Scanner Not Grabbing Paper
Goal:
To fix the issue that occurs when the rollers are running but the paper does not feed through the feeder
Step 1: Ensure that all rollers and ADF pad is installed (Varies depending on scanner model).
- a. If you have a 4790/4799, make sure you have the Double Feed Prevention Roller installed.
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i. Refer to the “4790 Double Feed Prevention Roller Installation” or “4799 Double Feed Prevention Roller Installation” knowledge base article.
- b. If you have a 6710, make sure you have the Separation Feed Roller installed.
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i. Refer to the “6710 Separation Feed Roller Installation” knowledge base article.
Step 2: Make sure that you are inserting the paper as straight as possible and as far down into the ADF feeder as possible without forcing it.
- a. Using folder and creased paper may interfere with the scanner;s ability to grab the paper.
Step 3: Clean the inside of your scanner.
- a. Use alcohol wipes to clean the scanner rollers (be sure to clean around the entire roller) and entire inside.
- b. Use compressed air to get rid of any remaining dust and debris that may be left behind.
- c. While cleaning, check for any visual damage to the rollers such as cracking or wear.
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i. Also check the ADF pad, looking for any bends or signs of wear.
Step 4: Try reseating the rollers and ADF pad.
- a. Take out your scanners rollers, ensure they are clean, and then reinsert them back into the scanner. Do the same for the ADF pad.
- b. Recommended to look at your scanner’s user guide online for instructions on how to properly remove and reinstall the rollers and ADF pad.
Step 5: Replace the rollers and ADF pad if the above fails.
- a. We recommend calling our technical support team to ensure all troubleshooting has been done.
Supported Operating Systems: Windows 10 / 8 / 7