HP OfficeJet 5740 document feeder not picking up original do... - HP Support Community

JOBELLA · ‎09-03-2025

Hi,

Overnight, my document feeder has stopped working.

Papers go through the feeder, but I keep getting the error message "document feeder was not able to pick up the original document"

I used the HP Smart app wrench, and it says that everything is okay with my printer.

I used the Scan Doctor app (before I learned I needed to remove it), and it said it was okay.

I downloaded the HP support app but it doesn't seem to help much with printers.

I have tried unplugging the printer. I have cleaned the rollers. I have rebooted my computer.

Am I missing anything?!? It's strange that it occurred overnight (Monday to Tuesday).

If I need a new printer (I hope it doesn't come down to that), how do I find out which one uses my ink cartridge, as I am subscribed to Instant Ink and just got one in the mail.

Thanks.

Garp_senchau · ‎09-04-2025

@JOBELLA, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

It sounds like you've already done a lot of the common troubleshooting steps, which is great. Since your document feeder isn’t picking up the paper properly, there are a few more things you can try to resolve the issue.

Check for Paper Jams

Even if you can't see it immediately, there could be a small paper jam or debris inside the document feeder. Double-check all paper paths.

Step 1: Open the document feeder cover and inspect the paper path.
Step 2: Look for any paper scraps or foreign objects that could be obstructing the rollers.
Step 3: If you find any jammed paper, gently remove it.

Clean the Pickup Rollers and Separator Pad Again

You mentioned cleaning the rollers, but it’s worth going through it again to make sure the feeder is functioning properly.

Step 1: Turn off the printer and unplug it.
Step 2: Open the document feeder cover.
Step 3: Carefully wipe the rollers with a lint-free cloth moistened with water. Be gentle, as the rollers are sensitive.
Step 4: Check the separator pad for dust or debris and clean it the same way.
Step 5: Allow the rollers to dry before closing the document feeder cover.

Adjust the Paper in the Tray

Sometimes, a slight misalignment of the paper can cause the feeder to fail.

Step 1: Remove any paper from the input tray.
Step 2: Make sure the stack is aligned properly and that there aren’t any crumpled or wrinkled sheets.
Step 3: Try reloading a small amount of paper into the tray (about 5-10 sheets) and see if the feeder picks it up.

Check the Document Feeder Settings

Sometimes settings may need to be reset, especially if a software update or other changes occurred overnight.

Step 1: Open the HP Smart app or the printer settings on your PC.
Step 2: Go to Scan or Document Feeder Settings and make sure it is set to use the automatic document feeder (ADF).
Step 3: You might also want to reset these settings to default and check if that fixes the problem.

Update or Reinstall Printer Drivers

Even though the HP Smart app didn’t find issues, it’s still a good idea to check that your printer drivers are up-to-date.

Step 1: Visit the HP support website and download the latest drivers for your printer model.
Step 2: Uninstall the current drivers from your computer and reinstall the latest version.
Step 3: Restart your computer and test the document feeder again.

Update Printer Firmware (Update the firmware on an HP printer | HP® Support)

Go to the HP Customer Support - Software and Driver Downloads page. Enter your printer model number and search for the latest firmware update. Follow the instructions to download and install the firmware update.

Test Using Another Application

Sometimes, an issue might be specific to the application you’re using to scan.

Step 1: Try scanning using a different application. For example, use the Windows Fax and Scan app or Adobe Acrobat to see if the issue persists.
Step 2: If it works in one app but not another, the problem may be software-related.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps.

Take care and have a good day.

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

Garp_Senchau
I am an HP Employee

JOBELLA · ‎09-06-2025

Hi Garp,

Thank you sooo much for your help!

I tried all your steps, and it's still not working 😞

Now, when I put the documents in the feeder, I don't hear the subtle ping that it used to make.

I tried scanning two pages, and the paper went through fine. However, the scanning sound continued for a few seconds, and then I got the error message.

I tried downloading the drives, but at the end of the download, I couldn't complete the installation because I got a message saying it wasn't supported.

I tried scanning directly from the printer and got the same result.

I tried updating firmware but my firmware is fine according to HP.

Spoiler

Do you have any other suggestions?

Garp_senchau · ‎09-06-2025

Hey @JOBELLA,

Thank you for your response

It sounds like you've already done a lot of troubleshooting, and I know that can be really frustrating when the issue persists. Based on the new information you've provided, it seems like there may be something deeper going on with the document feeder or the printer's internal components. Below are more detailed troubleshooting steps to resolve your issue:

Check Document Feeder Rollers & Sensors

Inspect Sensors:

With the feeder cover open, look for any visible sensors near the rollers. Sometimes dust can block them and cause improper feeding.

Gently clean any exposed sensors using a lint-free cloth or cotton swab (without pressing too hard).

Check Roller Mechanism:

Even though you've cleaned the rollers, it's possible that the rubber on the rollers has become worn or sticky.

If you feel comfortable doing so, you can check if the rollers are still rotating properly by gently turning them with your fingers when the printer is powered off.

Perform a Printer Reset

Open the HP Smart app or go to Settings on the printer’s display panel.

Look for the option to Restore Defaults or Factory Reset. This will reset all settings to their original factory settings, including any configuration related to the ADF.

Note: This will erase any custom settings, so you’ll need to reconfigure some preferences afterward.

Test Using the Control Panel on Printer (Not Software)

Try scanning directly from the printer’s control panel instead of using the computer to rule out any software-related issues.

On the printer’s control panel, navigate to the Scan menu.

Select the option for Scan to Email or Scan to PC depending on your setup.

Insert a document into the ADF and check if the issue persists.

Test with a Different Document

Sometimes, the issue could be specific to the type of paper or document you’re trying to scan.

Test with Different Paper:

Use a fresh set of blank white paper or very thin paper. Sometimes thicker paper can be too stiff for the feeder, causing issues.

Ensure the paper is stacked evenly and correctly aligned in the input tray.

Uninstall/Reinstall the HP Software

It seems like there was an issue installing the latest drivers. Let’s try to fully uninstall and reinstall the software again.

Uninstall Current HP Software:

Open Control Panel > Programs and Features.

Locate and uninstall any HP printer-related software, including the HP Smart app, HP Scan software, and HP printer drivers.

Reinstall HP Printer Software:

Go to the HP Support page and manually download the latest drivers for your printer model. Make sure to download the full feature driver (which includes scanning and printing features).

When prompted, restart the computer and try installing again. If the installation still fails, make sure that any antivirus software is temporarily disabled, as it can sometimes block the installation.