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HP LaserJet Enterprise MFP, HP LaserJet Managed MFP - Lines or streaks when copying or scanning from the automatic document feeder (ADF)

Lines or streaks appear on copies and/or scans in the same direction that the paper feeds (both short-edge and long-edge orientation) when copying and/or scanning from the automatic document feeder (ADF). Lines or streaks might be visible on the front and/or the back side of the page.

Copies and/or scans from the flatbed glass look normal. Printed pages also look normal.

The lines or streaks might be black or in color, and can also be present on fax or digital send output when using the Scan to Network Folder or Scan to Email features (for example).

Note:

If you request on-site service from HP to resolve this issue, please be aware that cleaning the ADF/scanner glass is not included in HP's warranty services and will be billed on a time and materials basis.

The only exception to this is if a brand-new device is exhibiting these symptoms.

Cause

This multifunction printer uses two separate pieces of glass (ADF glass) when making copies or scans through the ADF, one for the front side of the page, and one for the back side. HP has determined that 99% of all lines and streaks on copies made by feeding the original documents through the ADF are caused by debris on the ADF glass.

Debris can include dust, paper or toner dust, residue from sticky note adhesive, correction fluid or tape, ink, fingerprints, and more. Even the tiniest of specks can cause the light reflected off the original to be distorted, resulting in a line, streak, or smudge on copies or scans made from the ADF.

Applicable printers

This document applies to HP printers with A3 and/or Flextronic scan modules that are listed below.

To troubleshoot lines and streaks for other HP LaserJet MFPs (that are not listed below), refer to the following document:

HP LaserJet Enterprise MFP, HP PageWide Enterprise MFP, HP Managed MFP - Vertical lines or streaks when copying or scanning from the ADF

Note:

This document does not apply to all of the HP LaserJet Enterprise MFP M525, M575, M725, or M775 models. It applies only to the Flow models mentioned below.

  • HP LaserJet Enterprise flow MFP M525c

  • HP LaserJet Enterprise MFP M527z

  • HP LaserJet Enterprise color flow MFP M575c

  • HP Color LaserJet Enterprise MFP M577z

  • HP LaserJet Enterprise Flow MFP M630z

  • HP LaserJet Enterprise MFP M630 series

  • HP LaserJet Managed MFP M630 series

  • HP Color LaserJet Enterprise Flow MFP M680z

  • HP Color LaserJet Enterprise MFP M680 series

  • HP Color LaserJet Managed MFP M680 series

  • HP LaserJet Enterprise flow MFP M830 series

  • HP LaserJet Managed Flow MFP M830 series

  • HP Color LaserJet Enterprise flow MFP M880 series

  • HP Color LaserJet Managed Flow MFP M880 series

Solution

In many cases, debris is not readily visible, can be very easy to miss, and might not be removed with just a quick wipe. A soft, lint-free cloth moistened with water is usually sufficient to clean debris, but more stubborn debris might require additional steps.

Follow the steps in the order presented to isolate the issue and properly clean the appropriate area in the ADF.

Step one: Determine whether the issue occurs when using the ADF glass or the flatbed glass

Follow these steps to determine if the issue occurs when using the ADF glass or the flatbed scanner glass.

  1. Make a blank copy from the ADF and mark it "ADF."

  2. Make a blank copy from the flatbed scanner glass and mark it "flatbed."

  3. Look at the blank copies for the presence of lines or streaks, and then proceed with one of the following actions based on your findings:

    • If the issue is visible on the copy marked "ADF," proceed to Step two: Clean the ADF glass and white strip on the underside of the scanner lid.

    • If the issue is visible only on the copy marked "flatbed," use a soft, lint-free cloth moistened with water to clean the flatbed glass and lid backing.

      Note:

      If needed, lens cleaner or nonabrasive glass cleaner can be applied to the cloth before cleaning the glass. Spray only onto the cloth and not directly onto the glass or printer. Do not spray water or glass cleaner on the glass as it can seep under it and possibly damage the printer.

      Do not use abrasives, acetone, benzene, ethyl alcohol, or carbon tetrachloride on the glass; these can damage it and/or leave residue on the glass resulting in degraded copy/scan quality.

      Flatbed glass and lid backing

      Flatbed glass and lid backing

Step two: Clean the ADF glass and white strip on the underside of the scanner lid

Follow these steps to clean the ADF glass and white strip on the underside of the scanner lid.

Note:

Dust might appear on the underside of the glass, but this cannot be cleaned and it has no effect on the copy or scan quality.

  1. Open the scanner lid and locate the one-inch strip of glass to the left of the main scanner flatbed glass.

    ADF glass and white strip

    ADF glass and white strip
  2. Use a soft, lint-free cloth moistened with water to clean the ADF glass. Some models use an upper ADF glass similar to the lower one. In this case, perform this cleaning step for both the lower and upper ADF glass.

    Note:

    If needed, lens cleaner or nonabrasive glass cleaner can be applied to the cloth before cleaning the glass. Spray only onto the cloth and not directly onto the glass or device. Do not spray water or glass cleaner on the glass as it can seep under it and possibly damage the printer.

    Do not use abrasives, acetone, benzene, ethyl alcohol, or carbon tetrachloride on the glass; these can damage it and/or leave residue on the glass resulting in degraded copy/scan quality.

  3. On the underside of the scanner lid above the strip of ADF glass, use a soft, lint-free cloth moistened with water to clean the upper white strip and metal strip (if applicable). In some cases, this is a glass strip similar to the ADF glass.

    Note:

    Do not scrub or use paper-based wipes as this can scratch the surface.

  4. If the white strip does not come clean, try again using isopropyl alcohol, and then wipe the surface thoroughly with a damp cloth to remove any residual alcohol.

  5. Dry the ADF glass and upper strip with a soft, dry cloth to prevent spotting and then try again to copy or scan.

    If the issue persists, continue to Step three: Isolate the location of the debris on the ADF glass.

Step three: Isolate the location of the debris on the ADF glass

Follow these steps to isolate the location of the debris on the ADF glass.

  1. Place a blank sheet of paper in the ADF and mark an "X" in the lower right corner (as shown below).

    Load a blank page with an "X" marked in the lower right corner into the ADF

    Load a blank sheet with an X marked in the lower right corner into the ADF
  2. Press the Start button to make a copy of the blank page.

  3. Place the copied paper face-up on the flatbed glass with the "X" located in the lower right corner (as shown below).

    Note:

    Make sure the upper left corner of the copy is aligned with the upper left corner of the flatbed glass.

    Place the copied page face-up on the scanner glass with the "X" in the lower right corner

    Place the copied page face-up on the scanner glass with the X in the lower right corner
  4. Follow the line or streak on the paper to the area on the ADF glass that is causing the issue.

    Follow the line or streak on the page to the area on the ADF glass strip

    Follow the line or streak on the page to the area on the ADF glass strip
  5. Use a fingernail to loosen any stubborn debris.

    Note:

    Use only a fingernail. Other objects can scratch the ADF glass.

  6. Clean this specific area on the ADF glass again and then dry it with a soft, lint-free cloth.

    Clean and dry the area on the ADF glass

    Clean and dry the area on the ADF glass
  7. Try again to copy or scan.

If the issue persists, continue to Step four: Clean the duplex scanner glass.

Step four: Clean the duplex scanner glass

To clean the duplex scanner glass, remove and clean the Side 2 Background Selector, and then clean the Scan Module Glass.

In addition to the steps below, you can view the following video of how to clean the Side 2 Background Selector.

  1. Release the latch and open the ADF jam-access door in the scanner lid.

    Open the ADF jam-access door

    Open the ADF jam-access door
  2. Remove and clean the Side 2 Background Selector.

    1. Unlock the Side 2 Background Selector by pressing and holding both green tabs inward towards each other.

      Release the Side 2 Background Selector

      Release the Side 2 Background Selector
    2. While holding the green tabs, pull out and remove the Side 2 Background Selector.

      Remove the Side 2 Background Selector

      Remove the Side 2 Background Selector
    3. Rotate the top to reveal the white and black backside reflector (circled in blue).

      Locate the backside reflector

      Locate the backside reflector
    4. Use a soft, lint-free cloth moistened with water to wipe clean the white and black areas on the backside reflector.

      Note:

      If the white and black areas do not come clean, try again using isopropyl alcohol, and then wipe the surface thoroughly with a damp cloth to remove any residual alcohol. Dry the area with a soft, dry cloth to prevent spotting.

      Clean the backside reflector

      Clean the backside reflector
  3. With the Background Selector removed from the ADF, clean the inside of the scan module.

    1. In the back of the area where the Background Selector was removed, locate the Side 2 Scan Module glass under the top area.

      Note:

      The glass surface of the Side 2 Scan module sits horizontally flat and might not be easily viewable.

    2. Use a soft, lint-free cloth moistened with water and apply pressure upwards behind the rollers to clean the Side 2 Scan Module Glass, making sure that the entire width of the glass is cleaned from left to right.

      Note:

      If needed, lens cleaner or non-abrasive glass cleaner can be applied to the cloth before cleaning the glass. Spray only onto the cloth and not directly onto the glass or device. Do not spray water or glass cleaner on the glass as it can seep under it and possibly damage the printer.

      Do not use abrasives, acetone, benzene, ethyl alcohol, or carbon tetrachloride on the glass; these can damage it and/or leave residue on the glass resulting in degraded copy/scan quality.

      Clean the Side 2 Scan Module

      Clean the Side 2 Scan Module
    3. Dry the scan module gently with a soft, lint-free cloth.

  4. Reinstall the Side 2 Background Selector.

  5. Close the ADF lid and then try again to copy or scan.

Advanced troubleshooting

If the steps above do not resolve the issue, try one or more of the following advanced troubleshooting steps:

  • Power cycle the printer. See the User Guide for detailed instructions.

  • Clean the pick-up rollers. See the User Guide for detailed instructions.

If thorough cleaning does not resolve the copy/scan issue, the scanner assembly might require service. Contact HP Support.

Tips to ensure quality copies and scans

Use these tips to ensure quality copies and scans:

  • Make sure you are not using a third-party scanning software as these can cause line or streak symptoms. If so, contact the third-party software vendor.

  • If using HP scanning software, make sure that there are not multiple imaging devices installed on the computer. HP does not recommend multiple imaging devices on the same computer (to avoid software conflicts).

  • The firmware version can affect the performance of the scan head. Always make sure the printer has the latest firmware version installed.

    To download the latest firmware version for your printer model, go to http://support.hp.com/drivers, search for the printer model, expand the Firmware section, and then click the Download link next to the latest firmware version.


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