Scanner feed problem

[julianhiorns]

The scanner on this model has been unreliable from new. The problem has been that multiple page scans using the top feeder fail after the first page, returning the message that a document jam has occurred. Today I updated the firmware and Easy Scan version. Now, the scanner fails at the first page, returning the message that a document jam has occurred. When this happens, it then gets stuck in a loop - the printer display tells me there is a document jam even though no document is loaded. I click OK and it tells me to close the lid. The lid is already closed so I hit OK and it returns to the document jammed screen, 

[TEJ1602]

@julianhiorns, Welcome to HP Support Community!

If you have already performed the steps from the document HP Color LaserJet Pro M252, M274, M277 Printers - Paper Jam Error and the issue persists, it could be a hardware failure.

Please reach out to the HP Support in your region regarding the service options for your printer.

Hope this helps!

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!

[julianhiorns]

Thank you for your post. I don't wish to be negative, but my post states that the problem has become worse since a firmware update. Does this sound like a hardware problem?

[TEJ1602]

@julianhiorns

I understand your concern. If the steps in the document could not fix the issue, yes it could be a hardware failure.

Let me know if you need any 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!