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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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‎06-03-2020 02:54 PM

HP Recommended
Product: HP ENVY Photo 7855
Operating System: macOS 10.15 Catalina

After scanning some photos using the document feeder, I began receiving the message that "The document feeder was not able to pick up the original".  I have followed all of the troubleshooting guidelines of resetting the printer, updating the firmware, and cleaning the ADF rollers.  I have done this multiple times in addition to watching YouTube videos to make sure I am cleaning the ADF rollers properly.  I have tried the document feeder with a single sheet of paper for both scanning and printing and receive the same error message after each troubleshooting sequence.  Any suggestions?  Thanks!  

5 people had the same question
1 REPLY 1

‎06-11-2020 02:36 PM

HP Recommended

@HowardNY20, Welcome to HP Support Community!

 

If you have already performed the steps from the document ADF does not pick paper or feeds in too many sheets and the issue persists, it could be a hardware failure.

 

Please reach out to the HP Support in your region regarding the service options for your printer.

 

Hope this helps!

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
I am an HP Employee

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