Scanning via flatbed issues

[Anointed_7]

Good day to all,

I am a technician attending to a client's printer that was recently purchased and installed. As far as the drivers and setup, everything was successful and the client as well as other staff members were all able to print and scan. Scanning via the touch screen interface was successful as well as from the HP scan utility on the desktop. 

I recently got a call from the client yesterday, stating issues when trying to scan A3 paper via the flatbed. The document will scan but for some reason, it will be missing parts of the original document; it won't scan the full length and width of the document. This happens when scanning via the touch screen interface; "Scan to PC". Started to troubleshoot by using my MacBook Pro (person was using a desktop PC and using my device allowed me to be by the printer as well as not disturb the client from doing his work).

When I performed a scan on the A3 document via my Macbook, it did the samething. So I expanded (if I remember right) this "More Details" button which allowed me to select the size of the scan, which then allowed the full scan of the A3. I went to the client's desktop and scanned via the utility which gave a proper scan of the document. I then went back to the touch screen interface, to scan and oddly, the scan came out good. There is no option to select the size of the (as far as I saw) so I didn't adjust anything. I performed repeated scans and they all now came out proper. This was also affecting copying A3 documents since the scan was not taking the entire docment. I performed a copy and it now printed the entire document successfully.

To me, this was a bit puzzling cause all of a sudden, it is working fine now and I know I didn't do anything. So when troubleshooting another issue he had, I took staff member's laptop to test. I decided to test the scanning on the laptop as well with the A3 document via the touch screen, and the same issue occurred. Did the scan via the HP utility on the laptop produced a proper scan. Did the scan via the touch screen, and the scan came out good. 

So what I did was to get a letter size document to scan cause I established a theory which I wanted to test. Scanning the letter size doc, via Scan to PC on the printer produced, if you will, an A3 sized scan. The document scanned properly letter sized but there was like a white border around the document, making up for the missing part of an A3 sized document. I scan on the laptop via the HP utility and selected the size letter, performed the scan and it came out good. Going back to the printer to use Scan to PC produced a proper scan of a letter size pdf. I then put in the A3 and did the Scan to PC again and it did not produce a proper scan, which is the issue. Only the letter portion of the A3 document was scanned.

Conclusion:

Scanning via the tools on the PC, gives a successful scan. Whereas, scanning to pc via the printer touch screen interface gives the issue. If one person does a letter scan, then a second person does an A3 scan, the printer scans only the letter portion of the A3 paper. If someone does a letter scan after a previous A3 scan, the paper will be scanned but the extra portion of the A3, will be visible like a huge white border.

This to me as the technician addressing and seeing this issue is irritating (shocking but still irritating) and much more for those who actually use the printer to scan; so you can imagine the state of mind they are in whenever they attempt to do their scans and face this issue.

Did I overlook anything? Is there something that can be done to address this? Thanks 🙂

Spoiler

[greenturtle · Accepted solution]

Hi,

Thanks for using the HP Forums.

You are absolutely right, the "Scan to Computer" takes the setting from the last known scan setting from the HP software (utility).

No known workaround but this behavior is on most HP printers.

Thanks.

[Anointed_7]

If that be the case, this is something HP really should tweak in their HP printers.

If anyone else has a work around this please do let me know. Thanks again.