scanned twice.  I "Finished" the scan, and the file contains the following: Page 1, Page 2, Page 3, Page 3, Page 4, Page 4.  This is the behavior that is not working correctly.

I then scanned from the HP Scan on screen software rather than the front panel.  I selected two-sided (manual) from the Page Sides drop down and followed the instructions.  This method worked.

The problem lies with scanning via the front panel buttons.  Every time I try to scan multiple pages of two-sided pages, the 2nd and subsequent sheets are scanned twice.  Note that when the page is flipped and the start scan button is pushed, the page is scanned, then immediately scanned again.  I cannot cancel the scan as I will lose all scanned pages.  I will not deleted unwanted duplicate pages, as that is a poor workaround for defective HP software.  Please fix this defect.

I cannot scan to another computer, as I only have one computer.

Please advise when a software update will be provided to fix double-sided scanning from the front panel.  If this cannot be corrected in the next week (by July 13th) I will return this printer and buy another brand.

Awaiting your reply.  Thanks.

[Drakster]

Hi @ajmilan1,

Thanks for getting back to me. 

I'm glad that using HP Scan software worked well for you when using the ADF to scan two-sided documents.  

For the other problems that you're experiencing, I recommend that you contact HP Phone Support. They might suggest a reset on the device that I don't have knowledge of at this time.

Contacting HP for service in all countries/regions except Asia Pacific.
First, go to Check your product warranty to check your printer warranty status, and then go to Contact HP Support to find an authorized service dealer or to schedule a repair.
Check Warranty Status: http://h20564.www2.hp.com/hpsc/wc/public/home 
Repair fees might apply for out-of-warranty printers.
What you can do, is use the following link to create yourself a case number, then call and it may help speed up the call process: 
Step 1. Open link: http://support.hp.com/us-en/contact-hp
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 on HP contact options - click on Get phone number 
Case number and phone number appear. 
 

Please respond to this post with the results. Good Luck! 

[ajmilan1]

When I check to see if the printer is under warranty, it says that this printer is no longer serviced by HP.  How could this be?  I just bought it brand new from the store two weeks ago.

When I follow these instructions, here's what I get [in brackets like these]

Step 1. Open link: http://support.hp.com/us-en/contact-hp  [OK]
Step 2. Enter Product number or select to auto detect   [OK]
Step 3. Scroll down to "Still need help? Complete the form to select your contact options" [There is no "Still needd help?" message.]
Step 4. Scroll down and click on HP contact options - click on Get phone number  [There is no place to clock on HP contact options, only a Twitter option.  I will not set up a Twitter account.  Please provide me with a phone number to call.]
Case number and phone number appear. [This does not appear either.]

Please provide me with a phone number to call for help with this brand new printer.  Thanks.

[Drakster]

Hi @ajmilan1,

The reason you're likely experiencing problems is because the printer was newly released. It is possible that the system isn't picking up the correct product information or purchase/manufacturing date. 

Did you register the printer when you purchased it? If not, the information will not be accurate when you check the warranty information.

I cannot supply you the contact number. Please go to HP Customer Support - Contact, complete the form to get the case number and contact number for HP.

I hope this helps. Have a great day!

[ajmilan1]

LISTEN:  I CANNOT FILL OUT THE ONLINE CASE.  When I fill in the following fields: First Name, Last Name, Email, Confirm Email, Phone Number, Country of Purchase, and Serial Number, Brief Description Of Your Issue, then click the Show Options button and another screen pops up asking for the product number.  When I fill in the product number and click to continue, I get the screen that tells me "This product is no longer serviced by HP.  You may search for possible solutions on this support webiste.

I am in a circular hell!  Please call me at removed content) immediately so that I can talk to someone directly about this problem.  I HAVE PURHCASED A BRAND NEW PRINTER FROM HP AND THEY WILL NOT SUPPORT IT!!!!

[Drakster]

Hi @ajmilan1,

Thanks for the reply.

I understand the frustration that you're experiencing. I am unable to complete the form for you. Here at the HP Support Forums, we offer technical support for issues for HP Products, we don't have the resources to look into the problem that you're experiencing with the product number or website.

That being said, 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 serial numbers and case details. 

If you are unfamiliar with how the Forum's private message capability works, this Post has instructions. 

Thank You. 

[ajmilan1]

Drakster, I have yet to be contacted by the people you escalated my case to.  Three weeks ago you said they would contact me via private message to find out the best way I can be contacted.  I have yet to receive a private message.  Please reescalate and advise what I need to do next.  This problem has not gone away.

Thank you.

[Drakster]

Hi @ajmilan1,

Thanks for letting me know, I will re-escalate your case. 

Thank you.