hp photosmart 7520 scan problem: Automatic Document Feed

[davedunbar]

My hp photosmart 7520 has worked fine since I got it a couple of months ago.  I have frequently used the scanner feature for one page (or photo) at a time placed on the glass.  I've also used it to scan multiple pages into a PDF file -- one page at a time placed on the glass (not via the Automatic Document Feeder since they are double sided pages).  Two days ago I started having trouble with the scan feature.  When I select Scan-->Computer-->MyPC-->Document-->PDF and load a single page on glass, sometimes it allows me to scan that page, asks me to load next page which I do but that's it.  It says the scan was successful and document saved even though I have additional pages.  It doesn't give me the option of doing more than two pages.  At other times, as soon as I place the first page on the glass and go to scan it, it says "No preview available when using Automatic Document Feeder" even though there is no paper in the ADF.  I have not made any changes to the 7520 nor the Pavilion.  Is this an HP 7520 software glitch or hardware problem?  I've tried the normal tricks of uninstalling the software and reinstalling it, rebooting, and unplugging the 7520, etc. all to no avail.  Same problems keep occuring.  Suggestions?  Thank you.

[Rainbow7000]

Hello there! Welcome to the forums @davedunbar

I saw your post about the scanning troubles you have been running into, and I'd like to try to help!

I understand you have uninstalled, and reinstalled the full driver and software, to no avail.

The issue could be a connection issue? How do you have the printer connected?

USB, Wireless, or Ethernet?

Try running the Print and Scan Doctor. This diagnostic tool will check for any conflicts that could be causing the issue. The tool will show you a report at the end. Please let me know these results.

Also try updating the firmware: Getting the Latest Firmware and Product Updates

Try scanning again and let me know what happens, along with the other information.

Have a great Friday

[davedunbar]

Thank you, Rainbow 7000.

7520 is connected via wireless.

I ran print doctor with the following results (see three images below):

I hit the "OK" button on the misfeed message and "Cancel" on the scan doctor image and then got the second image you'll see below this one.

Here, in this second image, I followed the instructions of closing apps, unplugging the printer, and restarting.  The third image shows the result after the restart.

I went to "customer care" but, not knowing which of the options to use, I opted to follow your suggestion of getting the lastest firmware updates.  The result of that was that I already had the latest updates to software and firmware.

If it helps, here's the info on the printer status report:

Firmware: ELM1CN1434BR

FW patch: 20

After all this, I tried to scan again.  The results I got were as follows:

I put a page on the scanner bed and (correctly) it asked if I wanted to see a preview.  I touched "preview" and that was OK.  I then touched "scan" and it scanned this first page OK and asked if I wanted to do a second page.  I opened the cover (it beeped once), changed pages, and pressed scan, again.  It did this and correctly asked me if I wanted to do another page.  This scanned successfully, too.  It asked about scanning another page.  I repeated the process and it did scan it BUT -- this time is said "Scan successfully saved" even though I was not done scanning pages.

When I started over again, I was able to do one page but on the second page attempt, it scanned it but then immediately saved it and I was unable to do a third page.

My third attempt resulted in immediately getting a "No preview available when using automatic document feeder" even though I was not (and have not been) using the feeder.  I had, as in all these instances, placed the document directly on the flatbed glass.

I give up.  Any suggestions?

Thank you.

[Rainbow7000]

Thank you for the excellent information although it's not very good news.

Could you next check to see if you have the printer plugged into a surge protector or power bar? If so, try plugging the printer in directly to a wall outlet and try scanning again, and run the Print and Scan Dr. again to see if you get any WIA or Twain errors. It may sound silly however, I have seen many times where a scanning issue can be fixed by a direct power connection.

Also, try opening up Microsoft Paint on your PC, and try a scan in Paint. Let me know if that works.

Hope to hear from you,

[davedunbar]

I did have it plugged into a surge protector.  I plugged it directly into the wall outlet as you suggested.  I tried scanning my document from the flatbed into a PDF file and, as before, the first page scanned correctly but when I lifted the cover to change pages, I heard the beep and upon scanning the second page got the message that the document was saved so I was unable to do the third page again.  Let me add that I had been successfully scanning in multiple page documents via the flatbed into PDF files since I got the printer.  This problem only started suddenly a couple of days ago.

I then ran the scan doctor and all checks completed successfully this time.  So, I tried my scan again and this time, I immediately got the "No preview available when using automatic document feeder" message again so I couldn't even do the first page.

I was able to scan directly into Paint as you suggested.  I can also scan if I do it directly from the Printer Assistant "Scan a Document or Photo."  However, with the Printer Assistant, it only allows one page into the PDF file.  There are no options for allowing me do additional pages that I can see.  Here are the two images from the Printer Assistant attempt:

Thank you for your attempts to help solve this.

[Rainbow7000]

Hey there, thank you very much for your efforts. 🙂

Next, check the settings within the software. Maybe the option to create a single file for each scanned image is selected, which is not allowing you to continue a multi-page scan. That is what I would like you to check on next. Here are screen shots I have taken to use as examples.

Let me know your findings.

[davedunbar]

It only allows scanning of one page and then I must either select Save or Cancel option.  As you can see, the "create a separate file for each scanned page" is not checked.

[Rainbow7000]

Hi there davedunbar,

Thanks for getting back to me again. I would next suggest this guide to troubleshoot the hardware side of the problem. A good cleaning should help.

The Automatic Document Feeder (ADF) Does Not Pick Up Paper

Also, when you reach the "Reset the printer", ensure the printer is plugged in directly to the wall outlet, avoiding power bars and surge protectors. This ensures the printer is receiving full power and may help the "misfeed" error as well.

Try scanning again and let me know what happens!

[davedunbar]

I followed the instructions but got the same result.  When I put a single page directly on the glass to scan into a PDF file (not using the ADF), I get the message "No preview available when using Automatic Document Feeder" even though I am not using the ADF.  It seems to be locked into thinking I want to use the ADF when I don't.  Last step on the page you suggested is for me to get the 7520 serviced by HP.  Can't say I'm satisfied with the 7520.  Should last more than a few months.

Thanks for your help.

[Rainbow7000 · Accepted solution]

Hi davedunbar,

Thanks for your troubleshooting efforts, and yes I would suggest giving us a call to see about a replacement printer. We have tried all of the troubleshooting steps at this point. :womanfrustrated:

Please call our technical support at 800-474-6836. If you live outside the US/Canada Region, please click the link below to get the support number for your region. http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

I hope you are enjoying your Monday 🙂