Paper jams during double sided scanning!

[AlexGM59]

I've had my printer for over six months and just a few days ago it started having paper jams during double sided scanning.  There is no problem when I'm scanning documents single side only.  Like many customers I purchased this printer for its ablity to scan double sided documents!  But it seems the warnings I recieved from friends about HP OfficeJets are proving to be true.  I need the double scanning capability for my homebased work.  I've followed the steps here for paperjams, cleaned all the rollers with distilled water and a lintfree cloth as directed.  Still doing the same thing!

What is the problem HP??

[Jeet_singh]

@AlexGM59,

Thank you for posting your query on HP Support Community,

Let's try these steps here: 

To clear a paper jam from the duplex area: 

1. Remove Tray 1 by pulling it out from the printer.

2. Open the duplex door (above where the tray was), by holding the center and pulling it towards you.

3. Remove any jammed paper.

4. Lift, push back, and close the duplex door.

5. Insert the input tray.

For more details, please refer to the User guide of your printer - Chapter 10 Solve a problem Page number 115 - Jams and paper-feed issues.

If the issue still persists, I would suggest you try to update the printer firmware. 

If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to install the latest firmware update on your printer from our HP support website. Alternatively you can also try to update the printer firmware directly from the printer control panel.

For more details on how to update, please use this link: HP Printers - Updating or Upgrading Printer Firmware

If the issue persists, I would suggest here is to do a hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

Now try to scan and check if the issue persists.

Please let me know if this resolves the issue, or if you require further assistance!

Please click “Accept as 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!

[Firedog1501]

Did you even read the post. The jam was during SCANNING, not printing. Paper will scan the first side and the second side and when it goes to exit, it jams. It seems like where it is supposed to exit, it jams like there is not enough room for the paper to go through.

[mediumbit]

Why all the advice available is about clearing jams and there is nothing about why they happen? In this case there was a precise question about jams occurring every time both sides scanning is tried and the reply was completely inadequate. The same happens to me and it drives me crazy.

[Riddle_Decipher]

@mediumbit I agree with that, here's what I'll need so I can provide an accurate answer to your query:

Note: Please ensure the complete product name/number for a quicker response from the community, as we need to know what we are dealing with to provide an accurate solution: 

Click here for steps on finding the information we need!

Remember: Do not share any of your personal information such as serial, phone number, email ID, etc.

Meanwhile, please check if the paper in use is supported by your printer by looking under printer specifications,

If the printer supports the paper type and size, we may have to clean the rollers, most likely the dusty rollers are stuck causing the jams and once cleared it should be fine.

P.S: Welcome to HP Community 😉

let me know how that pans out,

And the answer to the above question will help me, help you!

Keep me posted, and if any of the above questionnaires helped resolve the issue, 

Mark this post as an "Accepted Solution".

Good luck.

[mediumbit]

Dear Riddle_Decipher

Thank you for proposing to help. My device is an Officejet Pro 8718. I’m not sure I understand what you mean by “paper in use”. We are talking about jams occurring with any paper I put in the document feeder for double side scanning, generally rather thin. The problem never occurs with double side printing, whatever the thickness of the paper.

mediumbit

[Riddle_Decipher · Accepted solution]

@mediumbit Let me clarify, this seems to be a jam in the ADF, nothing to do with the duplexer as such, here's what you need to know:

Paper will scan the first side and the second side and when it goes to exit, it jams.

It seems like where it is supposed to exit, it jams like there is not enough room for the paper to go through. 

I suggest cleaning the ADF using the below steps:

Clean the plastic and glass strips inside the document feeder with a soft, lint-free cloth sprayed with glass cleaner.

NOTE: 

Some printers ship with a document feeder cleaning cloth. If you have the cloth, load it into the document feeder and start a scan job to clean the scanner mechanism.

1. Turn the printer off, disconnect the power cord, and remove the battery if your printer has one.

2. Depending on your printer model, open any top cover, document feeder tray, and scan document feeder cover.

3. Remove any debris such as bits of paper or paper clips from inside the document feeder.

4. Spray a soft, lint-free cloth with glass cleaner, then wipe the scanner glass and the white strip on the underside of the document feeder until clean, dry, and streak-free.

      CAUTION: 

   To protect the interior printer parts, do not spray the cleaner directly on or into the printer.

5. Completely close any covers and trays that you opened.

6. Reconnect the power cord, reinstall the battery if necessary, then turn on the printer.

7. Load the original document or photo, then try to scan. Make sure the original document or photo is in good condition and free of tears, creases, folds, staples, or tape.

If the issue persists, this could be a hardware malfunction.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[mediumbit]

Dear Riddle_Decipher, I was skeptical about your advice, having already cleaned every bit that was cleanable. Nonetheless, after following your instructions, when I tried both sides scanning again it worked. 

Thank you. 

I would like to click on "Accept as solution" but don't see it in your post. Perhaps it will appear after I click on "Post"

mediumbit

[Riddle_Decipher]

@mediumbit Thank you for the update,

I appreciate your time and efforts, 

I'm glad I could contribute to identifying and leading you towards the solution.

Thanks for honoring us by accepting our post as the solution, as it helps the community grow.

You can always click the "Thumbs Up" button to give me a Kudos,

Take care and have an awesome week ahead.