Scans are incorrect area

[Vinny42]

I'm trying to scan an A4 paper. If I use the A4 settings, a total of 5mm will be cropped from top and bottom. If I select "entire scan area", the scan area is correct vertically, but 5 mm of white is added on the side. In both cases, the HP software scales the finished scan back to correct A4 size.

Is there any way to make the scanner scan the correct area?

[Betty0610]

@Vinny42

Welcome to the HP Support Community.

Download, save, and install:

HP Scan Extended

• Place the item to be scanned on the glass oriented and placed correctly for your printer model
• Open the HPSE program
• Select the format in which you want to save the scan (left side of menu) (jpeg / pdf)
• Select the Page Size (right side)

For example:

Select "Auto Detect Size" to grab / cut-out one or more photos on the glass (or even from within a document page)

Select "Entire Scan Area" to grab everything on the glass

Select a particular page / paper size

• Select other options on the right side of the menu
• CHECK (select) Show Viewer After Scan
• Click on More to find more options / settings, including DPI
• When you are done selecting options, Click Scan
• Evaluate the output.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Vinny42]

Hi @Betty0610

Thanks for getting in touch. I tried the software you recommended, and the result is the same. This appears to be a bug, is it the first time HP hears about it?

[Betty0610]

@Vinny42

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

[Vinny42]

@Betty0610

I followed your instructions and tested. There's no change.

Isn't it clear that there is a bug in the scanner software? Specifically to do with the sizing. After all, when I select to scan the entire area, it does that with no problems.

I appreciate if you would raise this as an issue with the HP software development team. This all-in-one printer fails at the most basic function it should do: To correctly scan an A4 sheet of paper!

[Betty0610]

@Vinny42

It could be. Let's try scanning from the HP Smart App.

Here's how you can use it: https://support.hp.com/in-en/document/c04675142

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

[Vinny42]

Same problem. Are these two SW's sharing some of the same components?

[Betty0610]

@Vinny42

No, they do not. Let's try paint to scan here: Search Windows for paint, and then open the Paint desktop app. Click File or the menu icon  , and then click From scanner or camera.

You can also try scanning using Windows Scan: Search the Microsoft Store for windows scan to find and install this app.

Another method would be: Search Windows for fax to open the desktop app, and then click New Scan.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

[Vinny42]

Hi Betty

I contacted HP support as you adviced me in the PM. I used the chat option for this. The first person I spoke to did not understand the issue. I then got his manager on the chat, and after a lot of troubleshooting he understood the problem and agreed to elevate the issue another level. We produced many scan sample files to provide to the case.

Unfortunately the next level representative completely misunderstood the issue and gave a nonsensical reference to the user manual as justification to close the case. I could have easily pointed out the flaw in his reasoning and asked to be called on the phone so I could explain. But despite giving them two phone numbers to reach me on, I never got a call. The customer service representative claimed he could not get through on either of the numbers. (Everybody else does).

Now when I try to get back to them through the chat, they just disconnect. (There is nothing wrong with my internet connection, and there were no connection issues when we chatted the first time).

I have tried the phone support as well, and even though there is a choice for English support, the person picking up the phone speaks English so poorly it is mostly not possible to understand.

The low level of competence and customer service I have experienced with this issue is frankly shocking.

Please help by putting me in touch with someone competent who will take this issue seriously. Preferrably in a different location.