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).
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.
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.
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
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
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.
Follow these steps to determine if the issue occurs when using the ADF glass or the flatbed scanner glass.
Make a blank copy from the ADF and mark it "ADF."
Make a blank copy from the flatbed scanner glass and mark it "flatbed."
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.
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
Follow these steps to clean the ADF glass and white strip on the underside of the scanner lid.
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.
Follow these steps to isolate the location of the debris on the ADF glass.
If the issue persists, continue to 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.
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.
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.