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HP Enterprise MFP, HP LaserJet Pro MFP - Lines or Streaks When Copying or Scanning From the ADF

Issue
Vertical lines or streaks appear on copies and/or scans when copying and/or scanning from the automatic document feeder (ADF) of an HP LaserJet, HP LaserJet Pro, HP LaserJet Enterprise, HP OfficeJet Enterprise, or HP PageWide Enterprise MFP models. Copies and/or scans from the flatbed glass look normal. Printouts also look normal.
The line or streak might be black or in color, and can also be present on fax or digital send output when using Scan to folder or Scan to email features (for example).
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.
To isolate the issue and properly clean the appropriate area, watch the video and/or follow the instructions below.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
Step one: Determine whether the issue occurs when using the ADF glass or the flatbed glass
  1. Make a blank copy from the ADF and mark it "ADF."
  2. Make a blank copy from the flatbed scanner glass and mark it "flatbed."
    If the issue is only visible 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:
    If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
      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 device. 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.
    Figure : Flatbed glass and lid backing
If the issue is visible on the copy marked "ADF," see Step two: Clean the ADF glass and white strip on the underside of the scanner lid.
Step two: 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.
    Figure : 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 device. 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, see Step three: Isolate the location of the debris on the ADF glass.
Step three: 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.
  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 as shown below.
      note:
    Make sure the upper left corner of the copy is aligned with the upper left corner of the flatbed glass.
  4. Follow the line or streak on the paper to the area on the ADF glass that is causing the issue.
  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 again and dry the glass with a soft, lint-free cloth.
  7. Try again to copy or scan.
If the issue persists, see Clean or replace the mylar strip (4345, M4345, 4730, and CM4730 MFP models only) or the Advanced Troubleshooting section.
Step four: Clean or replace the mylar strip (4345, M4345, 4730, and CM4730 MFP models only)
  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.
      Figure : Releasing 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.
      Figure : Removing 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.
      Figure : Removing the ADF guide; Hinge pins circled
    5. Clean the mylar strip gently with a soft, lint-free cloth slightly moistened with water only.
    6. Dry the mylar strip gently 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.
  3. If the issue persists after cleaning, replace the mylar strip.
    1. On the underside of the scanner lid , locate the envelope containing replacement strips behind the white backing under the ADF lid.
        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).
    2. Release and remove the ADF cover guide, 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.
    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.
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 device has the latest firmware version installed. Go to www.hp.com/go/FutureSmart and select Upgrade now, find the printer in the list, select the Link to Firmware download. If prompted to select from a list of operating systems, select OS Independent and download the firmware file for all operating systems.
If thorough cleaning does not resolve the copy/scan issue, the Scanner Assembly might require service. Contact HP Support.

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