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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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‎11-14-2021 05:24 AM

HP Recommended
Product: Laser jet Pro 500 color MFP M570dn
Operating System: Microsoft Windows 10 (64-bit)

Hello,

 

when I load the scanner with paperwork to scan even it is just on page the scanner has trouble to load it. I cleaned already everything, I guess, so I have no idea how to solve this problem. If I push the paper by myself a little to  support, he will be able to get it and scan it as you can see in the video.

 

Does anyone have an Idea how to solve this issue?

 

 

Best,

Thomas

Category:
1 ACCEPTED SOLUTION

Accepted Solutions

‎11-14-2021 08:31 AM - edited ‎11-14-2021 08:33 AM

HP Recommended

The 2 grey rubber rollers on the top cover (when you open the top cover to the left)  remove them and clean in warm water, dry with lint free cloth, then install back and test. If it works that is temporary, you will need to buy new ones and replace them.

 

Screenshot from 2021-11-14 16_29_38.png

 

 

 

 




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3 REPLIES 3

‎11-14-2021 08:31 AM - edited ‎11-14-2021 08:33 AM

HP Recommended

The 2 grey rubber rollers on the top cover (when you open the top cover to the left)  remove them and clean in warm water, dry with lint free cloth, then install back and test. If it works that is temporary, you will need to buy new ones and replace them.

 

Screenshot from 2021-11-14 16_29_38.png

 

 

 

 




My profile on LinkedIn

1 person found this reply helpful
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‎11-14-2021 09:38 AM

HP Recommended

Hey, 

 

thank you for your advice.

 

https://www.prilux-shop.de/roller-service-kits/hp-roller-separation-adf-kit-fuer-laserjet-pro-m425-m...

 

should I buy something like that?

 

Best,

Thomas

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‎11-14-2021 10:16 AM

HP Recommended

If it feeds paper after cleaning then yes, you need to replace them. Try to get an original part, not a cheap copy those worn too soon.




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