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‎01-24-2024 09:20 AM

HP Recommended
Product: HP OfficeJet Pro 6968 All-in-One Printer

My hp officejet pro 6978 does not recognize that the ADF is loaded with a document. It appears that the sensor(s) are not working. I have tried loading one page and multiple pages. There are not feed problems. I have had the printer for a year. I have rarely used the ADF. I think there was a screen prompt and sound that alerted the user that the ADF is loaded. There is no response now when docs are loaded into the ADF.

Category:
3 REPLIES 3

‎01-26-2024 02:35 PM

HP Recommended

Hi @SDIII,

Welcome to HP Support Community.

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

 

If your HP Officejet Pro 6978 is not recognizing that documents are loaded into the Automatic Document Feeder (ADF), there are several steps you can take to troubleshoot this issue. Here's what you can try:

Step 1: Check the condition of the paper and reload it:

  • The quality and type of paper can affect the print job. Follow these guidelines to make sure that the paper is appropriate. If it is not, load an appropriate paper type for the printer.
  • Remove the paper from the ADF.
  • As a test, obtain 10 sheets of new plain white paper to form a stack of paper.
  • Tap the stack of paper on a flat surface to align the edges.
  • Insert the stack of paper into the ADF input tray. Make sure the stack is inserted fully into the input tray and that the printer recognizes that paper has been loaded. When paper is properly loaded into the ADF, the printer should make a sound, emit a light from an LED, or display a message on the control panel.
  • Slide in the paper width guide to the edge of the paper stack. Make sure that the guide rests gently against the paper stack and does not bind it.
  • Try using the ADF again.
  • If the ADF picked all the sheets in the stack of paper, then reinsert your original(s) and try copying or scanning again.
  • If the ADF did not pick all sheets in the stack of paper, then continue to the next step.
  • If your original fails to pick, but all sheets in the test stack of paper picked, then use the flatbed scanner to scan your original.

Step 2: Clean the ADF pick rollers:

  • Dust, paper fiber, and other debris might accumulate on the pick rollers and cause paper feed issues. To help prevent paper feed issues, clean the rollers inside the ADF.
  • Open the ADF cover.
  •  
  • Open the ADF cover
  • Lightly dampen a clean, lint-free cloth with distilled water, and then squeeze any excess liquid from the cloth.
  • Press the cloth against the roller while rotating it with your fingers. Apply a moderate amount of pressure to remove dust or dirt buildup.
  • Clean the separator pad using the same cloth.
  • Firmly close the ADF cover.
  • Try using the ADF again.
  • If the ADF picked the paper, you do not need to continue troubleshooting.
  • If the ADF did not pick the paper, continue to the next step.

Step 3: Reset the printer:

  • In many cases, performing a "hard reset" of the printer can solve a problem.
  • Press the Power button to turn off the printer.
  • Disconnect the power cord from the rear of the printer.
  • Unplug the power cord from the electrical outlet.
  • Wait 60 seconds.
  • Plug the power cord back into the electrical outlet.
  • Reconnect the power cord to the rear of the printer.
  • Press the Power button to turn on the printer.
  • Try using the ADF again.

I hope this helps.

 

Take care and have a good day.

 

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!

 

Rachel571 

HP Support

.
Sneha_01- HP support
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‎01-29-2024 06:50 PM

HP Recommended
The ADF does not recognized that paper of any kind has been loaded.
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‎02-10-2024 08:05 AM

HP Recommended

Hi @SDIII,

 

Thank you for performing the steps. I am sorry that it did not work out. 

Please do not worry, We try our best to provide the resolution. Looks like this issue requires advanced troubleshooting.

 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

 

https://www.hp.com/contacthp/

 

Please feel free to contact us here anytime you need any further assistance.

 

Have a great day!

 

Rachel571 

HP Support

.
Sneha_01- HP support
Was this reply helpful? Yes No
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