OfficeJet 6978 ADF scans are crooked

[tanstaffl]

I just received a brand new OfficeJet 6978 a few days ago.  Everything works fine except for scanning, both 1 and 2-sided, using the ADF.  No matter how carefully I ensure that the paper width adjustments are close to what is in the ADF without bending the paper, the scans consistently are crooked by a degree or two - enough to be noticeable and not acceptable.

The scan of side 1 is slightly twisted to the right, the scan of side 2 is twisted to the left.  Every time.

Scans from the flatbed are fine.  Update: scans are to PDF file, Straighten Content is checked in settings (6/21/18)

I have done the following, with no affect:

- reset the printer by unplugging the cord both ends for 1+ min while it was on

- reinstalled the full software package on my Win 7 system

- verified that there is nothing blocking travel through the ADF

- installed the full printer software package on a Win 10 system

- used brand new blank HP paper for the supply hopper

Nothing has fixed the issue.

I do remember the printer generating a scan alignment page during its initial setup.  I was asked to put it on the flatbed scan window so the printer could adjust itself.  Is there a way for me to get the printer to do this again.

[Flower_Bud]

@tanstaffl

Welcome to HP Forums,

This is a great place to get support, find answers and tips,

Thank you for posting your query, I'll be more than glad to help you out 🙂

As I understand, scans alignment is not good through the ADF,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

How is the photocopy quality?

Let's try these steps to resolve the issue: 

Clean the automatic document feeder (ADF) rollers

  NOTE: The location of the ADF rollers might be different depending on your printer, but the following steps still apply.

1. Gather the following materials:

   • A clean, lint-free cloth, or any cloth that does not come apart or leave fibers

   • Distilled, filtered, or bottled water (tap water might damage the printer)

2. Remove the original document from the ADF.

3. Turn off the printer.

4. Disconnect the power cord from the rear of the printer.

5. Open the ADF cover.

6. Find the paper pick rollers and the separator pad inside the ADF.

7. Lightly dampen a clean, lint-free cloth with filtered or distilled water, then squeeze any excess liquid from the cloth.

8. Use the damp cloth to wipe any residue off the paper pick rollers and the separator pad.

9. Leave the ADF cover open for two minutes to allow the paper pick rollers and separator pad to dry.

10. Close the ADF cover.

11. Reload the original document print side up in the document feeder tray. Gently slide the document into the printer as far as it can go.

12. Slide in the paper width guides until they are snug against the paper.

    Do not push the paper width guides in so far that they bend the paper.

13. Reconnect the power cord to the rear of the printer.

14. Turn on the printer, then try to scan.

For more information, refer to step 4 from the article: https://hp.care/2sPk2Vs

If the issue persists, please perform reset.

I'm sending out a Private message with the reset instructions,

Please check your Private message icon on the upper right corner of your HP Forums profile

Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link: https://hp.care/2D8O0Ev

[tanstaffl]

Thanks for your reply.  To answer your question and recommendations:

1. Copying a single item from the flatbed is fine.  It come out straight.

2. I cleaned the ADF following the procedure you described in detail.  Copies via the ADF are still skewed.

3. I did a partial reset as you described in the private mail.  It caused a new alignment page to be printed, which I used on the flatbed as instructed.

This did not fix the issue with scanning to a pdf.  The test document I am using is a blank Excel printout showing its grid.  I am also very careful to ensure that the document does not wiggle at all in the ADF loader.

I have attached a screen capture of the pdf document as displayed on my laptop.Screen capture of pdf scan file

[KrazyToad]

@tanstaffl

It looks like you were interacting with Flower_Bud, but she is out for the day. I'm KrazyToad & I'm at your service. 

I see that the issue persists even after the Semi-Full Reset

I think point I would request you to contact our Phone Support for Service Options

1) Click on this link - www.hp.com/contacthp/ 
2) Click on "Continue as guest". 
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Click on "Show Options". 
Fill the web-form. A case number and phone number will now populate for you.

Thank you

[tanstaffl]

I get a "page not found" when I click on the above link

[Flower_Bud]

@tanstaffl

Thank you for responding,

It's great to have you back 😉

Click on this link - www.hp.com/contacthp/

Follow the steps from the earlier post 🙂

Hope this helps 🙂

[tanstaffl]

The link stil does not work.  It goes to an 'Oops' page