ADF not scanning yet paper does feed through

[NABREC_Steve]

I am trying to scan using the document feeder.  Two pages are fed through but nothing is scanned. The third page stops about halfway through with a message to "reload original" : "The document feeder was not able to pick up the original.  Make sure the document feeder cover is closed completely, load the original in the document feeder, and try again."  I am using A4 document pages.  I have tried a factory reset, run the HP diagnostic program but nothing fixes the problem.  Does this mean a return to HP to be fixed?

[Anand_Andy]

Hi @NABREC_Steve,

Welcome to the HP Support Community

I understand you are facing a scan-related issue with your HP OfficeJet Pro 7740 Wide Format All-In-One Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Does the copy print out the same way when you use the ADF? 
• is the document facing up or down when you try to scan from ADF? 
• Are you able to scan using the normal scanner bed?
• Was there any recent update on the printer?
• What application are you using to scan from the ADF to your PC? 
• Does the error appear when you try to scan with a regular letter size paper?

While you respond to that, Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Clean the rollers:

Turn the printer off, disconnect the power cord, and then open the ADF cover.

Find any paper pick rollers and the separator pad inside the ADF. These parts have a rubber coating.

Lightly dampen a clean, lint-free cloth with distilled or filtered water, squeeze any excess liquid from the cloth, and then wipe any residue off the rollers and separator pad.

Leave the ADF cover open for two minutes to allow the parts to dry, and then close the cover.

Reconnect the power cord to the printer, and then try making a copy.

Also, try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware 

Hope this helps! Keep me posted. 

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