thick vertical lines

[JeanneAUD]

When I make copies and scan documents, I get thick black horizontal  lines down the middle of the page. I have done all the cleaning of the rollers and screen as the HP help advised. However, it is still happening. Just did a firmware update and still not fixed.

[Riddle_Decipher]

@JeanneAUD

Welcome to the HP Forums,

We'll be with you until it's all sorted & beyond!

Here are a few steps to help you resolve the issue:

Step 1: Reinstall the print driver (Windows only)

If you cannot print color from a Windows computer, uninstall and reinstall the printer software. Skip this step if your printer is able to print in color.

1. Remove the printer from the devices list.

   For steps on removing the printer from the devices list, go to Uninstalling the Printer Software (Windows).

2. Go to HP Customer Support - Software and Driver Downloads, and then install the latest software for your printer.

Try to print. If these steps resolved the issue, you do not need to continue troubleshooting.

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE (Step 2 onward)

(By the end of this article all the issues should be resolved)

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us within 24 - 48hrs, and have a good day, ahead.

[JeanneAUD]

This troubleshooting stuff you linked and instructions you gave me doesn't fix the problem. I can print in color just fine, it's when I make copies is when I get the thick black horizontal lines down the middle of the page. 

[Riddle_Decipher]

@JeanneAUD

Vertical or horizontal lines or color bands are typically caused by fingerprints, smudges, dust, or debris on scanner parts, cartridge issues, or by power or calibration issues with the scanner mechanism. Clean the scanning areas and then reset the printer to resolve the issue.

Step 1: Clean the scanner

Fingerprints, smudges, dust, or debris on the scanner glass, under the scanner lid, or in the document feed slot can cause lines and color bands. Clean these parts with a soft, lint-free cloth sprayed with glass cleaner.

Read one of the following sections for steps to clean these components, depending on your printer type: Click here for further instructions.

Keep us posted, 

(We shall troubleshoot as a team, fight till the end and emerge - "victorious")

If you would like to thank us for our efforts to help you, 

 Feel free to give us a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution" button.

Have a great day!

[JeanneAUD]

I guess you didn't read my original post on all that I've done. I have cleaned the glass and all components 3 times. I ran the printer head alignment and cleaner 3 times. I have updated the drivers.  Still not corrected.

[Riddle_Decipher]

@JeanneAUD I did read your post and the reason I included that link is because it has more steps than just the cleaning of rollers, I'm glad you've done the rest of the steps too as you've mentioned now, and it looks like this is a hardware malfunction and I suggest you talk to HP support and discuss your options:

follow the below steps to get started:

1) Click on this link - www.hp.com/contacthp/

2) Click on "Continue as guest".

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!