ScanJet Pro 4500 fn1 Black line Issue

[Kraut74]

So I have the black line issue everyone else is having with this scanner.  Someone posted there is a "Service Action Advisory".  Problem is, no one on phone support has a clue to what I am talking about.  This is terrible support for $800 scanner.  Anyone have any ideas how to get this resolved?

[Repairatrooper · Accepted solution]

Like this

If yes, tell the agent to refer to 

Service Action Advisory  c06463498

[Kraut74]

Yes, just like that.  Thank you

[Scrutator]

I don't know about the Service Advisory but I have been troubleshooting this today.  I believe the problem is  the connection of the ribbon cable to the lower, flatbed image sensor.  I opened mine up and found it to be surprisingly loose.  I have been fiddling with it today and when I do so, it changes the characteristic of the line, making it wider or narrower.  My black line was taking up about a quarter of the image at worst; now I have it down to about 1/2-inch wide at the edge of the paper.  Looking to find a thin piece of plastic to wedge in there to tighten up the connection.  Of course it's gonna be trial and error to get the positioning of the cable and the wedge just right.  A simple design flaw by HP that has ruined the reputation of an otherwise good scanner and finding a service center to fix it has proved to be tough in my area.

[Repairatrooper]

The service advisory is for replacement of bad units regardless of warranty status. Don't waste time trying to fix it, get it replaced.

[Scrutator]

Thank you!  The service rep didn't mention this at all and gave me three local service centers to contact.  One of them didn't do this type of repair at all and referred me to another, that could only do a limited type of service on the scanner.  Another didn't answer the phone and hasn't returned my call.  Would like to get this taken care of... For good!

[Scrutator]

I called HP again today and said I have a service advisory number to reference.  She said she didn't need it because she already had it.  Said that they're sending out a refurbished scanner and that I should probably get it tomorrow!  Thanks, Repairatrooper!