HP 7740 changes scan size

[JohnDF]

I have the same problem. I was on the phone twice with hp support (app. 5 hrs. ). First tech told me I needed to purchase new 7740 mine was “old” (2016). So $279 later I have a new 7740 and it has exactly the same problem.  Yesterday that told me the problem was not the printer scanner and that I could not return the machine and get my money back. My billing rate is 150 dollars/hr 

so I have now lost $750 in billing time. I am incensed!!  It is past mid June and the bug has not been fixed.  

[Dragon-Fur]

@JohnDF 

The come-and-gone June timeframe is my fault.

I know better but I did indicate that I believed the fix would be ready for the June release.

HP never said the fix would be ready - I did that and for that I am sorry to have made such a rookie mistake.

I cannot at all speak to your experience with support and the costs you incurred.

Personally, I've never been aware that support charged by the hour.

The best I can do is to send your comment for review and I will do so.

The solution for the PDF scan issue, for the moment, is to use other methods, that is, other programs / applications, to scan documents.

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[JohnDF]

This morning I discovered another issue with the scanning issue. I had to use it to scan a drawing I had done and opened it using bleambeam software and cut and pasted the drawing into another blank 11x17 document . I worked on it added notes colors and textures to the drawing and tried to save the final rendition and when I hit the save button the entire image disappeared. 
the scanned document is obviously corrupt or is not recognized in other pdf software platforms. 
please beware. I had worked on the drawing for 3 hrs. and now I must figure out a way to work around the problem.  

[Dragon-Fur]

@JohnDF 

I am sorry you lost your data.

Your best option is to use other means to scan, save, extract, and edit.

It makes sense that the resulting PDF file is not suitable to extract data from it - the data is both bloated in Page Size and file size of the saved data.

Lost Work

I doubt any of the following will help - the data is "not right" and using it to create other data is likely not going to work as expected.

We have not heard that scanning images results in the same issues.

If you are not sure, scan the image using other Scan software, save it.

Check the Pixel size of the file image against the results having scanned the image using other scan software / application at the same resolution.

Was the data saved at all - aside from the critical fact that the original PDF scan was known to be corrupted,

If the copied / extracted / edited data was saved in the design software, the data might be retrievable.  

Check with that software's support group for help.

If your drawing software works similarly to any design software I've used, you might be able to retrieve a temporary copy of the data.

Check with the software's support group or look in the Options or help section of the design software for details and temporary storage locations.

Saving your data more frequently might help, too.

If the data is located in a Cloud storage environment, consider downloading the data and working on a local copy.

Change the file name so you never lose the original.

Check in your File History backups - assuming you are using File History and that you have added the folder location in your Libraries, then File History might have saved one to three copies (using a default backup time of once per hour).

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For now, and possibly as a permanent solution, use Scan software other than HP Smart.

It is not a mandatory application and other options exist, both free and paid.

Stay Safe.

Carry On.

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

[JohnDF]

Has there been any updates on the HP “fix” ?

I am getting anxious !  I scan a lot of large format work. 

[Dragon-Fur]

@JohnDF 

HP does not generally update us on progress - we are "outside" the circle.

That said, HP Smart appears to have released a new version (at least for Windows): Version 128.1.219.0

I've not had time to test the new version yet.

Edits / Update

Tested - issue is cleared / resolved according to my test.

I've edited the "solution" post in this thread to update the information in that message.

If a new version of the application is available in your region, the app will either update automatically or you can check for the new version.

Microsoft Store - Application Updates

Windows (Start) > Microsoft Store

In the upper right corner, click on the three horizontal dots ...

Select Settings > App updates > "Update apps automatically" = ON

In the upper right corner, click on the three horizontal dots ...

Select Downloads and Updates > Get Updates

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"