HP Officejet 5740 will print and scan, but will not copy

[jburandt]

I have an issue with the HP Officejet 5740 all-in-one printer.  The issue is that the printer is unable to perform the 'copy' function.  All that is 'printed' is a blank piece of paper. 

I can print a document just fine from a connected PC.  Also, the printer will scan documents and send the results to a PC.  Because of this it seems as though the scanning and printing functions are working fine, but not 'copy'.

When attempting to copy a document, the 5740 goes through the motions: it will move the scanner mechanism, the mechanism is illuminated during the scan, and the printer acts like it is printing (you can hear the printhead moving back and forth, along with the paper advancing)… but only a blank page comes out. 

I have performed the following steps to try and resolve the issue:

1. Confirmed that the document is positioned correctly and in the correct orientation on the scanner glass (the document scans just fine).
2. Confirmed that there is ink in the cartridge (a document prints fine when sent from a PC)
3. Reset the printer by disconnecting the power cord for a minute and reconnecting. 
4. Checked that the printer's firmware is up to date.
5. The Windows 10 driver is up to date (not sure this is relevant since 'copying' is a standalone function, i.e. should work just fine when not connect to a PC.)

Any help would be greatly appreciated. 

Thank you!

Jeff

[Irfan_06]

Hi @jburandt,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I see that you are facing an issue with your Printer.

Please follow the steps below to perform a power drain on the printer.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

Kindly refer to the steps on this link and let me know if that resolves the issue.

Also, update the printer firmware by clicking on this link.

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!

 

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[jburandt]

Hi Irwin6,

I performed the steps listed below and the printer behaves the same, i.e., it will not perform the copy operation.  Both printing from a PC and scanning to a PC work fine.

Thank you,

Jeff

[Irfan_06]

Hi @jburandt,

I am sorry to hear that the above steps did not help much.

The support here is limited and this issue might require one-on-one interaction to fix it.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support

[jburandt]

Thank you Irwin6,

Jeff