01-26-2020 04:40 PM
just purchased printer has the latest firm ware tried disconnecting power and restarting
why is the bacground colour still yellow
and yes the glass is clean and it happens flat bed and feeder no issues with printing
01-29-2020 10:57 AM
@bobryan1968 Welcome to HP Community!
I understand that you are getting a yellow background while scanning.
Do not worry. I will try to fix the issue.
It's a pleasure assisting you in finding answers to your technical queries.
To provide you with an accurate solution, I'll need a few more details:
Are you facing the same issue while printing from the computer?
Have you tried scanning from a different application?
Are you facing this issue after an update?
Try to make a blank copy and check if you are facing the same issue?
Have you tried any troubleshooting steps on your own?
I suggest you do a Hard Reset
(1) Turn the printer on, if it is not already on.
(2) Wait until the printer is idle and silent before you continue.
(3) With the printer turned on, disconnect the power cord from the rear of the printer.
(4) Unplug the power cord from the wall outlet.
(5) Wait at least 60 seconds.
(6) Plug the power cord back into the wall outlet.
NOTE: HP recommends connecting the printer power cord directly to the wall outlet.
(7) Reconnect the power cord to the rear of the printer.
(8) Turn on the printer, if it does not automatically turn on.
The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
Update the firmware for the printer using this link:https://ftp.hp.com/pub/softlib/software13/printers/oj7720/1909b/OJ7720_1909B.exe
Keep us posted,
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Have a great day!
01-29-2020 12:36 PM
Are you facing the same issue while printing from the computer? - NO
Have you tried scanning from a different application? i'm scanning with HP smart i have the same issue when i copy direct on the printer
Are you facing this issue after an update? - i have had the issue since i purchased the printer 2 weeks ago
Try to make a blank copy and check if you are facing the same issue? - yes
Have you tried any troubleshooting steps on your own? tried the limited troubleshooting on HP Smart
I have done a hard reset and the firmware was updated 2 days ago
01-29-2020 03:41 PM
Thank you for the update.
In that case, I would suggest you contact our phone support. They will help you.
Here is how you can get in touch with phone support.
1)Click on this link - www.hp.com/contacthp/
2)Select the product type.
3)Enter the serial number of your device or select let HP detect your product option.
4)Select the country from the drop-down.
5)You should see the HP phone support number or Chat option listed.
Have a nice day!!