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HP Printers - Resolving Copy Problems

This document is for HP multifunction printers.

Troubleshoot issues when copying documents or photos, such as unsatisfactory quality, vertical or horizontal lines, or the copier stops working.

Copier stops working or 'Scanner Failure' error displays

If the copier stops working or a Scanner Failure. Unable to Scan, Copy, or Fax displays, there might be a hardware related issue such a scanner mechanism jam or calibration issue, low scanner bulb temperature, or an internal or external electrical problem. The issue is not related to network or USB connection issues.

With the printer turned on, disconnect the power cord from the printer, disconnect the power cord from the power source, and then wait 30 seconds.
If you are using a power strip or multi-plug adapter, connect the cord directly to a wall outlet to make sure the printer is getting enough power.
Reconnect the power cord to the printer, and then try making a copy.
- If the error still displays, connect the printer to a different wall outlet to determine if the original outlet is causing the issue.
- If the error still displays with a different wall outlet, partially lift the scanner lid, and then press the Copy button or icon. If the scanner light does not illuminate or move across the glass, service the printer. If it moves and you still cannot copy, continue to the next step.
Additional things to try.
- Download and run HP Print and Scan Doctor for Windows, and then follow the instructions to troubleshoot scanning issues.
- Restore factory default settings: For printers with control panel menus, locate the Restore Factory Defaults or similar menu under Setup or Tools.

Lines or color bands in copies

Vertical or horizontal lines or color bands are typically caused by fingerprints, smudges, or debris on scanner parts, cartridge issues, or there is a power or calibration issue with the scanner mechanism.

Step 1: Clean the scanner parts

Fingerprints, smudges, dust, or debris on the scanner glass, under the scanner lid, or in the document feed slot can cause lines and color bands. Clean these parts with a soft, lint-free cloth sprayed with glass cleaner.

Read one of the following sections for steps to clean these components, depending on your printer type.

Printer with flatbed scanner glass and lid	Printer with a document scan feeder

Printers with a flatbed scanner and lid

Clean the scanner glass and underside of the scanner lid with a soft, lint-free cloth sprayed with glass cleaner.

Turn the printer off, disconnect the power cord, and then lift the scanner lid.
Spray a soft lint-free cloth with glass cleaner.

caution:
To protect interior printer parts, do not spray cleaner directly on the glass or lid.
Wipe the main scanner glass, glass strip, and the white backing and automatic document feeder (ADF) strip under the lid until clean, dry, and streak-free.
White scanner lid backing

White ADF scanner lid strip (if present)

Glass ADF scanner strip (if present)

Main scanner glass
If any debris remains stuck to any parts, use your fingernail to scrape it off, and then wipe the area again.

caution:
Do not use a hard or sharp tool that can scratch the printer parts.
Reconnect the power cord to the printer, and then try making a copy.

If the issue persists, continue to the next step.

Printers with a document feeder

Clean the plastic and glass strips inside the document feeder with a soft, lint-free cloth sprayed with glass cleaner.

note:
Some printers ship with a document feeder cleaning cloth. If you have the cloth, load it into the document feeder and start a copy job to clean the scanner mechanism.

Turn the printer off, disconnect the power cord, and then remove the battery if your printer has one.
Depending on your printer model, open any top cover, document feeder tray, and scan document feeder cover.
Look for and remove any dust or debris from inside the document feeder.
Spray a soft, lint-free cloth with glass cleaner, and then wipe the scanner glass and the white strip on the underside of the document feeder until clean, dry, and streak-free.

caution:
To protect the interior printer parts, do not spray the cleaner directly on or into the printer.
Securely close any covers and trays that you opened.
Reconnect the power cord to the printer, and then try making a copy.

If the issue persists, continue to the next step.

Step 2: Clean the ADF rollers

If lines in copies persist when using the ADF, clean the rollers or separator pad.

Turn the printer off, disconnect the power cord, and then open the ADF cover.
Find any paper pick rollers and the separator pad inside the ADF. These parts have a rubber coating.
Lightly dampen a clean, lint-free cloth with distilled or filtered water, squeeze any excess liquid from the cloth, and then wipe any residue off the rollers and separator pad.
Leave the ADF cover open for two minutes to allow the parts to dry, and then close the cover.
Reconnect the power cord to the printer, and then try making a copy.

If the issue persists, continue to the next step.

Step 3: Reset the printer and check the power source

Reset the printer to clear certain error states, and then check the power source to make sure the printer is getting enough power to operate the copier.

With the printer turned on, disconnect the power cord from the printer, disconnect the power cord from the power source, and then wait 30 seconds.
If you are using a power strip or multi-plug adapter, connect the cord directly to a wall outlet to make sure the printer is getting enough power.
Reconnect the power cord to the printer, and then try making a copy.
- If the issue persists, connect the printer to a different wall outlet to determine if the original outlet is causing the issue.
- If the issue persists using a different wall outlet, continue to the next step.

Step 4: Check the ink or toner cartridges

Ink or toner cartridge issues can cause unsatisfactory copy quality. Go to HP Customer Support, type your printer model number if necessary, and then search for print quality to locate the document for your printer.

Copies are completely black

If copies are a black page, check the printer power source printer and troubleshoot mechanical issues with the scanner mechanism.

With the printer turned on, disconnect the power cord from the printer, disconnect the power cord from the power source, and then wait 30 seconds.
If you are using a power strip or multi-plug adapter, connect the cord directly to a wall outlet to make sure the printer is getting enough power.
Reconnect the power cord to the printer, and then try making a copy.
- If the issue persists, connect the printer to a different wall outlet to determine if the original outlet is causing the issue.
- If the issue persists using a different wall outlet, partially lift the scanner lid, and then press the Copy button or icon. If the scanner light does not illuminate or move across the glass, go to the end of this document to contact HP to service the printer.

Copies too small or too large, or paper is the wrong size

Reload the paper so that the printer detects the size, and then make sure copy job settings are correct.

Step 1: Reload the paper

Remove and reload the paper being used for the copy job. Make sure to slide in the paper width guides until they gently rest against the edges of the stack.

note:
If a message displays on the printer to confirm the paper type and size, touch OK if the size is correct, or touch Change or Modify to change it.

If the issue persists, continue to the next step.

Step 2: Change paper and copy size settings

Adjust the paper and copy settings from the printer control panel menu to enlarge or reduce the size of copies.

note:
For printers without a control panel menu, most models use default normal copy settings that cannot be changed. As a workaround, scan the original into the computer, and then use the editing tools in the HP scanning software to resolve any size issues. You can then print multiple copies of the edited scan file.

Touch Copy, Copy Document, or Copy Photo on the printer control panel.
Touch Settings or the gear icon to access and change the following settings.
- Resize or Size: Change the size of the copy. Options can include a list of presets, custom sizes between 25 and 400 percent of the original size, Fit to Page, and an Actual Size setting to make a borderless copy.
- Paper Size: Select the plain or photo paper size for your copies, or select Automatic to let the printer detect the paper loaded in the tray.
- Paper Type: Select the type of plain or photo paper for your copies.
- Tray Selection: Select the paper input tray with the paper being used for your copies.
Select Save Current Settings or Set as New Defaults to retain the settings for future copy jobs.
Depending on the printer, touch Start, or return to the main Copy screen by touching Back, and then touch Start Black, Start Color, or OK to start the copy job.

Copies have poor resolution, wrong colors, or blurry text

If copies are faded, blurred, or have the wrong colors compared to the original, check the copy settings and troubleshoot printer hardware and ink-related issues.

note:
Make sure the original being copied is high enough quality. If copy resolution is too low or copy quality is poor, scan the original into the computer, and then use the editing tools in the HP scanning software to improve the image quality. Print the new version and use it as the original for the copy job.

Step 1: Change copy settings

Adjust color, contrast, and enhancement settings from the printer control panel menu to improve copy quality.

note:
For printers without a control panel menu, most models use default normal copy settings that cannot be changed. As a workaround, scan the original into the computer, and then use the editing tools in the HP scanning software to improve the image quality. You can then print multiple copies of the edited scan file.

Touch Copy, Copy Document, or Copy Photo on the printer control panel, and then select any available basic settings that apply to your copy job.
Touch Settings or the gear icon to open the copy job options. You might need to scroll down the control panel screen to access all settings.
- Paper Type: Select the type of plain or photo paper for your copies.
- Quality: Select an available copy quality level.
- Lighter/Darker or Contrast: If the original is faded or too saturated, make the copy lighter or darker.
- Optimize or Enhancements: Select the type of item you are copying to improve quality, such as sharpening text and image edges or improving faded colors in photos.
- HP Copy Fix: Automatic copy quality and skew adjustment tool.
- Save Current Settings or Set as New Defaults: Retains the selected settings for future copy jobs.
Depending on the printer, touch Start, or return to the main Copy screen by touching Back, and then touch Start Black, Start Color, or OK to start the copy job.

Step 2: Reset the printer and check the power source

Reset the printer to clear certain error states, and then check the power source to make sure the printer is getting enough power to operate the copier.

With the printer turned on, disconnect the power cord from the printer, disconnect the power cord from the power source, and then wait 30 seconds.
If you are using a power strip or multi-plug adapter, connect the cord directly to a wall outlet to make sure the printer is getting enough power.
Reconnect the power cord to the printer, and then try making a copy.
- If the issue persists, connect the printer to a different wall outlet to determine if the original outlet is causing the issue.
- If the issue persists using a different wall outlet, continue to the next step.

Step 3: Troubleshoot ink or toner cartridge issues

Ink or toner cartridge issues can cause unsatisfactory copy quality. Go to HP Customer Support, type your printer model number if necessary, and then search for print quality to locate the document for your printer.

Blank copies

Check for power-related problems or issues with the ink cartridges if copies are blank.

Step 1: Reset the printer and check the power source

Reset the printer to clear certain error states, and then check the power source to make sure the printer is getting enough power to operate the copier.

With the printer turned on, disconnect the power cord from the printer, disconnect the power cord from the power source, and then wait 30 seconds.
If you are using a power strip or multi-plug adapter, connect the cord directly to a wall outlet to ensure the printer is getting enough power.
Reconnect the power cord to the printer, and then try making a copy.
- If the issue persists, connect the printer to a different wall outlet to determine if the original outlet is causing the issue.
- If the issue persists using a different wall outlet, partially lift the scanner lid, and then press the Copy button or icon. If the scanner light does not illuminate or move across the glass, service the printer. If it moves and you still cannot copy, continue to the next step.

Step 2: Troubleshoot ink or toner cartridge issues

Ink or toner cartridge issues can cause unsatisfactory copy quality. Go to HP Customer Support, type your printer model number if necessary, and then search for print quality to locate the document for your printer.

Slow copy speed

Adjust paper type and copy quality settings from the printer control panel menu to improve copy speed issues.

note:
For printers without a control panel menu, most models use default normal copy settings that cannot be changed. As a workaround, scan the original into the computer, and then use the editing tools in the HP scanning software to improve any quality issues. You can then print multiple copies of the edited scan file.

Touch Copy, Copy Document, or Copy Photo on the printer control panel.
Touch Settings or the gear icon to access and change the following settings.
- Paper Type: Copy speed can be impacted if photo paper is selected for a plain paper copy job. Select the type of plain or photo paper for your copies.
  
  For printers with touchscreen displays, open and close the paper tray to display a prompt on the control panel to confirm the paper type that is loaded.
- Tray Selection: Select the paper input tray with the paper being used for your copies.
- Quality: Select a lower copy quality level.
- Draft Mode: Turning on Draft Mode speeds up copying, but reduces quality.
Select Save Current Settings or Set as New Defaults to retain the settings for future copy jobs.
Depending on the printer, touch Start, or return to the main Copy screen by touching Back, and then touch Start Black, Start Color, or OK to start the copy job.

Copies are cut off

If a portion of the original is missing in the copy, check for power and hardware related issues, and then change paper and copy size settings.

Step 1: Reset the printer and check the power source

Reset the printer to clear certain error states, and then check the power source to make sure the printer is getting enough power to operate the copier.

With the printer turned on, disconnect the power cord from the printer, disconnect the power cord from the power source, and then wait 30 seconds.
If you are using a power strip or multi-plug adapter, connect the cord directly to a wall outlet to make sure the printer is getting enough power.
Reconnect the power cord to the printer, and then try making a copy.
- If the issue persists, connect the printer to a different wall outlet to determine if the original outlet is causing the issue.
- If the issue persists using a different wall outlet, continue to the next step.

Step 2: Change paper and copy size settings

Adjust the paper and copy settings from the printer control panel menu to fit the page.

note:
For printers without a control panel menu, most models use default normal copy settings that cannot be changed. As a workaround, scan the original into the computer, and then use the editing tools in the HP scanning software to resolve the size issue. You can then print multiple copies of the edited scan file.

Remove and reload the paper being used for the copy job. Make sure to slide in the paper width guides until they gently rest against the edges of the stack.

note:
If a message displays on the printer to confirm the paper type and size, touch OK if the size is correct, or touch Change or Modify to change it.
Touch Copy, Copy Document, or Copy Photo on the printer control panel.
Touch Settings or the gear icon to access and change the following settings.
- Resize or Size: Change the size of the copy. Options can include a list of presets, custom sizes between 25 and 400 percent of the original size, Fit to Page, and an Actual Size setting to make a borderless copy.
- Paper Type: Select the plain or photo paper type for your copies.
- Tray Selection: Select the paper input tray with the paper being used for your copies.
- Paper Size: Select the paper size for your copies, or select Automatic to let the printer detect the paper loaded in the tray.
Select Save Current Settings or Set as New Defaults to retain the settings for future copy jobs.
Depending on the printer, touch Start, or return to the main Copy screen by touching Back, and then touch Start Black, Start Color, or OK to start the copy job.

Service the printer

Service or replace your HP product if the issue persists after completing all the preceding steps.

Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.

To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.