ADF not scanning or copying on HP OfficeJet 6950

[PMumford]

Hi,

Please can anyone help with an issue with a HP OfficeJet 6950. It doesn't scan or copy correctly from the adf. Jobs just fail after 2 and a half pages (or less if the job is less) and jam the adf. Copied pages that get through come through blank. Attempted scans just give an error message on the recepient computer. The printer then displays an error message about being unable to detect the original.

Scan and copy functionality are fine from the glass. As the failed scans were logging as failed picks for the scanner on the Embedded Web Server, I tried the fixes in the below knowledgebase without any success

https://support.hp.com/gb-en/document/c01728503

I've also checked and firmware is up-to-date. The printer has had multiple reboots, both using the power button and removing the power lead from the back. One of those reboots was overnight as the printer is set up to power off for 10 hours overnight.

My system is Windows 10. I'm connected on LAN to the same network that the printer is on Wifi for. The issue has only started occurring in the last working day or so.

Any help on this would be massively appreciated. 

[A4Apollo]

Hey there! @PMumford, Thank you for visiting the HP Forums! A great place where you can find solutions for your issues, with help from the community!

I understand you have issues scanning or copying from the printer.

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

Did you make any changes to your printer?

Are you able to make a copy from your printer?

Are you able to print from other devices?

Excellent description and a great diagnosis done. It is greatly appreciated.

Try few steps recommended below.

Resetting the printer can help restore a connection to the computer.

If the printer is off, turn on the printer, and then check the status of the printer.
If the printer starts printing jobs from the print queue, your printer is clearing out queued print jobs and is online. You can stop troubleshooting.
If the printer goes to an idle state after its startup routine, it might be online.
If the computer still shows the printer as offline, continue using these steps.
With the printer turned on, disconnect the power cord from the printer.
Unplug the printer power cord from the wall outlet.
Wait at least 60 seconds. Restart the computer while you are waiting.
Plug the power cord back into the wall outlet.
Reconnect the power cord to the rear of the printer.
If the printer does not turn on by itself, press the Power button to turn it on.
Make sure the printer is connected to the computer or the network.

Reset the printer and check the power source

Reset the printer to clear certain error states by calibrating the scanner mechanism, and then check the power source to confirm the printer is getting enough power to operate the copier.

1. Press the Power button to turn on the printer, if it is not already on.

2. With the printer turned on, disconnect the power cord from the printer.

3. Disconnect the power cord from the power source, and then wait 30 seconds.

4. If you previously connected the power cord to a power strip or multi-plug outlet adapter, reconnect the cord directly to a wall outlet to ensure the printer is getting enough power.

5. Reconnect the power cord to the rear of the printer, and then turn on the printer.

6. If you have an HP DeskJet 3700 series printer, calibrate the scanner after resetting the printer.

7. Load the original document or photo, and then start a copy job.

Check the scanner bar functionality

Perform a visual test of the scanner bar and light for mechanical issues.

1. Remove any original documents or photos from the scanner glass.

2. Lift the scanner lid slightly, and then press the Copy button or icon.

   If the scanner light does not move or illuminate, the scanner mechanism requires servicing.

Refer this article to further troubleshoot network scanner connection error. Click Here

If the issue still persists after trying out the steps, it is a hardware issue with the printer.

Please contact HP phone support for service options. Click Here

Let me know if this works!

Have a great day ahead! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[PMumford]

Hi @MrRobot

Thanks for replying to my post and for the kind words about troubleshooting!

I'll try to answer your questions as best I can below.

There haven't been any changes made to the printer as far as I'm aware, but I'm quite new to this office, so it's a possibility changes were made.

Copies come through fine from the scanner glass, but not from the ADF.

Prints work fine from multiple devices and multiple users

I rebooted the printer a number of times in previous troubleshooting without any effect sadly 😞

I have also verified the printer is connected directly to a wall outlet, which should rule out a lack of power

I ran the scanner light test as requested and all seemed fine with that. 

Will look into getting in touch with HP service.

Thanks for your time

[A4Apollo]

@PMumford, Thanks for your prompt response and time.

I appreciate your efforts for writing back to us.

As you are able to make a scan using the scanner glass but not from the ADF.

Try updating the printer firmware and check if it helps.

Update the printer firmware using this link. Click Here

Try restoring the printer settings to factory default and check if it helps.

1. On the printer control panel display, from the Home screen, swipe left to see ( Setup ) and touch
 ( Setup ).
2. Touch Tools, touch Restore Factory Defaults and then follow the onscreen instructions.

Lastly, uninstall the printer software from the root level on the PC and install the full feature printer software.

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. 
Select Apply and OK on the Print Server Properties windows. 
Close Devices and Printers. 
 

Update the full feature printer software using this link. Click Here

Let me know if this helps!

Take Care! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!