HP Color LaserJet Flow 6800 Perfectly Spaced Lines on Random ADF Scan Jobs

[PaulTex]

We have had our HP Color LaserJet Flow 6800 for about 6 months and have never been able to resolve this issue. Even HP support is telling me that the device is too new and they don't have enough history to diagnose the issue.

We get these perfectly spaced lines on random scan jobs that go through the ADF. We never use the scan bed and we hardly ever use the copy feature. It can go a week or 2 without the lines. We can normally turn it off and back on to resolve the issue. The glass is not dirty and we can do hundreds of scans without the lines so cleaning the glass has not resolved anything. We only use scan to email as scan to network or USB is not allowed in our environment. HP has replaced the fuser (it was DOA), the ADF, the scanner controller board (SCB) . HP is now stating it could be humidity or something left behind from the previous scan job but we have 5 other HP MFP's in this same area and they never have this issue. I have opened 7 different cases with HP. HP was supposed to replace the entire scanner bed but the tech refused because he could not recreate the issue. Has anyone found a resolution to this issue?

Thanks!

[AkamaiRBS]

Mine is the exact same model that I just got yesterday and it’s doing the same thing. I restarted and it did a clean scan but HP really needs to figure out what’s going on. 

[PaulTex]

We have 4 of these now. The other 3 are not having this issue. On a positive note HP is replacing my bad 6800. I only have a little over 90 days remaining on my 1 year warranty. I found out that if a device has 2 major parts replaced within the 1 year warranty period, and it is still not working, you can request a replacement. It will most likely be a refurbished unit and you will only get the remainder of the 1 year warranty with the replacement. HP Tech support did not give me this option. I had to hear it from a HP tech who got me in contact with a HP Escalation Case Manager. I have had the SCB board, ADF, low voltage power supply and the formatter board replaced as well as the fuser that was DOA. I would recommend you **bleep** over and over until you get enough parts replaced that you can get a replacement. Ask your HP Escalations Case Manager if they happen to have a new unit to replace your broken one. I got lucky and they had 1in stock. They also offered different models but I stuck with the 6800. One of the HP techs that came on site said he had clients with almost a hundred of the 6800 models with zero issues. Hopefully ours is just bad luck. 

[AkamaiRBS]

Thanks for your very helpful response. I’m on Maui so I added the 3-year next business day service since service is important so hopefully that will help with resolving this if it continues.  I’ve got 25 other LaserJets and generally service those myself but didn’t want to chance it on this since it’s a little more complicated than all my desktop units. 

[PaulTex]

And now the bad news. My replacement 6800 is also putting lines on random docs scanned through the ADF. It does not matter if I scan to email or to network. It is doing it almost daily. We moved the MFP to another part of the building and replaced all the patch cables and plugged it into a different switch. I am working on setting up wireshark to see if we can identify anything. HP is probably not going to be any help.

[AkamaiRBS]

I haven’t noticed the issue on the 2nd 6800 I ordered and received last week but I wanted to mention that you can scan directly to a USB drive to eliminate that it’s a network issue. Hope HO finds the issue soon as I suspect at least my 1st unit will have this happen again. 

[PaulTex]

Today HP sent a tech onsite. I had been scanning for about an hour when he arrived. I showed him the lines. He took a sample then replaced the formatter board. We scannfor 30 minutes before the lines came back. He called someone and they said it had to be my network causing the issue. So I scanned to USB and there are lines. 

[AkamaiRBS]

Good to know they finally saw it first-hand. Too bad the formatted board did not fix it as that would be an easy fix. Please keep us posted!

[Repairatrooper]

We have not run into this in our client base yet but am watching this with interest. What firmware revisions are installed on the problem units?

[PaulTex]

Firmware 5.7.1.2

We had to change our SMTP server name and we are now using a user/password (I know...should have been that way years ago). Anyway, since that change we have only seen the lines twice (about every 7-10 days). Currently we have not seen the lines in 11 days.