HP OfficeJet 7740 fails to scan from Scanner Glass - vertical lines only

[ncfilm]

The printer will scan from the document feeder but not from the scanner glass. Controlling from HP Smart, the operation is functional, however; the resulting scan is vertical lines. I have seen a couple of solutions that involve recycling power, etc. Those suggestions have been tried to no avail. In attempts to scan-to-computer using the printer screen, the results are the same. It's as if the scanner bar that operates when the scanner glass is the source is selected as the source is not operational. Not satisfied with customer service. The issue began shortly after warranty expired, of course.

[TEJ1602]

@ncfilm, Welcome to HP Support Community!

Vertical or horizontal lines or color bands are typically caused by fingerprints, smudges, or debris on scanner parts, cartridge issues, or there is a power or calibration issue with the scanner mechanism.

Step 1: Clean the scanner parts

Fingerprints, smudges, dust, or debris on the scanner glass, under the scanner lid, or in the document feed slot can cause lines and color bands. Clean these parts with a soft, lint-free cloth sprayed with glass cleaner.

Clean the scanner glass and underside of the scanner lid with a soft, lint-free cloth sprayed with glass cleaner.

1. Turn the printer off, disconnect the power cord, and then lift the scanner lid.

2. Spray a soft lint-free cloth with glass cleaner.

      CAUTION: 

   To protect interior printer parts, do not spray cleaner directly on the glass or lid.

3. Wipe the main scanner glass, glass strip, and the white backing and automatic document feeder (ADF) strip under the lid until clean, dry, and streak-free

4. If any debris remains stuck to any parts, use your fingernail to scrape it off, and then wipe the area again.

5. Reconnect the power cord to the printer, and then try making a copy.

Try copying.

Refer to the document HP Printers - Resolving Copy Problems for additional help.

Hope this helps! Keep me posted. 

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!

[ncfilm]

Thanks for the advice. The issue is not that the glass or other parts are dirty. The scan function works when a document is placed in the document feeder/tray. The scan function does not work when a photo, for example, is placed on the glass and in the HP Smart window, selecting "scanner glass" as the source and checking the "detect edges" box, and either pressing the preview or scan button. The resulting image is vertical lines of various colors as if the scanner was looking for something to come across through the document feeder. Could it be a mechanical issue? This became a problem about week after the warranty expired, of course.

[TEJ1602]

@ncfilm

This looks like a hardware issue.

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!