Wrong content at the end of scanned pages when using dual-ADF

[Bergfex]

When I scan a stack of double-sided A4-papers via ADF, I have the following issue:

Both sides of the first paper are correct. From the second paper on, the second page of each paper shows at the end of the page a wrong content. It is the content from the end of the second page of the first paper. "Only" the last 10 millimeters of the second page are wrong. The rest of the page is correct.

Let me give an example which may make this clearer:

Assume that the footer of each paper which shall be scanned shows the text "Page X of Y". This text is within the last 10 millimeters of the pages. When scanning for example three of such papers, I would get the following result:

- Paper 1, page 1 shows "Page 1 of 6"

- Paper 1, page 2 shows "Page 2 of 6"

- Paper 2, page 1 shows "Page 3 of 6"

- Paper 2, page 2 shows "Page 2 of 6"     <-- -wrong! Content of paper 1, page 2

- Paper 3, page 1 shows "Page 5 of 6"

- Paper 3, page 2 shows "Page 2 of 6"       <-- -wrong! Content of paper 1, page 2

This happens only, if the scanning is initiated via touch. If the scanning is started via HP Smart App or via VueScan everything is okay.

Some additional information:

- I use A4 paper

- Paper-size is set to "Automatic", but I tried also A4

- Printer firmware version is the current version from 2020-11-03

- Connection to the network via Ethernet (WLAN disabled)

- I tried output formats pdf, jpg and tiff, all with the same issue.

- I scanned to NAS and via email (initiated via touch).

- Scanning from the glass works.

Is this behavior a bug or a feature? 🙂 Can someone reproduce this using the 9022e, or am I the only one having this issue?

Best regards

 Bergfex

[Jay_G24]

Hi @Bergfex,

I'd like to help!

I understand the scan from ADF comes out with the wrong content.

Let's try and uninstall the printer software from the root level on your PC and install the full feature printer software.

First, unplug the USB cable from the printer if present.

• Go to Control panel – Programs and feature – Select all the HP printer entries and uninstall them.
  • Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
  • Restart your computer.
  • Click the bottom-left Start button on desktop, type device manager in the search box and tap Device Manager on the menu.
  • Once in device manager, click on the view tab in the top & choose “Show hidden devices”.
  • Then from the device manager list, check the entries under “Printer” – If there are any entries, please right click and choose “uninstall” – In the confirm device un-install pop-up, make sure you select the box which says “Delete the driver software for this device". 
  • Also, check the entries under "printer queue" and "imaging devices" and repeat the same exercise. Delete any printer entry or any entry which says “Unknown device”.
  • Once done, close device-manger. Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.
  • Under print server properties, go to drivers - remove any entry there as well.
  • Again, go running window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
  • Once done you can try cleaning out your temporary files and cached files. You can try using automated applications like some cleaner software's that you can download from the internet.
  • Now restart your computer again.
  • Open the Run window again, type “services.msc” and press ok to get services window.
  • Scroll down to “Remote Procedure Call (RPC)” – right-click and go to properties. Make sure the service is started and startup type is “Automatic”.
  • Now scroll up and go to “Function Discovery Provider Host” – right-click and select properties – Change the startup type to “manual” and start the service.
  • Repeat the same exercise on “Function Discovery Resource Publication” as well
  • Windows image acquisition stop and restart the service 

And then reinstall the printer full-featured drivers from the software and drivers page

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Yes" on the bottom right to say “Thanks” for helping!

[Bergfex]

Hi Jay_G24,

Your help is highly appreciated. But  as I described above, the problem exists, if the scanning is started from the printer's touch panel. If it is started from Windows using the HP Smart App the scan result is correct. So, the Windows side works as expected. But when I scan into email or network drive via touch, I have the described problem.. In this process no Windows driver is involved.

Nevertheless, I followed your instructions with the expected result that the problem still exists.

In the meantime I updated from firmware 2020-11-03 to 2021-09-06 without any change.

Do you have any further ideas what to do to solve this? For me this looks rather like a firmware problem than a Windows driver problem.

[Jay_G24]

We can try printer restore and check if that helps-

To restore the printer to the original factory defaults

1. Touch or swipe down the tab at the top of the screen from the printer control panel to open the Dashboard, and then touch ( Setup ).

2. Touch Printer Maintenance.

3. Touch Restore.

4. Touch Restore Factory Defaults. A message appears stating that the factory defaults will be restored.

you will have to set the printer up again and then try scanning 

Let me know how this helps!

[Bergfex]

Unfortunately, that didn't help either. Any other ideas?

[ShlomiL]

Hi,

I would suspect the paper size settings, when scanning to Email click the gear icon and verify the settings there, ensure the paper size there is set for A4 and not for US letter.

For scanning to the computer I would assume you use WSD scanning, please clarify what EXACT steps are taken to scan, included the exact option name selected on the printer screen.

Right click the Start button and select Run.

Type Control Printers and press OK.

right-click your printer and select Scan Settings, there look for the scan profiles and select Edit Settings, ensure it is set the for A4 paper and not for US Letter, then check for any difference.

Note: you would see several scan profiles, be sure to verify the settings for all profiles.

Shlomi

Shlomi

[Bergfex]

Hi ShlomiL,

Thank you that you try to help. To make a long story short, your instructions did not solve the problem. But in detail...

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@ShlomiL wrote:
I would suspect the paper size settings, when scanning to Email click the gear icon and verify the settings there, ensure the paper size there is set for A4 and not for US letter.

I checked this and it is A4. I also changed this setting several times from A4 to US-letter and vice versa to burn it in for sure and forever 😃

I also checked the paper format in all scanner profiles. Some were indeed set to letter, but I didn't use them. Nevertheless I changed them to A4. Well, without success, the problem still exists.

Regarding your assumption that the paper size might be the problem: Initially my first thought was also that this issue could be caused by a wrong paper size. But in the meantime I don't believe that anymore for the following reasons:

• I have the problem "only" in the last 10 millimeters. The difference between letter and A4 format is larger (about 20 mm).
• A wrong paper size would affect every page. I see the issue on every even page from the fourth page on.
• The front side of a sheet of paper is correct, only the back side starting from the second paper is affected.
• A too small paper size leads either to a white stripe at the end of each page or to a cut off content. But it shouldn't be copied the content of a previous page into the current page.

---

@ShlomiL wrote:

For scanning to the computer I would assume you use WSD scanning,

---

With "WSD scanning" you mean to use the WSD scanservice from Microsoft, right?

Here I encountered something new. Depending on the scanner interface which I use I get a correct result or the same issue as I get when invoking the scanning from the printer's touch. I have the following scanner interfaces available:

• Microsoft WSD scanner service
• HP TWAIN driver
• HP WIA driver
• VueScan (not an interface, but a scanner software which implements its own drivers independently of Microsoft and the printer/scanner manufacturer)

Depending on which interface respective software I use I get different results:

• Microsoft WSD scan service (1): issue
• HP TWAIN driver (1): no issue
• HP WIA driver (1): no issue
• VueScan: issue
• HP Smart App: no issue
• via Printer's Touch Panel: issue

(Note 1: Here I used a scanner software which allows to select the interface, e.g Windows Fax & Scan which is part of Windows 10 or a PDF viewer like Adobe, Abbyy or PDF-XChange)

Hmmm, that looks like everything is fine when Windows HP driver/software is involved, and that the issue occurs when no Windows HP driver/software is involved. This reinforces me in my opinion that this is a firmware problem in the printer and not a problem on Windows side.

Do you have any other idea what I can try?

Greetings, Bergfex

[ShlomiL]

Hi Bergfex.

When scanning via Printer's Touch Panel, could you please let me know what exact details are taken?

Be sure to include the EXACT steps with each option selected and its exact name.

Also, please let me know the printer firmware version, click the Help icon (Question mark), select Printer Information and there you would find the Serial Number listed.

Shlomi

[Bergfex]

Okay, to your questions:

---

Also, please let me know the printer firmware version, ...

---

I encountered the issue at first with the firmware with build date 2020-11-03. I updated then to MANHHIPP1N005.2137A.00, build date 2021-09-06, which shows the same issue.

---

When scanning via Printer's Touch Panel, could you please let me know what exact details are taken?

Be sure to include the EXACT steps with each option selected and its exact name.

Okay. To reproduce the issue, please do the following:

• Insert at least two A4-papers in the ADF. The last 10 millimeters of each(!) page should show a different content to make the issue clearly visible.
• In the main menu of the printer's touch I select "Scan".
• I select "Email"
• I select for "To Email" the address book. (Local -> Individual Contacts). Four addresses are stored In the address book, I take the first one and press "Continue"
• I leave "Subject" empty.
• I press the settings button in the left bottom corner. The settings are:
  • File Name "scan"
  • Save As "PDF"  (I tried also jpg and tiff with the same issue)
  • PDF Encryption off
  • Color Format Color
  • Original Size A4
  • File Compression off
  • 2-sided Original: I change this from "off" to "on"
  • Resolution 300 dpi
  • Quality medium
  • Lighter/Darker normal
  • Orientation Portrait
• I press the return button.
• I press "Send". The scanner starts to scan the papers. I get an email with the PDF which shows the issue.

When scanning to a network drive I do:

• Insert at least two A4-papers in the ADF as described above.
• In the main menu of the printer's touch I select "Scan".
• Select "Network Folder"
• I configured two profiles "NAS single-sided" and "NAS double-sided", I select "NAS double-sided".
• The display shows "Save As PDF" and "File Name _scan".
• Just for information, when I press the settings button in the left bottom corner the settings are:
  • File Name "_scan"
  • Save As "PDF"
  • PDF Encryption off
  • Color Format Color
  • Original Size A4
  • File Compression off
  • 2-sided Original: "on"
  • Resolution 300 dpi
  • Quality medium
  • Lighter/Darker normal
  • Orientation Portrait
• I press the return button.
• I press "Send". The scanner starts to scan the papers. The PDF appears in the network folder, it shows the issue.

Some additional information: I configured the printer via the web interface. The issue happens always and it seems to be independent from the history. It happens when scanning directly after power on, directly after waking up, directly after printing, after scanning with scan glass, after scanning single-sided ADF => it is highly reproducible. I used the menu languages German and English.

Here is an example of what this problem looks like:

(see also here for a better background when viewing this image)

On the left side you see the content of the pages as it is in reality (two papers => four pages), on the right  side you see the scan result with the issue on the last page. For clarity, only the end of the pages is shown.

Best regards,

 Bergfex