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HP Officejet 7500A (E910a and E910c) Wide Format e-All-in-One Printers - Automatic Document Feeder (ADF) Does Not Pick Up Paper

Issue
When you scan, copy, or fax from the automatic document feeder (ADF), the product does not pick up any pages at all.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
IMPORTANT: You must follow these solutions in the order presented to resolve the issue.
Solution one: Check the paper in the ADF
Paper feed issues in the ADF might result from dusty, torn, wrinkled, wet, or folded paper in the ADF tray. The quality of the paper can also make a difference. Use only good quality paper that meets product specifications. Follow these steps to check the condition of the paper.
  1. Remove the stack of paper from the document feeder tray.
  2. Examine the condition of the paper, and then replace any ripped, dusty, curled, wrinkled, or bent paper.
  3. Make sure that the original is a supported paper type for the ADF.
      note:
    The ADF does not accept photo paper or carbon paper.
  4. Make sure that all the paper in the stack is the same size and type. Never load mixed types of paper in the document feeder tray. The product can only process one type of paper at a time.
  5. Reload the original document print side up in the document feeder tray. Slide the paper into the ADF until the Original Loaded message displays on the control panel.
      note:
    Do not load more than 35 pages in the document feeder tray. Larger stacks of paper can lead to pick problems.
  6. Try the task again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution two: Clean and inspect the ADF
Follow these steps to clean the ADF.
Step one: Clean the ADF rollers and separator pad
Dust or paper residue on the rollers or separator pad inside the ADF can cause paper feed issues.
  1. Gather the following materials:
    • A clean, lint-free cloth, or any cloth that will not come apart or leave fibers
    • Distilled, filtered, or bottled water (tap water might damage the product)
  2. Remove the stack of paper from the document feeder tray.
  3. Press the Power button () to turn off the product.
  4. Disconnect the power cord from the rear of the product.
  5. Lift the cover of the ADF, and then find the rollers and the separator pad.
      Figure : Location of the ADF rollers and separator pad
      Illustration showing locations of ADF rollers and separator pad
    1. ADF rollers
    2. Separator pad
  6. Lightly dampen a clean, lint-free cloth with filtered or distilled water, and then squeeze any excess liquid from the cloth.
  7. Use the damp cloth to wipe any residue off of the rollers and the separator pad.
    Figure : The ADF rollers
    Photograph of the ADF rollers
    Figure : The separator pad
    Photograph of cleaning the separator pad
  8. Dry the rollers and separator pad with a dry, clean, lint-free cloth.
Step two: Check the ADF rollers and gears
  1. With the ADF cover raised, press on the roller mechanism to make sure that it moves up and down smoothly and freely.
  2. Rotate the ADF rollers and gears to make sure that they turn easily and do not stick.
      Figure : The ADF rollers and gears
      Photograph of the ADF rollers and gears
    1. The rollers
    2. The gears
  3. Check the gears to make sure that none of the teeth are missing or broken.
    • If gears are missing or broken, continue to Solution four.
  4. Close the ADF cover.
  5. Reconnect the power cord to the rear of the product.
  6. Press the Power button () to turn on the product.
  7. Touch OK on the product control panel to continue the current task.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution three: Reset the product from the control panel
Perform a partial reset to restore the product settings to the default values.
  1. Write down any fax numbers and country/region and language settings stored in the product memory.
      caution:
    Resetting the product from the product control panel might remove all speed dials and other settings from the product memory.
  2. On the product control panel, touch the Right Arrow () to display the second navigation screen.
  3. Touch the Setup icon (). The Setup Menu displays.
  4. Touch the Down Arrow (), and then touch Tools.
  5. Touch the Down Arrow () twice, and then touch Restore Factory Defaults.
  6. Touch the Home button () to return to the main menu.
  7. Try the current task again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Contacting HP for service in all countries/regions except Asia Pacific.
If you completed all the preceding steps and your product still has an issue, service the product.
Check your product warranty to determine if your product is still under warranty, and then go to Contact HP Support to schedule a repair or replacement.
Repair fees might apply for out-of-warranty products.
Workaround: Load pages on the scanner glass manually
Your HP product can operate sufficiently by performing the desired task one sheet at a time. Follow these steps to load the document onto the scanning glass manually.
  1. Press the Power button () to turn on the product.
  2. Remove the stack of paper from the document feeder tray.
  3. Raise the scanner lid.
    Figure : Raise the scanner lid
    Illustration of raising the scanner lid
  4. Load one page of your original print side down on the right front corner of the scanner glass.
    Figure : Load a page on the scanner glass
    Illustration of loading on page of the original on the scanner glass
  5. Close the scanner lid.
  6. Touch OK to continue the current task.
  7. When the product scans, copies, or faxes the page, raise the scanner lid, remove the page, and then load another page on the scanner glass.
  8. Repeat steps 5 through 7 for each page of your document until the task is complete.

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