OfficeJet Pro 7740, scanning issue, output full of color stripes

[Lars_H]

The scanner on our OfficeJet Pro 7740 suddenly starts output the whole page full of color stripes. Same thing goes when copying and it doesn't matter if using the glas or document feeder, starting the scan on the device or using the web interface. See the attached pictures down below.

We're using the latest firmware (2113B) and have tested to reset the machine.

Anyone knows what may caused this issue? A loose cable inside perhaps?

• Paper copy using the device: 

Paper copy

• Scanned document

Scanned

[Kumar0307]

@Lars_H, Welcome to the HP Support Community! I’m here to help.

I understand the scan/copy quality is not as it should be. I'm afraid the scanner mechanism is damaged as per the images. 

Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

If the issue persists, please reach out to the HP Technical Support team in your region regarding the service/replacement options for your printer. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

There is no customer-replaceable part in the printer, the whole unit will be replaced if under warranty. If not, you may have to upgrade to a new printer.

Keep me posted for any other assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[Lars_H]

Thanks, but if the scanner mechanism is damaged what does resetting or rebooting the printer help with? Any idea what may cause this kind of issue?

--

BR, Lars

[Kumar0307]

@Lars_H

A hard reset on the printer resets all the components inside the printer. This sometimes helps to resolve this issue.

It also drains any static power in the printer board.

This may occur if there is a power surge or if the glass is broken or mechanical/electrical failure inside the unit.

The exact reason for this issue can be told by the service technician after checking the unit. It is a hardware failure and no other steps can help. 

Keep me posted for any other assistance.

[Lars_H · Accepted solution]

Problem solved. It seems like it was a software issue after all. This is how I fixed it:

1. Power off for 5 minutes (problem remains)
2. Factory reset and downgraded firmware to original version.
3. Power off for 5 minutes.
4. Working!
5. Upgraded firmware to 2113B + reboot (toggle power)
6. Still working!

[aquemada3]

How do the factory reset and downgrade the firmware to original version your HP PRINTER?

[Kumar0307]

@Lars_H

Glad to know that you were able to resolve the issue. Keep us posted for any other assistance.

[Lars_H]

It's obvious a firmware issue and it seems like whole lot of other people have similar problems. I think it would benefit all if you could report this flaw to the devs, R&D or whatever you call them.
--

Thanks in advance!
Lars.

[Kumar0307]

@Lars_H

Yes, I will forward this case to the respective team in HP. Thank you.