Scanner feeder does not and has never worked it just jams halfway through

[Wranglerxgirl]

My scanner feeder does not and has never worked it just jams halfway through. It seems to get the top of the page that is scanning caught on the lip of the flatbed as it goes around the roller and onto the flatbed scanner. This has been an issue since day one but I have been too busy to call and have just been scanning each page separately from the flatbed. It has now reached the point of being a problem because I have multiple pages I need to scan on a daily basis. Any help would be appreciated. 

Thank you

[Kumar0307]

@Wranglerxgirl, Welcome to the HP Support Community! I’m here to help.

I understand the automatic document feeder is not working properly.

Kindly perform the steps mentioned in this document -  Automatic document feeder does not pick paper or feeds too many sheets

Update the printer firmware

Click here to download and install the latest printer firmware from your PC.

Click here to know different methods of updating printer firmware.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[Wranglerxgirl]

Still does not pick up the paper. It was brand new and didn't pick up the paper either. I did not have it serviced because it has never worked brand new from the box. 

[Kumar0307]

@Wranglerxgirl

If you have tried the steps and the issue persists, I'm afraid this could be a hardware issue. Please reach out to the HP Technical Support team in your region regarding the service/replacement options for your printer. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

Keep me posted for any other assistance.

[Wranglerxgirl]

I will, thank you for the quick responses

[Wranglerxgirl]

So I have been trying to get a person to help but cannot get past the virtual assistant. I can also not find a phone number to call technical support can you help me with this please.

[Kumar0307]

@Wranglerxgirl

If the printer is out of warranty, you may not be able to reach the support team. In this case, you may upgrade the printer. You may visit Hp Store to check the available printers.

Click here to check the warranty.

Keep me posted for any other assistance.

[Wranglerxgirl]

It is out of warranty yes that must be why I couldn't reach anyone. It has not worked since the day I purchased it so it is definitely an issue with the printer brand new - an adjustment that I just fixed by taking a piece of packing tape and and covering the lip that the papers always get stuck on and cause the jam. So in case anyone else has this issue. Use packing tape to cover the lip so it doesn't get stuck. 

Thank you for your help the rest of the printer/scanner/copier works just fine 🙂 

[Kumar0307 · Accepted solution]

@Wranglerxgirl

Glad to know you made it to work. Keep me posted for any other assistance.