Pages are being scanned twice (from the platter, not the ADF)

[BaronVonJ]

I'm using the Scan-to-Computer function from the devices touchscreen. I am NOT using the SMART app either on my phone (seems like no autocrop option) or on my desktop (not in the same room so I'm not walking back and forth for it). I do have the full desktop Software-Utility > HP ENVY Photo 7800 All-in-One Print and Scan Driver and Accessories  installed (which I think was needed to setup Scan-to-Computer function on the device). It's been a month or so since I scanned anything but it worked fine previously.

Today when I'm scanning, every page starting with the second page is scanned twice, and sometimes a single-page document scans twice. I see the dialog to finish scanning or add a page for half a second then the screen goes back to "scanning .." and I hear the scanner motor engage a second time while it physically scans the page a second time. When I have scanned all pages and touch the button to finish scanning, the correct number of physical pages is displayed (# items have been sent to computer ...) but the PDF on my computer indeed has duplicated pages in it. This is not only doubling the time it takes to complete the scan, I then also have to waste time deleting those extra pages from the file, and it's extra physical wear reducing the useful life of my device.

I tried checking for a software update (says I'm up to date) and power cycled (power button > shut down > disconnect power cable, wait a minute, reconnect cable, power button). No change.

[Jay_G24]

Hi @BaronVonJ,

I'd like to help!

I understand that printer scams document twice.

Try the below suggestions -

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 updating the printer's firmware -HP Printers - Updating or Upgrading Printer Firmware  

The crop option is available only when scanned from the computer.

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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

Click the “Yes" on the bottom right to say “Thanks” for helping

[BaronVonJ]

Hi Jay,

I didn't receive the email notices of your reply. Both the things you suggested (firmware update and disconnect power cable for a minute) were stated in my original post as things  already tried. I stopped using the scanner until I could get help, and I was just about to open a support case so I tried scanning again today and it seems to be working normally now. I will go straight to a support case next time it happens.

[Jay_G24]

I am glad the issue is resolved.

 If you need further assistance feel free to reach out to us.

Have a great day ahead!

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

Click the “Yes" on the bottom right to say “Thanks” for helping!