Scan only captures partial page

[Shell35]

When I scan, only 1/4 to 1/2 of the page is captured. The rest of the page is white / blank. This happens whether scan is initiated from the printer or from the computer. I have been through the troubleshooting in the HP Print and Scan Doctor tool, and it reports there is no problem. This is a wireless printer. Printing works great. Copying works great too - and I get the whole page printed out after it scans it. This has been going on for months now. I have had Windows 10 for over a year and never had an issue until a few months ago. Please help! 🙂

[TEJ1602]

@Shell35, Welcome to HP Support Community!

I appreciate your efforts in trying to resolve the issue, this could be an issue with connectivity or installed drivers, try the steps below-

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

Assign manual IP to the printer

The steps on how to set a manual IP address can be found here.

For the DNS servers please use 8.8.8.8 for the Manual Preferred DNS Server and 8.8.4.4 for the Alternate DNS server. These are Google’s public DNS servers

If the issue persists, try adding a TCP/IP port.

1. Print a Network Configuration Report from the Printer Settings or Wireless menu.
2. Right-click your printer, select Printer Properties, click the Ports tab and then click Add Port.
3. Select Standard TCP/IP Port, and then click New Port.
4. Follow the instructions to add a new port using the information listed on the Network Configuration Report.
5. Try printing.

Additionally, you can try uninstalling the printer completely and add built-in drivers. Here is how you can do it-

Delete the driver and root level and retry, follow the steps below: 

1) In Windows, search for and open Programs and features 

2) Select your HP Printer 

3) Select Uninstall 

4) In Windows, search for and open Devices and printers 

5) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’ 

6) Open up the run command with the “Windows key + R” key combo. 

7) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe”

8). Click on the “Drivers” tab 

9) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom 

10) Select Ok 

11) Select Apply and Ok on the Print Server Properties windows 

12) Close Devices and Printers.

Use this link to download and install the new driver. Configure the printer and try printing.

Refer to the document HP Printers - How to Scan (Windows) fro alternate scanning methods.

Hope this helps! Keep me posted. 

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