HP Envy 7640-Lines showing up on Scans/Copies (not printed docs)--HELP!

[wafisher]

I recently purchased an HP Envy 7640 and everything was working fine with it.  Copying, Printing from computer, scanning in documents and drawings all were working fine.  After a couuple of weeks now all of a sudden every page I copy (both laid on glass copies and copies through the sheet feeder) and scans are showinfg up with a vertical line approximately 1.5 inches from the left edge of the paper and a horizontal line approx .75 inches from the bottoom of the page that intersect on the left hand bottom of the page.  They look like some kind of line guides like you see in desktop publishing programs such as MS Publisher.  Documents printed directly from the computer are fine with no lines at all.

I have tried all the diagnostic reporting tools and reports (which print with no lines btw), cleaning the print heads, aligning the print heads, hard rebooting the printer (disconnecting printer from power for 60 sec) and restoring to factory defaults.  Nothing works.  There are no error messages and the only software driver changes was the original install of the software/drivers for the printer and the printer has been working fine for about 2 1/2 weeks before the lines showed up.

Please help me figure out how to get rid of these lines!  I'm at my wits end!

thanks a bunch!

Wendi Fisher

[Drakster]

Hi @wafisher,

Welcome to the HP Support Forums!

I see that you're getting lines on copies coming from the automatic document feeder (ADF). I would be happy to help you and please remember to return to this thread and mark 'Accept as Solution', if I have successfully helped you resolve the issue. If you wish to say 'thanks' for my effort to help, click the 'thumbs up' to give me a Kudos.

I cannot find a specific document for this problem for this printer, however,  the steps to correct the problem involves cleaning the ADF glass strip. This printer has a separate glass strip when using the ADF. Something as small as a spec of dirt can cast a shadow creating a line. Even though your printer is different, the steps for cleaning ADF glass strip are the same.

I would do a hard reset to see if that will resolve the issue.

1. Leave the printer on and unplug the power cable from the printer and wall outlet for 60 seconds.
2. Then reconnect the power cable to the printer and wall outlet rather than a surge protector. This ensures the printer is receiving full power and may help this situation.
3. Make sure the printer is connected directly to a wall outlet (don't use a power bar or a surge protector). 
4. Try a different power outlet/room.
5. Copy a blank sheet of paper from the ADF. What were the results?

Follow the steps within this guide:

• Vertical Bands, Lines, or Streaks in Copies, Faxes, or Scans

Note: Cleaning the glass multiple times may help resolve the issue. 

• Copy a blank sheet of paper from the ADF. What were the results?

Video: Fixing Vertical Bands, Lines, or Streaks in Copies or Scans

Clean the All-in-One and make a blank copy 

• Before you begin, gather the following materials:
• Several clean, soft, lint-free cloths Mild glass cleaner.

NOTE: Use only glass cleaner to clean the scanner glass. Do not use cleaners that contain abrasives, acetone, benzene, or carbon tetrachloride These substances can damage the product. Avoid isopropyl alcohol (rubbing alcohol) because it can leave streaks on the glass. 

• Open the top of the printer to access the scanner glass.

• Clean the small strip of glass to the left-hand side of the scanner bed. 
• Try copying a blank sheet of paper using the ADF. What were the results? 
• You may need to repeat the cleaning steps to achieve the desired results.  

Note: Scratches and chips in the glass can cause quality defects. 

I hope this helps. Please respond with the results. I hope you have a great day!

[wafisher]

After spending over2 hours on the phone with HP Tech Support they decided to replace the printer since nothing we tried would fix the lines.

[Susseeboy]

You're lucky.  I had 2.5 hours last week , problem unresolved and another call due on Monday.  I'm not at all convinced that the HP man knew what he was really doing.

A straight line about 3 inches up from the bottom of each page...

I think a replacement printer is called for......

[wafisher]

That is what they did for me but is your line vertical or horizontal?

[Susseeboy]

Horizontal

[wafisher]

That's different from my issue. I had a vertical line going down the whole page. However I have noticed horizontal lines in some of my copies. Does your line show up when printing something too or just when copying?

Also, if you don't think the rep knows what he's doing ask for a supervisor. I do that pretty much all the time since I don't call tech support until I have done all the basic troubleshooting that the 1st level guys go thru.

[Susseeboy]

Only when scanning a printed document. 

I had an issue with my previous printer but was told that that was due to the printhead having worn out and due to the cost of a replacement, it was more practical to replace the whole thing.  Hence the Envy 7640.  It's been alright since I had it 2 months ago until a couple of days ago.  Your problem could may be to do with the printhead?

Good tip of yours to ask for a supervisor....Thanks.

[wafisher]

I don't know what the problem was, they replaced the printer for me and I haven't had the issue come up with the new one.

So the line only shows up when scanning? Is the document being scanned in a full 8.5x11" or is it smaller than full page?

[Susseeboy]

Yes, all A4 size.  I wondered if the scanner was not picking this up properly.

After over another hour on the phone HP are sending mne a replacement printer.

Hope it's not a generic fault with the 7640.....