Scanner not scanning

[maisy667]

When i try to scan on the tray its only scanning around 1 inch of the paper and leaves the rest blank. if i scan on the flatbead it scans it all. please can someone help me to resolve the issue. my printer is only 5 months old!

[greenturtle]

Hi,

Thanks for using the HP Support Community.

Was the FULL feature software installed?

If not, these resources will show you how:

HP Officejet Pro 8700, 6900 series Setup Wizard

Installing the Software for HP Officejet Pro 8730

(select 8710 instead of the 8730)

After successfully installing the FULL feature software, check out these resources for scanning using the Automatic Document Feeder (tray) as you need to select the correct source:

HP Officejet Pro 8710 / 8720 /8730 /8740 : Copy & Scan a 2 sided document using the ADF

HP Officejet Pro 8710/8720/8730/ 6960 /6970 series : Scan & save as individual PDF files

Save to a designated folder – can change the default scan name as well.

For more scanning tips, click here.

Hope that helps!

[maisy667]

HI. 

thank you for the reply.  the full softwear was installed. 

when im useing the HP Scan on the document feeder, its just coming up with a blank page.. see below.

however wehn i go into devices and printers, right click, then clock start scan, it works (on the document feeder). 

(i need them saved as PDF for my work so going into the devicers & Printers to scan although it works i need to use the HP Scan)

[greenturtle]

Hi,

In the HP Scan software, was the Source set as "Use document feeder if loaded"?

Thanks.

[maisy667]

hi, 

yes it was selected.

[greenturtle]

Hi,

Were you trying to scan JPEG or TIFF?  The ADF will not work with photos, you need to use flatbed scanner for that.

The ADF will pull in documents if the setting is "Save as PDF".

Thanks.

[maisy667]

HI, 

it was selected as a PDF, it fulls the sheet through, but only the information from the top 4 cm only comes out 

[greenturtle]

Hi,

Can you try a copy job from the ADF and see if it's producing the same result - copys the first 4cm only?

If it is, then it's likely the ADF scanner is defective.

Contact HP for support if the printer is still under warranty.

https://support.hp.com/us-en/checkwarranty

http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

Thanks.

[maisy667]

hi, 

if i use the ADF it scans the whole document  its only on the document feeder that scanns the first 4 cm 

[greenturtle]

Hi @maisy667

Spoiler

if i use the ADF it scans the whole document  its only on the document feeder that scanns the first 4 cm 

ADF = Automatic Document Feeder.

So you're referring to the Flatbed Scanner?

Can you try to do a copy job to see if it produces the same result (copy 4cm only), if it is, it's likely the ADF scanner is defective.

Thanks,