Scanning produced only vertical lines (not like those reported by HP)

[annie_kay]

Dear community,

All of my scans now produce only colourful vertical lines, no part of the image or document is shown (sample included below). I have followed HP trouble-shooting advice for scans with vertical lines but none resolve the issue, albeit that advice was suggested when the scan contains *some* lines, not like the situation below. I updated the drivers, I tried on a Mac and Windows - what was previously working well just stopped working suddenly. Printing still works ok.

Looking forward to advice.

[Flower_Bud]

@annie_kay

Thank you for posting on HP Forums,

Flower_Bud is at your service.

As I understand, you're facing issues while scanning from your printer, 

No worries, as I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution:

Does this happen while making a copy?

When was the last time it worked fine?

Were there any hardware/software changes made?

Have you tried troubleshooting steps mentioned in the link: Click here? If not, I suggest you try those steps.

Once I have the rest of the information, I'll help you further,

Let me know,

Cheers!

[Gregg71]

I have done all the things that HP to do.  Clean the heads, un pluged and pluged.  Restarted computer and the 8600 Printer/scanner.

[annie_kay]

Hello, Thanks for your support, here are the answers to the questions.

Does this happen while making a copy?  Yes , also when making a copy

When was the last time it worked fine? In August/September

Were there any hardware/software changes made?  Only on the laptop/client side as far as I know (Firmware version: SCP1CN1827AR, FW Patch Version: 0)

Have you tried troubleshooting steps mentioned in the link: Click here? If not, I suggest you try those steps. Yes I have tried these steps but none of them have helped unfortunately.

Please advise, thanks.

[Raj1788 · Accepted solution]

@annie_kay

It looks like you were interacting with @Flower_Bud, but he is out for the day & I'll be glad to help you out. 

I'm Raj1788 & I'm at your service. 

The scanner bar is malfunctioning and this is a hardware issue with the printer.

I have sent you a private message, to contact HP Phone support depending on the product that cannot be shared in a public post.

Can you please check your inbox on the forums page for the private message.

Have a great day!