Troubleshooting. HP ScanJet Enterprise Flow N9120 Document Flatbed Scanner, Scanjet Enterprise Flow N9120 Flatbed Scanner
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4 Troubleshooting
This section contains solutions for common problems with the scanner.
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Scanner buttons are not working correctly
Automatic document feeder problems
Additional troubleshooting information
For additional troubleshooting, see the online help for the scanning software that you are using or visit www.hp.com/support for updated information about the scanner.
Scanner LEDs
The scanner has two LED lights on the front panel that indicate scanner functions and error conditions. The LED in the shape of an exclamation point (!) is the Attention LED, and the LED in the Power Save button is the Power
LED. The table below explains how to interpret the indicator LEDs.
LED indications
The Attention LED quickly blinks amber.
The Attention LED is lit with a steady amber light.
The Attention LED slowly blinks green.
Scanner action or condition
Error condition. Check your computer screen for an error message.
The Power LED is lit with a steady green light.
The Power LED is lit with a steady green light.
Attention condition. Check your computer screen for a
Maintenance Recommended message.
The scanner is warming up.
The Power LED is lit with a steady green light.
The scanner is in Power Save mode.
The Power LED is lit with a steady, dim amber light.
The scanner is on and ready to scan.
The Power LED is lit with a steady green light.
The scanner is scanning an original.
The Attention LED blinks green at a medium speed.
The Power LED is lit with a steady green light.
Both LEDs are off.
There is no power to the scanner.
24 Troubleshooting
Installation troubleshooting
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If the scanner does not work after installation or if the scanner has stopped working correctly, you might see a message on the computer screen that is similar to one of the following:
The scanner could not be initialized.
The scanner could not be found.
An internal error has occurred.
The computer cannot communicate with the scanner.
To fix the problem, check the scanner cables and software as described in the following sections:
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Check that the scanner has power
Uninstall and then reinstall the HP Scanjet utilities
Check that the scanner has power
The power cable is connected between the scanner and a power outlet.
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Ensure that the power cable is securely connected between the scanner and a live electrical outlet.
If the power cable is connected to a surge protector, ensure that the surge protector is plugged into an outlet and turned on.
Ensure that the Power switch on the right side of the scanner is in the on position.
If the problem persists after verifying the above items, try the following:
1.
Press the Power switch to the off position, and then disconnect the power cable from the scanner.
2.
Wait 30 seconds.
3.
Reconnect the power cable to the scanner, and then press the Power switch to the on position.
After 30 seconds, the Power LED is lit with a steady green light and the Attention LED is off.
Check the USB connection
Check the physical connection to the scanner.
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Use the cable that was included with the scanner. Another USB cable might not be compatible with the scanner.
Ensure that the USB cable is securely connected between the scanner and the computer or USB hub. The trident icon on the USB cable faces up when the cable is properly connected to the scanner.
If the problem persists after verifying the above items, try the following:
1.
Do one of the following tasks depending on how the scanner is connected to the computer:
• If the USB cable is connected to a USB hub or a docking station for a laptop, disconnect the USB cable from the USB hub or the docking station, and then connect the USB cable directly to the computer.
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If the USB cable is directly connected to the computer, plug it into another USB port on the computer.
Remove all other USB devices from the computer except for the keyboard and the mouse.
2.
Press the Power switch to the off position, wait 30 seconds, and then press the Power switch to the on position.
Installation troubleshooting 25
Chapter 4
3.
Restart the computer.
4.
After the computer has restarted, try using the scanner.
If the scanner works and you changed the way it was connected to the computer in step 1, the communication problem might involve the USB hub, the docking station, a USB port, or another USB device. Leave the scanner directly connected to the computer. Try using the scanner after reconnecting each additional USB device, and disconnect any USB devices that prevent the scanner from working correctly.
If the scanner does not work, uninstall and then reinstall the HP Scanjet drivers and utilities.
Uninstall and then reinstall the HP Scanjet utilities
If checking the scanner cable connections did not solve the problem, the problem might have occurred because of an incomplete installation. Try uninstalling and then reinstalling the HP scanning utilities.
1.
Press the Power switch to the off position, and then disconnect the USB cable and power cable from the scanner.
2.
Use the Add/Remove tool (in Windows Vista, the Programs and Features tool) from the Control Panel to uninstall the following items:
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HP Scanjet N9120 Document ISIS/TWAIN
HP Scanjet N9120 Utilities
3.
Restart the computer.
4.
Use the HP Scanning Software CD that came with the scanner to reinstall the HP Scanjet Drivers and
Tools.
5.
Reconnect the USB cable and power cable to the scanner, and then press the Power switch to the on position.
After 30 seconds, the Power LED is lit with a steady green light and the Attention LED is off.
Scanner operation problems
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Scanner does not scan right away
Scanner scans only one side of a double-sided page
Scanned pages are out of order at the scan destination
Scanned pages are missing at the scan destination
Optimizing scanning and task speeds
The image is completely black or completely white
Scanned images are not straight
Scanned images contain streaks or scratches
Vertical white stripes appear on the printed page
The imprinter is not printing or the print quality is poor
Scanner will not turn on
If the scanner will not turn on when you press the front panel scanner buttons, verify the following:
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Verify that power is being supplied to the scanner.
Ensure that the Power switch on the right side of the scanner is in the on position.
The scanner may have been unplugged. Check to see that the power cable has not become disconnected from the scanner or unplugged from the power source.
Scanner lamp stays on
The scanner lamp should time out and turn off automatically after a period of inactivity (about 15 minutes).
26 Troubleshooting
If the scanner lamp remains on after a long period of inactivity, turn off the scanner, wait 30 seconds, and then turn the scanner back on.
NOTE: The scanner lamp does not turn off when paper is in the automatic document feeder input tray.
Scanner does not scan right away
Make sure the power switch on the right side of the scanner is turned on.
If the scanner has not been used for a while, the scanner lamp might need to go through a warm-up period before scanning can begin. If the scanner lamp needs to warm up, it takes a moment after starting the software or pressing a scanner button for scanning to begin.
You can enable Instant Lamp On mode in the HP Scanner Tools Utility.
Scanner scans only one side of a double-sided page
Verify the following:
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For single pass duplex scanning, scan pages through the ADF.
Select the Duplex setting in the scanning or copy software.
Scanned image is fuzzy
When scanning with the automatic document feeder (ADF), follow these steps:
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Verify that the document original is not fuzzy.
2.
Check for any obstructions in the scanner paper path and make sure that the paper guides are positioned appropriately. Try another scan.
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If the scanned image is still of poor quality, clean the ADF.
When scanning from the scanner glass, it is important that the item you scan comes in close contact with the scanner glass. Follow these steps:
1.
Verify that the document original is not fuzzy.
2.
Check to see that the item is in full contact with the scanner glass.
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If the scanned image is still of poor quality, clean the scanner glass.
See also
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Clean the automatic document feeder
Scanned pages are out of order at the scan destination
Insert a multiple-page document with the printed first page of the document facing up and with the top or left edge of the document pointing into the feeder.
See also
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Scanned pages are missing at the scan destination
When scanning with the ADF, pages that stick together are scanned as one item. The hidden pages are not scanned. Enable Misfeed (Multipick) Detection to stop the scan or copy process if multiple pages are fed into the scanner at one time.
To enable the Misfeed (Multipick) Detection feature in an HP Smart Document Scan Software profile, follow these steps:
1.
Open the HP Smart Document Scan Software.
2.
Select a scan profile, and then click Edit.
Scanner operation problems 27
Chapter 4
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On the Scan tab of the Profile Settings dialog box, click Advanced Settings.
4.
On the More tab of the Properties dialog box, select the Enable check box.
Optimizing scanning and task speeds
Several settings influence the total time for a scanning job. When you want to optimize scanning performance, consider the following information.
• To optimize scanning speed for pages that are A4 (or Letter) size or smaller, load the pages with the long edge feeding into the automatic document feeder (ADF). Scanning pages by loading the long edge first minimizes the length of the media passing the scan heads, which results in faster scans.
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NOTE: In the scanning software, choose the layout setting that matches the orientation of the originals in the ADF.
To optimize data transfer from the scanner to the scanning software on the computer, enable scanner hardware (JPEG) compression. Typically, the use of scanner compression reduces the time to complete all color scans and grayscale scans with resolution above 300 dpi. Scanner compression affects the rate of data transfer only and can be used with all output formats.
If you are scanning to edit text, the optical character recognition (OCR) software requires more processing time than for non-OCR scans, which is normal. Wait for the item to scan.
NOTE: For the best OCR results, scanner compression should be set to the minimum compression level or disabled.
• Scanning at a higher resolution than necessary increases scanning time and creates a larger file with no additional benefit. If you are scanning at a high resolution, set the resolution to a lower level to increase scanning speed.
See also
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Automatically rotate scanned pages
Use scanner hardware compression for faster scans
The image is completely black or completely white
When scanning with the ADF, check the paper orientation.
When scanning from the scanner glass, the item might not be placed correctly on the scanner glass. Make sure that the item you are trying to scan is placed face down on the glass and the lid is closed.
See also
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Scanned images are not straight
When scanning with the automatic document feeder, make sure that the paper guides touch the edges of the original. Make sure that all documents are of the same size.
When scanning from the scanner glass, the item might have shifted when you closed the lid. Straighten the original on the scanner glass, and then scan again.
Scanned images contain streaks or scratches
When scanning with the automatic document feeder (ADF), follow the steps below. After each step, try another scan to see if the streaks or scratches are still apparent. If so, try the next step.
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Check that the originals are clean and unwrinkled.
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Clean the ADF or the scanner glass.
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Replace the separation pad and the feed roller.
28 Troubleshooting
See also
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Clean the automatic document feeder
Replace the feed roller and separation pad
Vertical white stripes appear on the printed page
The destination printer might be out of toner or ink. Scan a different original to the same printer to see if the issue lies with the printer.
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If the second original has the same problem, clean the automatic document feeder or the scanner glass.
See also
Clean the automatic document feeder
Scan files are too large
If the saved scans have very large file sizes, try the following:
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Verify the scan resolution setting:
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200 dpi is sufficient for storing documents as images.
For most fonts, 300 dpi is sufficient for using optical character recognition (OCR) to create editable text.
For Asian fonts and small fonts, 400 dpi is the recommended resolution.
Scanning at a higher resolution than necessary creates a larger file with no additional benefit.
Color scans create larger files than do black and white scans.
If you are scanning a large number of pages at one time, consider scanning fewer pages at a time to create more, smaller files.
Use the Kofax VirtualReScan software to process the scanned data. Kofax VirtualReScan compresses the data, which can result in a smaller file.
The imprinter is not printing or the print quality is poor
If you reset the ink level in the HP Scanner Tools Utility the last time that you replaced the print cartridge, you will receive imprinter status alerts when the ink level is running low. If you did not reset the ink level at the time that you replaced the print cartridge, you might receive erroneous imprinter status alerts or the imprinter might run out of ink before the HP Scanner Tools Utility reports that the ink level is low.
NOTE: To use the imprinter, load originals in the automatic document feeder (ADF). The imprinter cannot print on pages placed on the scanner glass.
To remedy other imprinter problems, try the following:
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Verify that the Enable Imprinting check box is selected in the scanning software.
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If the imprinter ink is smearing or leaving blobs of ink on the paper, remove the print cartridge, and then gently wipe the copper contacts of the print cartridge with a clean, damp, lint-free cloth. Reinstall the print cartridge, but do not reset the ink level in the HP Scanner Tools Utility.
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Verify that the cartridge stall latch holds the print cartridge firmly in place.
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Verify that the imprinter is positioned at one of the predefined locations that is inside the width of the paper as it is fed through the ADF.
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Clean and test the imprinter:
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Press the Tools ( ) button on the scanner front panel to open the HP Scanner Tools Utility. Click the
Imprinter tab, and then click Clean Imprinter.
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Ensure that the ADF has at least one piece of paper in the input tray.
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In the HP Scanner Tools Utility, click Test Imprinter.
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If the imprinter print quality is good, continue scanning. Otherwise, replace the print cartridge.
Scanner operation problems 29
Chapter 4
See also
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Scanner buttons are not working correctly
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An unexpected program opens when a button is pressed
Wrong profile is used when the Scan button is pressed
Buttons do not work
After each step, press a button to see if it is working correctly. If the problem persists, proceed with the next step.
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The buttons might be disabled in the HP scanning software. Ensure that the Disable front panel buttons setting in the HP Scanner Tools Utility is cleared.
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A cable might be loose. Ensure that the USB cable and the power supply are securely connected.
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Turn off the scanner, wait 30 seconds, and then turn the scanner back on.
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Restart your computer.
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If the problem persists, the buttons might be disabled outside of the HP scanning software. Try the following procedure:
a.
Open Control Panel, select Scanners and Cameras, and then select your scanner model from the list.
b.
Display the scanner properties:
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Windows 2000: Click Properties.
Windows XP and Vista: Right-click your scanner model, and then click Properties.
c.
Examine the buttons setting for your scanner:
• Windows 2000: Ensure that the Disable Device Events option is not selected.
• Windows XP and Vista: Ensure the Take No Action option is not selected.
An unexpected program opens when a button is pressed
NOTE: The Scan and Copy button settings can be changed in the HP Scanner Tools Utility. You cannot change the settings for the Cancel, Tools, or Power Save buttons.
After each step, press a button to see if it is working correctly. If the problem persists, proceed with the next step.
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On the Buttons tab of the HP Scanner Tools Utility, determine the associations for the Scanner Front
Panel Buttons. If necessary, change the software that is assigned to a button.
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Verify that the expected program is installed on the computer by looking at the Start menu.
If necessary, install the program.
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If the problem persists, the buttons might be assigned outside of the HP Scanner Tools Utility. Try the following procedure:
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Open Control Panel, select Scanners and Cameras, and then select your scanner model from the list.
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Display the scanner properties:
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Windows 2000: Click Properties.
Windows XP and Vista: Right-click your scanner model, and then click Properties.
c.
Ensure that the Start this program option is selected and that the correct application is selected in the drop-down list.
Wrong profile is used when the Scan button is pressed
If you are using the HP Smart Document Scan Software, use the HP Scanner Tools Utility to determine which HP
Smart Document Scan Software profile is assigned to the Scan button. If necessary, reset the profile assigned to the button.
30 Troubleshooting
NOTE: You can also assign an HP Smart Document Scan Software profile to the Copy button.
If you are using other scanning software, see the online help for that program.
See also
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Associate a quick start button with scanning software
Automatic document feeder problems
Use this section to help resolve issues that might occur when scanning from the automatic document feeder
(ADF).
Paper jams usually result from inappropriate paper being fed into the ADF. Review the tips for using the ADF. If misfeeds occur frequently, perform ADF maintenance.
This section contains the following topics:
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Clear a jam from the automatic document feeder
Automatic document feeder does not feed paper
The bottom of the scanned image is cut off
See also
Use the automatic document feeder
Disable Misfeed (Multipick) Detection
Clear a jam from the automatic document feeder
1.
Remove any loose pages from the automatic document feeder (ADF) input tray.
2.
Lift the latch on top of the ADF to open the top and side ADF access doors.
3.
Remove any jammed pages from the ADF input tray.
Automatic document feeder problems 31
Chapter 4
4.
Remove any jammed pages from inside the ADF.
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Remove any jammed pages from the ADF output tray.
6.
If the jammed page still cannot be removed, follow these steps:
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Open the scanner lid.
b.
Push the green tab toward the scanner lid to open the inner ADF access door. If the door does not open automatically, gently pry it open.
c.
Gently pull the page out of the ADF.
32 Troubleshooting
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Close the inner ADF access door, and then close the scanner lid.
8.
At the scan destination, examine the scan output to determine which page was the last to be completely scanned.
9.
Reload the unscanned pages in the ADF input tray. If any pages are damaged, do one of the following:
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Photocopy the damaged page, and then add the photocopy to the input stack.
Scan the damaged page from the scanner glass.
• Reprint the original document.
Prepare the stack as follows:
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Fan the stack of document pages to ensure that the pages do not stick together. Fan the edge that will be pointing into the feeder in one direction, and then fan that same edge in the opposite direction.
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Align the edges of the documents by tapping the bottom of the stack against the table top. Rotate the stack 90 degrees and repeat.
10. Resume scanning.
Automatic document feeder does not feed paper
• The automatic document feeder (ADF) access doors might not be securely latched. Open the ADF access doors, and then close the doors by pressing firmly.
• A problem with the ADF hardware might exist. Use the following procedure to test the ADF:
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Disconnect the USB cable and the power cable from the scanner. Check that the power cable is still connected to the power source.
Ensure that the ADF has at least one piece of paper in the input tray.
Reconnect the power cable to the scanner, and then turn the scanner on.
Try to scan another page through the ADF.
The bottom of the scanned image is cut off
By default, the scanner can scan paper that is up to 432 mm (17 in) long. For longer pages, the end of the document is not included in the scanned image.
Verify that you have specified an appropriate page size in the scanning software.
See also
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Automatic document feeder problems 33
Chapter 4
Additional troubleshooting information
For additional troubleshooting information, see the following resources:
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For information about the scanning software that you are using, see the online help for that program.
To look for updated information about the scanner, visit the HP scanner support Web site at www.hp.com/ support.
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Select your country/region, and then select your language.
Enter the scanner model number, and then press Enter.
If you do not have Internet access, for support contact information, see the information about getting assistance in the scanner getting started guide.
34 Troubleshooting

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