Strange wavy streaks when scanning or copying with HP Officejet Pro 8720

[GoodMorning]

When scanning a document with grayscale graphics or color photos, or when copying such items, I get strange wavy streaks on the image. When printing from a computer, these streaks do not appear.

It appears to be electrical related, because the streaks are wavy like there is some kind of interference in the signal.

I purchased the printer from Amazon, and they sent me a replacement but it's also doing the same thing.

Steps I have tried to fix it:

1. Unplugged it from surge protector and plugged it directly into the electrical outlet on the wall.

2. Updated the firmware.

3. Reset the printer by unplugging, holding the power button for 60 seconds, and plugging it back in.

4. Worked on scan settings on the computer (but the problem is with copying too).

5. The problem is not caused by dirt on the scanner, because the lines are not necessarily vertical.

Any ideas? Do the other Officejet Pro models have better scanning and printing quality? Our old 8620 that we used the last 3 years was much better quality with both scanning and printing. Are the new ones just that much worse, or are these flukes? Can anyone that has an 8720 (or any 8700 series) comment on their quality with copying and printing?

Here are a couple examples:

This should be a smooth gradient from medium blue to light blue in the background.The wavy streaked part here should be medium gray.

[Dragon-Fur]

@GoodMorning 

I have an Officejet Pro 8740 that can copy and scan without problems.

Running Windows 10 Pro V1809.  I have installed the Full Feature Software for the printer. 

That it works for me does not really help except to say the hardware is likely similar and generally one printer in the same series works like another.  There are lots of variables, including and not limited to:  Connection, ink type-age-levels, printer condition (clean, healthy, or in need of maintenance), Paper - Quality and condition.  

A couple of ideas...

If you are using the same outlet (getting back to your thoughts on the electric connection), consider moving the printer to a different outlet.  (Apologies you did that an I missed it.)

Check / Adjust the Copy Settings to see if that makes a difference.

EWS_8740_Copy_Settings_1

If you are using Webscan (under Tab Scan), set the resolution to no less than 300 dpi.

and / or

Scan Troubleshooting, presented in the order to be completed:

 Improving Scan Quality

Reference and Resources – Places to find help and learn about your Printer

Printer Homepage – “Things that are your printer”

Drivers / Software / Firmware Updates, Videos, Bulletins/Notices, How-to, Troubleshooting, User Guides, Product Information, more

HP OfficeJet Pro 8720 All-in-One Printer series

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[GoodMorning]

@Dragon-Fur

Thank you for the reply. I'd like to respond to some of your points.

1. The printer is 2 weeks old. The replacement from Amazon is 1 day old. Both exhibit the same problem, even when plugged into different outlets.

2. The problem is apparent with both scanning and copying, but not with printing. That eliminates quite a few variables.

   a. Since it happens with copying, it's not a problem with the computer software or connection.

   b. Since it happens with scanning, it's not a problem with the print part of things.

   c. It appears to be a problem with the way the printer is scanning the image. The problems are visible on the printed page and also on scanned files to the computer.

3. The printer is new, with genuine HP ink. Ink is not low. Paper is standard white printer paper.

4. I have adjusted the copy quality as you suggested, in the Embedded Web Server. Thank you for that tip, I didn't realize that setting was there.

5. With the Copy setting on Best quality, the wavy streaks are still there, but they are finer (closer together). I'm guessing that's because the scanning head is moving at a slower speed as it scans the page.

6. Scan resolution is set to the highest setting, 300 dpi.

7. I have followed the steps in the Scan Troubleshooting link, but they haven't fixed the problem.

8. We had an Officejet Pro 8620 for 3 years that copied and scanned without these issues, at the same location and with the same computers, outlets, etc. We had to get rid of it because the print head failed and the part was obsolete.

9. We have a new HP Officejet 5255 at the same location as a backup device. It exhibits the same problems with scanning and copying.

10. All 3 of these devices (2-week old 8720, 1 day old replacement 8720, and 5255) exhibit the same issues with scanning and copying anything other than black and white text. Any grayscale image or color gradient exhibits the strange wavy streaks when scanning or copying. Maybe the new HP scanning hardware is lower quality than it used to be? Maybe your 8740 has upgraded scanning hardware or better electrical shielding?

I took a photo of the one document with my phone. Here's the way the original piece looks that I'm trying to scan:

[GoodMorning]

@Dragon-Fur

Would you consider scanning something with background graphics on your Officejet Pro 8740, and posting an image of it? I would like to be able to compare the scan quality of your device to the ones we have. 

The best would be something with a solid color background, as those seem to be the ones giving us the most trouble. It's less noticeable on something like a photo.

If that's too much trouble, I certainly understand. I appreciate your help to this point!

Some more examples of scans from our Officejet Pro 8720:

Turned the original the other way on the scanner, and now the streaks are the other direction.

[Dragon-Fur]

@GoodMorning 

All our equipment is connected to large battery backup units - connected directly into battery backup to run during power outage or connected to the same units (without battery backup) to protect against surge / low power events.  Office outlets are all standard 20 amp circuits.  I realize we are breaking protocol by not connecting directly to wall outlets.  Personal choice based on our location and situation.

Scan at 200 ppi of a Snip (your image on the screen) >Saved to image file

No changes to Exposure.

Scan_Test_M203895_2

Scan test

Scan the saved "snip" Image file

Resolution 300

Set More > Image > Auto Exposure

Scan_Test_M203895_3

I would guess, based on the results, that my 8740 needs to be cleaned again.  Smiling.

Nonetheless, even using a snip-saved-file, I do not see the type of results you are getting.

You could try changing the Image color and resolution settings in the Scan software.

General Example (not from this test)

8740_Scan_Image _Auto-Detect-Color_1

New printers are under warranty. 

I might well be missing something and it is worth contacting HP Tech Support to ask for help.

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[GoodMorning]

@Dragon-Fur

First question... don't dragons have scales? 

But in all seriousness, thank you very much for doing these tests for me. It looks like there are some faint bands on your scan too, but they're likely caused by the way it printed rather than the scanning. At any rate, they're not like what I'm experiencing.

I normally have this unit on a large battery backup unit as well, but I plugged it directly into the wall outlet for the purpose of isolating the problem. It didn't help.

After 3 printers that are all exhibiting the same problem, I was beginning to wonder if all HP printers are now made this way. Your tests helped me realize that it's not normal.

I contacted HP Support, and their conclusion was that it must be a hardware problem. They offered to do a 45-50 minute troubleshooting process or suggested that I return the printer to Amazon for replacement. Since I've already done the troubleshooting steps available online, I don't think following their process would help me much. But I'm willing to try it if nothing else works.

My next step is to take this printer from my work office to my house and see if it makes a difference. Maybe something is wrong with our electrical service at work that's causing the issue. I might also bring our printer from home to work and see if it exhibits the same behavior. It's an Officejet Pro 6968. This will help me isolate if the issue is caused by something in our work environment, or if it's 3 printers in a row with the same scanner issue.

Thanks again for all the help!

[Dragon-Fur]

@GoodMorning 

You are welcome.

Dragons in our house have fur.  Smiling.

Good idea to test the printer in different locations.  This will accomplish the test for the power driving the device and might as well be a good test for the communication.  Scanning, when done between the printer and the computer (using software on the computer or sending the scan to the computer) requires a good connection to prevent odd packet losses and other interference.  

I do not have, nor have I ever used, your particular printer model.  Like most of our Expert team, we are home / home office based; the equipment we have is either our own or on loan.  I have to say (with the disclaimer that this is my personal opinion) that I like this Officejet Pro 8740 (loaner) even more than my trusty Officejet Pro 8630 (owned device).   While it proves absolutely nothing, I have not seen the results you are experiencing.

Good Luck.  I hope that something (anything) fixes the issue for your setup.

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[GoodMorning]

@Dragon-Fur

Here's an update. I took the printer home and tried it there, and it had the same issues as it did at my workplace. So that rules out the possibility of issues with the environment or electrical system.

Then I tried the same test on my home printer, and it also displayed the strange wavy lines.

I'm beginning to wonder if the problem is with copying or scanning glossy images. I don't think the older HP All-in-Ones had issues with that, but maybe something has changed.

That would explain the issues with the image with the blue background, but it wouldn't explain the issues scanning and copying the medium gray background. The one with the gray background is not printed on glossy paper, just regular printer paper.

I'm still baffled with this whole thing.

I think my next step is to make the drive to a physical Staples store, and see if I can test the copiers there to see which ones exhibit this problem.

[Dragon-Fur]

@GoodMorning 

Ah - could be "glossy" effect, I guess.

I rarely print on glossy paper and only for photos AND only using HP Advanced photo paper.

Regardless, what is important is what your printer is doing.

I admire your persistence.   This is true "administrator" behavior.  Not everyone is willing to work a  problem to this extent.  Smiling.  

"The truth is out there."

Thanks for keeping us updated.

Good luck.

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[GoodMorning]

@Dragon-Fur

Another note: I changed the scan settings to Auto Exposure, and this is the result:

So it improved the color a bit, but the wavy streaks are still there.

And on this one (which is supposed to be grayscale), I modified the scan settings to Auto Detect Color, so it switches to grayscale instead of color if the original is black and white. It's definitely a lot better, but the streaks are still there even in the black and white.

I also tried a copy of the Blue background photo above, in Best quality, and the streaks are much finer. However, I haven't found a way to improve the scan quality above 300 dpi. The blue background image above is the best I can get from it at this point.