My scanner goes through the scanning process but only produces lines

[rhunter12]

It does not even appear to pick up any of the original document.  Just shows as a series of black and colored vertical lines.  Is this a hardware failure? 

[KrazyToad]

@rhunter12

Welcome to HP Support Community
 

I suggest you perform a printer reset

(1) Turn the printer on, if it is not already on.
(2) Wait until the printer is idle and silent before you continue.
(3) With the printer turned on, disconnect the power cord from the rear of the printer.
(4) Unplug the power cord from the wall outlet.
(5) Wait at least 60 seconds.
(6) Plug the power cord back into the wall outlet.
 NOTE: HP recommends connecting the printer power cord directly to the wall outlet.
(7) Reconnect the power cord to the rear of the printer.
(8) Turn on the printer, if it does not automatically turn on.

The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
Wait until the warm-up period finishes and your printer is idle and silent before you proceed

Then update the Firmware from this Link: https://support.hp.com/nz-en/drivers

Also follow the instructions in Solution Three from this Link: https://support.hp.com/in-en/document/c02143460 to clean the Paper Rollers

Keep me posted how it goes 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[rhunter12]

Well, I went through the steps you suggested. My firmware was already updated. No Improvement at all. I want to reiterate that this is not a printer problem. It is the scanner that is not working. It only produces what I would call "static"... just lines of various colors and black.  My guess is that the scanner itself is shot but I hate to give up without exploring the options. 

[KrazyToad]

@rhunter12

Are you able to make Photocopies?

Clean the scanner glass and check if you get the same issue. If the issue persists please contact HP Support for Service Options

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.

Thank you