M277 flatbed ribbon jam

[Paralogical]

First of all sorry for my english: it doesn't allow me to describe what's my problem, so please take a look at this very short video:

https://photos.app.goo.gl/kQhsGbFmVwQmuA4x5

Clearly, that white ribbon shouldn't do that! It should instead behave like in the following video, but in the opposite direction:

https://photos.app.goo.gl/qa1jvzoG7cidvDJHA

The result are quite bad: the last part of a scan usually shows at least two or three row of text overlapping, almost unreadable. The same holds for images, since the problem is clearly a mechanical one, no software involved.

Thank you in advance for your kind help.

[Betty0610]

@Paralogical

Welcome to the HP Support Community.

Are you able to copy?

Let's try to reset the Printer here:

Reset the product

• With the printer turned on, disconnect the power cord from the rear of the printer.
• Unplug the power cord from the wall outlet.
• Wait at least 60 seconds.
• Plug the power cord back into the wall outlet.
• Reconnect the power cord to the printer.
• Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

Also, try connecting the Printer to a different wall outlet directly.

Try a firmware update: https://support.hp.com/in-en/document/c02919168

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Paralogical]

Dear Betty0610,

I didn't try your suggestions because they seem to me unrelated with my problem.

The printer works perfectly, it just works quite bad if I scan with the flatbed, while I can scan perfectly with the ADF.

I sent two videos that, in my opinion, should clearly show what the problem is.

Anyway thank you very much for your attention.

[Betty0610]

A firmware update does help in these issues. So do try that step.

Also, try this:

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, then disconnect the power cord.

2. Lift the scanner lid.

3. Spray a soft, lint-free cloth with glass cleaner, then wipe the scanner glass, glass strip (if present), the white backing under the scanner lid, and the white strip under the lid (if present) until clean, dry, and streak-free.

      CAUTION: 

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

   Figure : Clean the scanner glass and under the lid, and any glass or white strips (if present)

   1. White scanner lid backing

   2. White ADF scanner lid strip (if present)

   3. Glass ADF scanner strip (if present)

   4. Main scanner glass

4. Reconnect the power cord, turn on the printer, then close the scanner lid completely.

5. Load the original document or photo, then try to scan. Make sure the original document or photo is in good condition and free of tears, creases, folds, staples, or tape.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Paralogical]

Dear Betty 0610,

the firmware update didn't help. I really don't understand how the pure mechanical issue showed in the videos I posted could be solved this way.

Also, the cleaning you suggest are useless: the problem in under the glass, not over. I need some suggestion on how to remove the glass and try to clean the ribbon/tape or how ever is called that thing that curls on itself when the scanner light is moving toward the end of its path.

It seems quite hard, there are some screws but some of them are very difficult to access.

Anyway thank you for your kind help.

Best regards.

[Betty0610]

I recommend you to contact the HP Support Team regarding this as this could be a hardware issue.

Link: www.hp.com/contacthp/

Note:  Select the country accordingly to get the contact details for support.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!