scan size

[morkers]

i have a HP OfficeJetPro 7740 but it will not scan 11x17 sheets

[Echo_Lake]

@morkers

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, to provide an accurate resolution, I need a few more details:

• Are you scanning from the printer Scanner bed, Computer or from Phone?
• What is the operating system?

Keep me posted for further assistance.

[ColinLay]

HP OfficeJet Pro 7740  wide format printer scanner using Windows 10 Pro x64.  I have used this scanner for several years to scan up to 12 by 17 inch documents on the flatbed.  The last time I used it successfully was on Jan 11, 2022 - 15 days ago.  Tonight, neither the HP scan utility, nor the scanning program I normally use, will scan anything larger than 8.5 by 14 inches.  Specifying "Maximum" scan size crops to 8.5 by 14. 

I have just checked the physical operation, and the scanner light no longer travels the full length of the flatbed.  It stops at the 14 inch mark.  I assume that that travel distance is under program control - ie. it stops there because it knows it is not supposed to [be able to] go any further.

Colin Lay

[Echo_Lake]

@ColinLay

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help. This seems like hardware related issue with the printer. Let's try these steps to resolve the issue: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till the warm-up period finishes and the printer is idle.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[ColinLay]

It turned out that when I turned my system back on the next morning the 7740 remembered that it had a 12 by 17 in scanning bed, and everything worked properly again.

BUT LOGGING ON to the support community did not work properly.

I had had to register for an account to get on to post my query, but I forgot to save my password manager record that evening.

No problem I THOUGHT

Just use the "forgot my password" facility.  I tried this several times, and each time the system responded that the password was saved successfully.

BUT, the moment I tried to log on, the system responded "Invalid user account or password"

Wait until next day and repeat.  (My wife's old trick - turn the system off, and start over.)  Repeat several days.

Until just a few minutes ago, when I found a different pathway to try logging on - and now I'm here !!!!!

I wish I remembered the exact sequence of how I got in this time.

[Echo_Lake]

@ColinLay

Thank you for posting back.

I am glad to know that you managed to resolve the issue.
 

Is everything working fine, or would you require any further assistance? 
 

Keep me posted!
Have a nice day ahead.