11-10-2019 07:00 PM - last edited on 11-11-2019 04:03 PM by Cheron-Z
I am having the same problem. I have tried pulling the power cord out, while machine is turned on and the problem still occurs. I must admit I got 50 pages into a 60 page scan before it happened again.
We are running windows 10.
Any help would be appreciated.
11-12-2019 05:51 PM
@Anita18 Welcome to HP Community!
I suggest you start with aligning the printer using the below steps:
Aligning the printer via the printhead can resolve errors:
On the printer control panel, swipe down to open the Dashboard, and then touch the Setup icon .
Swipe up on the display, and then touch Printer Maintenance.
Touch Align Printhead, and then touch Continue.
An alignment page prints.
Print a Print Quality Diagnostic Page, and then evaluate the results.
Load plain white paper in the input tray.
On the printer control panel, swipe down to open the Dashboard, touch the Setup icon , swipe up on the display, touch Reports, and then touch Print Quality Report.
A Print Quality Diagnostic Page prints.
FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE & SKIP TO STEP 11 ONWARD
(By the end of this article all the issues should be resolved)
Upgrade the printer firmware using the steps from this link: click here
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.
I am an HP Employee
11-13-2019 08:12 PM
I have tried your suggestions of realigning the printer. No joy I am afraid.
After accidentally leaning on the top of the feeder cover for the scanner, I realised that the problem stopped. So I have now placed a "weight" on top of it. This seems to have fixed the problem. I did about 2 hrs worth of scanning and with the weight on the printer it only split the pages once. So by applying pressure to the top of the feeder, it now seems to work. Maybe this suggests a roller problem ? ?
11-14-2019 02:01 PM
@Anita18 You are right about this being an issue with the roller, considering it works fine when a weight is placed on the top, although it's temporarily fixed the issue, I wouldn't recommend you to continue using the same workaround, instead, I suggest you talk to HP support and discuss your options, follow the below steps to get started:
1) Click on this link - http://www.hp.com/contacthp/
2) Click on Sign-in or select the product using the below step:
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!
Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from,
here's how private messages work: Click here for details.
If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.
I am an HP Employee