Document has a black bar when scanned

[RudigUSB]

My company purchased a few of these flatbed scanners and almost half of them have had this issue.  Most of the times they were still under warranty so HP replaced them for free, but I've just had 2 scanners have this same issue within a week of each other, but because the warranty has run out on both of them, HP will not replace them.  I thought that was quite unfair of them since there is obviously a flaw with their hardware based on the fact that this is not an isolated incident.  Needless to say we will not be purchasing any more HP scanners.  Can anyone recommend a better scanner that is comparable to this flatbed scanner that is not an HP brand?

[kevin-t]

@RudigUSB

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[WyreNut]

Are you using the document feeder, or scanning from the flatbed?

Vertical black stripes are normally caused by a piece of paper or dirt that landed on the scanner glass.  Open the lid and view the glass strip at the end of the flatbed.  Brush or blow out anything you find.  It should line up with the area of the stripe.

[RudigUSB]

The HP Pro 3500 has both a feeder and a flatbed, and I wish that were the case, but we've done the cleaning and troubleshooting and it's a hardware issue.  More than likely a bulb is bad and that's why the black bar across the document is about an inch thick.  Like I stated, we've purchased a few of these and just about half of them have had this same issue.

[RudigUSB]

The scanners are no longer under warranty and that is why HP will not replace them.  One warranty expired in December and the other expired in Feb., but like I said, they replaced the ones that were under warranty, they just won't replace these because the warranties expired even though it's the same exact issue with the ones that did get replaced.

[Majors]

Is the only resolution to this issue replacement?  We have two scanners and they both started doing this yesterday.  We cleaned glass, made sure firmware and all were up to date and still no resolution.

[RudigUSB]

We've had 8 of these issues and each time, HP makes me troubleshoot by using both the ADF and flatbed then also using a different cable and using Windows to scan and each time they've replaced it because it is a bulb issue.  That's why It sucks that they wouldn't replace the 2 I had that were no longer under warranty, knowing **bleep** well it's a bulb issue and they know it is.

[kcastilaw]

I am having this exact same issue (1 inch vertical bar on scans), including that my warranty on this piece of equipment just expired.  I have completed all the suggested troubleshooting steps to no avail.  I love this piece of equipment and will be disappointed if I can't repair it.   With all the consistent reports of the same problem occurring, I am hoping that you have a repair tip or recall that can be used to fix this problem.  Please let me know if you have any updates on this situation.

[bobhb]

I have the same issue. Document has a thick black bar (see image below) when scanned when using the HP Scanjet Pro 4500 fn1 using the flatbed scanner, NOT the document feeder. Cleaning does nothing to improve. Purchased on 12/11/2017 but started having this issue in May of 2019, but didn't have time to deal with poor HP Tech Support, or lack-of-tech-support. This was an expensive unit, around $700. It's now useless. What to do?

There should really be a recall on these defective units, especially given the expensive price tag.

Bob

[bobhb]

Hi Kevin_T,

Is HP going to issue a recall on these defective unit? It is clearly a hardware failure. 

Bob

‎01-01-2020 03:58 PM

I have the same issue. Document has a thick black bar (see image below) when scanned when using the HP Scanjet Pro 4500 fn1 using the flatbed scanner, NOT the document feeder. Cleaning does nothing to improve. Purchased on 12/11/2017 but started having this issue in May of 2019, but didn't have time to deal with poor HP Tech Support, or lack-of-tech-support. This was an expensive unit, around $700. It's now useless. What to do?

There should really be a recall on these defective units, especially given the expensive price tag.

Bob

Bob