Scanned documents show with multiple coloured stripes

[HelHowell]

This is actually my Dad's printer, but he struggles with fixing technical problems. He sent me an email attachment today to show me the problem. The page is striped with various shades of green, blue and purple, which should not be there. Does anyone know what the issue might be. I will have to apply any fixes, as Dad won't cope. ( *sigh*)

[Dvortex · Accepted solution]

Hello, @HelHowell – Hope you are well 🙂
 

Allow me to welcome to HP Support Forums! It is a great platform to get help from the community, get suggestions and find what has worked for others.

Going through your post it looks like a scanner issue with your dad’s Envy printer. 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.

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

Good luck 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!​​​​​​​

[HelHowell]

 Hi,

Thanks for your advice, did exactly what you said and it did the trick.

Scanning as it should be. One happy Dad!!

Thanks again for your help.

[Dvortex]

Hello @HelHowell

Great stuff! Glad to know that you were able to fix the issue for your Dad!

Visit us again if you have any concerns!

Thank you again and may you also have a great day and even better tomorrow!

[WaZ2]

Hello @Dvortex, - need you assitance.

Starting in February 2017 I got colored stripes - only from Scanning & Paper-Coping & Paper-Faxing - with a HP LJ Pro 200 color MFP 276nw .

The machine/mfp printer did the job for 2y and 2m perfectly. Then, beginning of February 2017, - I guess - fimware update to version 20150212 happend.

Thereafter scanning,  (paper) copy and faxing (both automatic feed and flatbed scanner) produces colored stripes.

Printing and receiving faxes is perfect. Sending faxes from PC is perfect.

I tried to switch off/on; I followed your advice give here; I reinstalled the firmware, run HP doctors, reset to factory, .... : it helps for 1-2 days only. Suddenly the stripes occurs again - and you never know when it starts again.

The machine is connected (in Germany) directly to a wall outlet (since ever!), no additional surge protectors, no additional power cords.

Do you have any advice ?

If this is a problem with the firmware, where to find a former version (before 20150212) ?

Thanks in advance.

Here a example:

[Dvortex]

Hello, @WaZ2

Thanks for reaching out!

I went through your post, and it is not an issue with the printer firmware. It looks like an issue with the scanner mechanism on your LaserJet printer.

You have already performed all the required steps to try and fix the issue. I will simply suggest to keep the printer unplugged for few hours and check.

If the issue persists, then please contact the HP phone support for possible printer service.

You can visit http://www.support.hp.com/contact-hp and fill in your product details to get the tech support number.

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Good luck 🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[WaZ2]

Thanks for commenting on this issue.

I followed the steps to contact phone support. I got through steps (1) and (2) and than HP informs me that since the machine is out of guarantee/warranty HPs does not provide phone support. HP is offering a paid call support (where I need to explain the problem and potentially HP will help) or a refurished machine for a price which is 2/3 of a new printer.

It might be a correlation in time beween the firmware update and the apearance of coloured stripes during scanning and printing. Additionally, this point in time correlates pefectly with the end of HPs guarantee/warranty.

It is easy to discover that these colored stripes are a problem across the world in many HP LaserJet models; not only in HP forums, there is even a Youtube entry about that - already published on Feburary 4th, 2015.

HP knows about that problem since years.
I'm disappointed about how HP is approaching me as cutomer.

Thank you very much for your personal assistance.

[Dvortex]

Hello, @WaZ2

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post serial numbers and case details.

If you are unfamiliar with how the Forum's private message capability works, this post has instructions.

[WaZ2]

Please accept my thanks.

I'll inform in case some HP agent will contact me ... after four weeks of posting in HP forums, I do not believe this is going to happen anymore.