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

Vertical lines or streaks appear on copies and/or scans when copying 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.

Note:

Some printers have different ADF scanners. For Flow models (M525c, M525cm, M527z, M575c, M575cm, M577z M575cm), or models M527, M577, M630, M680, M830, M880, E52545, and E57540, refer to the following document:

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

Cause

This multifunction printer uses a separate piece of glass (ADF glass) when making copies or scans through the ADF. 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.

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 below to isolate the issue and properly clean the appropriate area in the ADF.

In addition to the steps below, you can view the following video of how to resolve the issue when lines or streaks appear on copies when copying from 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 using the ADF and mark it "ADF."

  2. Make a blank copy using 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 in this document.

    • 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.

      The following video demonstrates how to clean the scanner glass and white 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 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.

  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 theX 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 or replace the Mylar strip (4345, M4345, 4730, and CM4730 models only), or go to the Advanced Troubleshooting section in this document.

Step four: Clean or replace the Mylar strip (4345, M4345, 4730, and CM4730 models only)

Follow these steps to clean or replace the Mylar strip.

Note:

These steps apply only to HP LaserJet 4345, M4345, 4730, and CM4730 models.

For other printer models, if the previous steps did not resolve the issue, see the Advanced Troubleshooting section in this document.

  1. Open the scanner lid.

  2. Clean the mylar strip.

    1. On the underside of the scanner lid near the white strip, press the two tabs at the top and bottom of the ADF-guide cover to release it.

      Release the ADF-guide cover

      Release the ADF-guide cover
    2. Lift the ADF-guide cover and locate the clear Mylar strip (transparent sheet).

    3. Carefully unhook the Mylar strip from the four tabs on the ADF-guide cover, and then remove the Mylar strip.

      Remove the Mylar strip; ADF tabs circled

      Remove the Mylar strip; ADF tabs circled
    4. If it is difficult to remove the Mylar strip, pull the ADF-guide cover hinges off the hinge pins to first remove the ADF-guide cover.

      Remove the ADF guide; Hinge pins circled

      Remove the ADF guide; Hinge pins circled
    5. Gently clean the Mylar strip with a soft, lint-free cloth that is slightly moistened with water only.

    6. Gently dry the Mylar strip with a soft, lint-free cloth.

    7. Reinstall the Mylar strip, close the ADF lid, and then try again to copy or scan.

      Note:

      The clear Mylar strip is keyed with a small notch at the top. Make sure to align the notch with the round pin that is on the holder.

      Reinstall the Mylar strip

      Reinstall the Mylar strip
  3. If the issue persists after cleaning, follow these steps to replace the Mylar strip:

    1. On the underside of the scanner lid, locate the envelope containing replacement strips behind the white backing.

      Note:

      Typically, units are shipped with several replacement Mylar strips. If the envelope is not present, contact HP to order the replacement strips (Part number: Q6496A).

      Locate the replacement Mylar strips behind the white backing

      Locate the replacement Mylar strips behind the white backing
    2. Release and remove the ADF-guide cover, and then remove the Mylar strip by repeating the steps listed above.

    3. Replace the Mylar strip with a new one from the envelope.

      Note:

      The clear Mylar strip is keyed with a small notch at the top. Be sure to align the notch with the round pin that is on the holder.

      Install a replacement Mylar strip

      Install a replacement Mylar strip
    4. When the new Mylar strip is securely in place, reinstall the ADF-guide cover.

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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