Prints fine. Scans and copies show nothing but black (or color) bars

[adambr3]

This is what a scan looks like using HP Smart and some third-party scanning software. Power cycling the printer does nothing. Copying a blank piece of paper does the same thing. The firmware is up to date. Help!

Blank scan

[sandytechy20]

@adambr3

Welcome to the HP support community.

I understand that you are getting copy quality issues, I am glad to assist you.

Check the scanner bar functionality: partially lift the scanner lid, and then press the Copy button or icon. If the scanner light does not illuminate or move across the glass then it should be a scanner issue.

Meanwhile:-

Perform a power reset, to recover from printer errors or failures.

1. Turn on the printer, 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. Wait at least 30 seconds.
5. Plug back the power cable straight to a wall outlet and printer without any surge protector.
6. Turn on the printer.

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

[adambr3]

I tried your solution. The scanner light comes on and moves across the glass (looks normal). The blank (black only) "copy" looks exactly the same—series of thick and thin black bars.

I unplugged for well over 30 seconds, then tried to do a scan using the HP app.

The issue is still present. I've attached screen captures of both a black-only prescan and a colour scan and a photo of what a copy looks like.

[sandytechy20]

@adambr3

Clean a flatbed scanner

1. Turn off the printer, and then disconnect the power cord.

2. Lift the scanner lid.

3. Spray a soft, lint-free cloth with glass cleaner, and then wipe the scanner glass, glass strip (if present), the white backing under the scanner lid, and the white strip under the lid (if present) until clean, dry, and streak-free.

   CAUTION: 

   To protect the interior printer parts, do not spray the cleaner directly on the glass or on the underside of the lid.

   

4. Reconnect the power cord, turn on the printer, and then close the scanner lid completely.

Clean the automatic document feeder (ADF)

If your printer has an ADF, clean it regularly to help avoid paper jams and quality problems.

1. Get a lint-free cloth and distilled water.

2. Remove the original document from the ADF.

3. Turn off the printer, and then disconnect the power cord.

4. Open the ADF cover.

   

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

   

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

7. Use the damp cloth to clean the paper pick rollers and the separator pad.

8. Leave the ADF cover open for two minutes to allow the rollers and pad to dry.

9. Close the ADF cover.

10. Reconnect the power cord, and then turn on the printer.

Refer to this HP document for further assistance:- Click here

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

[adambr3]

Thank you very much for responding. I’ve already cleaned it. If you look at the images I uploaded, it seems quite obvious that this is not a simple “dirt” issue. This is not about the odd bit of streaking or specks. This is clearly a hardware problem (a problem with the scanner/camera). Here is a post of a problem that appears very similar: https://h30434.www3.hp.com/t5/Printing-Errors-or-Lights-Stuck-Print-Jobs/Vertical-Lines-on-Scan-Copy...

[sandytechy20]

@adambr3

This seems to be a hardware issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.