Scan output is a black

[Alison101]

Hi

I'm trying to scan a document to my PC from either the printer glass surface or the document loader but the result of the scan in both cases is a grey page with stripes from top to bottom.

I've looked at the forums for a few similar issues and have gone through the troubleshooting steps of re-installing the firmware and also unplugging the printer, but none of these have worked.

Would someone be able to help me?

[Dragon-Fur]

@Alison101 

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@Alison101 wrote:

Hi

I'm trying to scan a document to my PC from either the printer glass surface or the document loader but the result of the scan in both cases is a grey page with stripes from top to bottom.

I've looked at the forums for a few similar issues and have gone through the troubleshooting steps of re-installing the firmware and also unplugging the printer, but none of these have worked.

Would someone be able to help me?

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The description, except that the banding is black and white (and gray), does sound like it might be caused by

• Hardware - Scanning light is flickering?
• Communication - Scanning to the computer requires a solid connection.
• Power fluctuation - Scanning draws a lot of power - insufficient power (for whatever reason - power source or power supply in the printer) might result in odd black / rainbow scan images

Curious:

• Has the printer ever been able to scan?  In other words, has scan worked before this?
• Are you aware of any physical changes to the environment?
• Have you tried restarting everything (printer, computer, router)?
• Is the printer connected to a wall outlet (and not a surge protector)?

What to do?

Not sure - the description does seem to point to something physical...

Contributed by HP Dvortex

Partial Excerpt

This issue is either caused due to the scanner mechanism failure or some power related issues. The best way to tackle this issue to perform a power drain and connect the printer directly to the wall outlet. You can suggest these steps to your dad:
 

• 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 (This is important) 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 and then try making a copy.

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HP OfficeJet Pro 6960 All-in-One Printer series

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