Doc feeder out of sync - pulls paper through but doesn't wait for scanner bar to reach window

[KenInVenice]

This about doc feeder and scanning. 

My OfficeJet 8620 has worked fine for a long time but something has changed.

ORDINARILY, doc feeder pulls doc to scan window.  Scanner bar simultaneously moves to that window, and when both sheet and bar are in position, the doc feeder advances the sheet and the scan is completed.

NOW the doc feeder pulls the doc to the scan window, but instead of waiting for the scanner bar to arrive at the window, it continues pulling the sheet through to the discharge tray - it does not wait for the scanner bar to arrive at the window.  After a delay, the 8620 display says, Reload original in the automatic document feeder (ADF) and try again and try again.  This happens when I initiate the scan from the PC using the HP app, and also when I initiate the scan from the 8620 control panel.

Stumped.  Ideas?

[Betty0610]

@KenInVenice

Welcome to the HP Support Community.

I'd love to help.

Let's try to reset the Printer here:

Reset the product

• With the printer turned on, disconnect the power cord from the rear of the printer.
• Unplug the power cord from the wall outlet.
• Wait at least 60 seconds.
• Plug the power cord back into the wall outlet.
• Reconnect the power cord to the printer.
• Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

Also, try connecting the Printer to a different wall outlet directly.

Also, try a firmware update: https://support.hp.com/in-en/document/c02919168

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[KenInVenice]

Hi Betty,

Thanks for the note. 

- Reset the printer as directed. 

- Checked for update - printer already had latest firmware

No change.  ADF pulls sheet in as always, but instead of pausing about halfway through (and waiting for the scanner bar to move into position) the sheet continues through to the delivery bin.  After trying to scan for 30 seconds or so, the display eventually says, "Reload original into the automatic document feeder (ADF) and try again"

[Betty0610]

Try cleaning the ADF using the this link: https://support.hp.com/us-en/product/hp-officejet-pro-8620-e-all-in-one-printer-series/5367611/model...

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[KenInVenice]

The ADF picks up paper and feeds it correctly.  Always pick up one sheet at a time, and moves it smoothly.

As you know, there are two windows in the scan table - the big one that accommodates non-ADF scans, and the narrow one to the left, under the ADF.

When the printer is working properly and scanning with the ADF, the scan bar moves to that narrow window and stays there while the ADF moves the paper past it.  As the process begins, the ADF moves the top of the sheet to the narrow window and at the same time the scan bar moves to that window.  When operating correctly, the ADF waits for the scan bar to be positioned beneath the narrow window.  Once that's done, the ADF moves the paper past the scan bar which has been positioned underneath the narrow window.

My printer is not waiting for the scan bar to be positioned under the narrow window - the scan bar is still moving to the proper position while the ADF moves the paper past the window.  Thus, the scan bar doesn't "see" the paper moving past. 

[Betty0610]

I have sent you a private message, for more details that cannot be shared in a public post.

Please do check your inbox on the communities page for the private message.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!