The automatic document feeder loads documents even when they are finished, then it fails.

[Effimera]

This problem occurs when I scan or copy whether from the printer panel or from the PC.

1 - I load the documents into the automatic document loader, you hear the sound that detects the documents.

2 - I start copying or scanning.

3 - The documents are all taken.

4 - The loading rollers continue to spin as if there were still documents.

5- After a short time without any documents being picked up, the automatic loader stops, no scanning\copying is performed and the error "The document feeder was unable to pick up the original" appears, in reality they have already been picked up everyone.

To make sure I explain the problem I have also attached a video of what happens.  https://youtu.be/HLqDkcQtpmE 

I checked if there was anything inside by opening the automatic document loader as the manual.

I tried doing a printer reset but nothing changed.

Can anyone give me some suggestions?

Thanks

[Rachel571]

Hi @Effimera,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It seems like you're encountering a frustrating issue with your automatic document feeder. Based on the description and the video you provided, here are a few potential solutions you could try:

Clean the Rollers: Over time, dust and debris can accumulate on the rollers, causing them to malfunction. Use a lint-free cloth lightly dampened with water or isopropyl alcohol to clean the rollers. Be gentle to avoid damaging them.

Check for Obstructions: Even if you've checked once, it's worth double-checking for any small pieces of paper, staples, or other debris that might be stuck in the feeder's mechanism. Use a flashlight to thoroughly inspect the feeder's interior.

Adjust the Document Guides: Sometimes, the document guides within the feeder can be misaligned, causing the documents to not be picked up properly. Ensure that the guides are adjusted snugly against the edges of your documents.

Update Firmware/Drivers: Ensure that your printer's firmware and drivers are up-to-date. Sometimes, HP release updates to address issues like this.

Try Different Paper: If you're consistently experiencing issues with a particular type or size of paper, try using a different type or size to see if the problem persists.

Reset the Printer to Factory Settings: Performing a factory reset on your printer may help to resolve any software-related issues that could be causing the problem.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[Effimera]

Hi @Rachel571

Thank you for the advice provided.
Below are the answers to your advice.

Clean the Rollers: I cleaned the rollers with isopropyl alcohol as recommended but the behavior is still the same.

Check for Obstructions: I did a careful inspection again, to make sure nothing was left I used a low pressure air blast on all parts.

Adjust the Document Guides: Documents are picked up regularly but the printer doesn't notice. 

Update Firmware/Drivers: From the panel I checked for firmware updates but the latest available version was installed.

Try Different Paper: I've tried with different types of paper but nothing changes..

Reset the Printer to Factory Settings: I have performed factory reset multiple times. I ran a test copy before changing any settings from the printer panel and with the PC off but the problem is still the same!!!!

If you have any other suggestions for me, please advise me.

[Rachel571]

Hi @Effimera ,

We apologize for the inconvenience, but it seems that the issue needs a hardware repair.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

They can help you with the unit repair or part replacement.

I request you talk to HP Phone Support and they will help you to sort it out as it requires advance support or repair.

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support