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HP PageWide Pro 700 series - Issues with document orientation in copy/scan workflow

Issue Description

When making copies from the scanner glass, the output is sometimes different from what the customer expects. Some examples are:
  • Small media copies end up in different locations on the output page, or the printer does not correctly recognize the size of the media.
  • When copying A5/Statement documents on A4 or Letter-sized paper, the user gets different outputs depending on which scanner source is used and how the original is loaded on the scanner (short edge or long edge first).
  • When copying a document from the scanner glass using the Fit to Page resize option, the content is occasionally rotated rather than enlarged.
  • When copying stapled documents from the scanner glass, the printer may incorrectly sense the page size.
Workarounds for these issues are provided below. Some of them will also be resolved by updates in the Spring 2018 firmware revision.

Copying small media from the scanner glass:

note:
Small media refers to paper sizes smaller than Statement/A5.
When copying small media from the scanner glass, the paper needs to be placed in the top-left corner of the scanner. The scanner has a sensor that determines page size based on the length of the left edge of the media. If the small media is loaded anywhere except in the top-left corner, the page size will be incorrectly set.
Below are examples showing different outputs when copying a 4 x 6 photo.
Long-edge first:
Load the photo face-down with the long edge aligned next to the scan bar as shown.
When scanning onto an A4 or Letter-sized paper, the output will be as shown.
Short-edge first:
The output is less predictable if the short edge of the photo is aligned against the scanner glass as shown below.
When scanning onto an A4 or Letter-sized paper, the output may have the photo in one of two places on the paper.
This issue will be resolved in the next major firmware revision (Spring 2018). The output will be as shown below, regardless of how the photo is placed on the glass (long-edge or short-edge first).

Workaround/Solution

HP recommends always placing small media on the scanner glass with the long edge (the top of the image) touching the scan bar.

Copying A5/Statement-sized documents:

When copying an A5/Statement document onto A4 or Letter-sized pages the user gets different outputs depending on which scanner source is used and how the original is loaded on the scanner glass (short-edge or long-edge first).
In the next major firmware revision (Spring 2018), two new settings have been added to the copy flow that allows the system to always place the content in the top left corner of the page independently of how the original is loaded on the scanner.

Workaround/Solution

For printers running on firmware releases before Spring 2018, when scanning A5/Statement-sized documents from the scanner glass that have portrait-oriented content, HP recommends that they be loaded with the short edge facing the scan bar. When scanning A5/Statement-sized documents from the scanner glass that have landscape-oriented content, HP recommends that they be loaded with the long edge facing the scan bar.
note:
When copying from the ADF the document is always loaded short-edge first, regardless of whether the content is portrait or landscape oriented.

Copying using the Fit to page option:

When copying a document from the scanner glass using the Fit to Page resize option to enlarge content, the content is occasionally being rotated instead of being enlarged.
To solve this issue, two new settings have been added to the copy flow that allow the system to sense the size and content orientation of the original document. These settings will allow the system to enlarge or reduce the original to fit on the selected output paper size. These settings will be included in the next major firmware releases (Spring 2018).

Workaround/Solution

For firmware releases before spring 2018, HP recommends always loading documents short edge first, regardless of the scan source (ADF or glass) or content orientation.

Copying stapled documents:

When copying stapled documents from the scanner glass, the printer occasionally sets the output to the wrong size due to stapled pages that have been folded back. This causes the printer to incorrectly sense the page size.

Workaround/Solution

Load stapled originals short-edge first on the scanner glass. This will help ensure that the correct page size is detected.

Product Numbers

The following products can exhibit the symptoms listed above:
Product models:
HP PageWide Pro MFP 772dw
W1B31
HP PageWide Pro MFP 772dn
Y3Z54
HP PageWide Pro MFP 772zs
Y3Z59
HP PageWide Pro MFP 777z
Y3Z55
HP PageWide Pro MFP 777zs
A7W97
HP PageWide Pro Managed MFP P77740dn
Y3Z57
HP PageWide Pro Managed MFP P77740dw
W1B33
HP PageWide Pro Managed MFP P77740z
W1B39
HP PageWide Pro Managed MFP P77750z
W1B37
HP PageWide Pro Managed MFP P77760z
W1B38

Serial Numbers

This issue is not constrained to a specific range of serial numbers.

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