hp 7610 scanner A3 problem

[HenryTian]

I just have bought a HP officejet 7612. It does print well. It also works well when I scan A4 size.

But when I try A3, the scanner has a problem. Sometimes it can complete the scanning and transfer the data of picture to my computer, but the picture is not correct and a small part in the middle always shows twice while a small part can not be scanned. Sometimes the device just returns an erro message "can not scan copy and fax" and I can do nothing but restart the machine. (Please see the attached picture.)

I have tried the following methods:

1. uninstall and reinstall the driver

2. change to another computer

3. do semi reset 

4. tried the "HP pring and scan doctor", the device can be found but can't be connected.

The problem still exists. I didn't try the full reset since it may be dangerous during the process.

After watching the scanner working carefully, I noticed that while doing A3 job, the scanner must scan twice. On the second scan, the lid might not reach the right position. That's why there appears a duplicated part and a missing part.

Can anyone give me any suggestions to fix it?  Many thanks for your help!

[HenryTian]

here is the scanned picture

[atharva_gp]

@HenryTian,

Thank you for reaching out to the HP Support community!

• How is the printer connected to the computer? Wired or Wireless?
• Do you face the same issue while copying on A3?
• When you say semi-reset, does it mean you have performed a full factory reset from the printer control panel?

Let's try these steps:

• Make sure this printer is plugged into a direct wall, not a surge protector.
• Update the printer firmware
  • Refer to this link to update the printer firmware.
  • Once the firmware is updated, try to scan
• If the printer is on a WiFi network, try restarting the Router, Printer, and Computer in this sequence and try scanning.
• If the printer is connected using a USB cable, make sure the cable is directly plugged into the computer
  • Do not use any USB hubs
  • Try using a different USB port

Let me know what happens.

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[HenryTian]

Thanks for the help!

1. I tried connecting the printer both wireless and USB. There appears to be the same problem.

2. It has the same issue while copying A3.

3. With Semi Reset, I unplug and plugin while holding the power botton, reveal the hidden menu which include full reset, semi reset, partial reset and etc.

I also tried along with your suggestions. But I found the firmware is the latest one and the machine does not allow me to updated the firmware.

I reset all my networks but the issue is still there. 

I believe the issue is cause by wrong movement of the scanner bulb. Especially on the second move of the scanner bulb while scanning A3, the scanner bulb does not reach the right position. Is there any way to adjust the movement of the bulb while scanning?

[atharva_gp]

@HenryTian,

I think this could be an issue with the scanner component.

I would request you to contact our HP Support Team for Service/Replacement/Upgrade options.

Click on this Link to contact HP.

Cheers!