Hardware Scanner Problem

[XtheHunter]

Hi.

I'm having an issue with the Scanner on my device. It worked fine for years until recently. When I initiate a scan, the scanning bar sounds like it's moving roughly, as if it was facing too much friction on it's path. The resulting quality of the digitalization is also rough. Here's an example: 

I have already tried resetting it and even reinstalling the driver but it appears to be a hardware problem. My device is already past it's warranty and I'm fully willing to open it if necessary as I have some knowledge of electronics. What can be done?

[DavidSMP · Accepted solution]

Hi @XtheHunter,

Welcome to the HP forums! 🙂 It is a great way to engage, post questions and find resolutions by working with specialists in the HP community. I reviewed the post and understand that there are scanning issues with the printer. I’ll be more than happy to assist you here. 🙂

At the outset, you’ve diagnosed the issue perfectly that the scan feature does not work. Excellent job on that score. Kudos to you. It is always a privilege to work with technically savvy customers. I take it as a privilege to share this platform with you. We value your relationship with HP and wish to serve you better. 🙂

First off, it looks like a hardware issue with the printer. Let’s isolate the issue correctly.

Please make a few copies directly from the printer without any communication from the computer.

Place the copy face down on the flatbed and touch the copy button. If the copy comes out fine then the issue could be software related.

If there are issues copying, then try copying again with a set of different cartridges to isolate the issue further. If they copy fine then we could troubleshoot for software related issues.

I will send you steps to perform a semi full reset as a private message. Please look for private messages also. It sometimes helps to correct the situation.

If it does not copy correctly, then the printer needs to be serviced by contacting HP phone support. Link: http://hp.com/contacthp

Please try copying from the scanner bed and document feeder to further isolate the issue.

If the issue is with the document feeder then you could always use the flatbed scanner and vice versa as a workaround.

I will send you the service manuals links of the printer that could be helpful.

Link 1: http://support.hp.com/us-en/product/hp-officejet-4500-all-in-one-printer-series-g510/3919445/manuals

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Please reach out for any issues and I'll be there to assist you.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

[XtheHunter]

Thanks. The procedure you sent to me trough PM to reset the machine appears to have fixed the quality of the scans. Thank you.

[DavidSMP]

Hi @XtheHunter,

I am glad that the issue has been resolved. Thanks for accepting the solution and for the quick response. You've been great to work with and it has been a genuine pleasure. I hope the printer works great and remains healthy for a long time.

To simply say thanks, please click the "Thumbs Up"button to give me a Kudos to appreciate my efforts to help.

Take care now and do have a fabulous week ahead. 🙂