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HP Officejet Pro 8500 Premier (A909n) and 8500 Wireless (A909g) All-in-One Printers - Horizontal Lines on a Copy

Issue

Horizontal lines appear in a copied document. This issue can occur with copies you printed from the automatic document feeder (ADF) or the scanner glass.

  • Cause

    Dust or dirt on the scanner glass, lid backing, or ADF can cause this issue. These circumstances might also slow product performance, degrade scan quality, and affect accuracy of special features, such as resizing copies.

Solution one: Clean the product

Follow these steps in the order presented to resolve the issue.

Step one: Clean the scanner glass and the scanner lid backing

Follow these steps to clean the scanner glass and the white scanner-lid backing.

  1. Gather the following materials:

    • Clean, lint-free cloths, or any cloths that do not come apart or leave fibers

    • Mild glass cleaner

    • Distilled, filtered, or bottled water (tap water might damage the product)

    NOTE: Do not use paper-based wipes or tissues that can leave fiber residue.
  2. Press the Power button () to turn off the product.

  3. Disconnect the power cord from the rear of the product.

  4. Remove any originals from the document feeder tray.

    Figure 1: Remove any originals

    Image: Remove originals from the document feeder tray
  5. Open the scanner lid.

    Figure 2: Open the scanner lid

    Image: Open the scanner lid
  6. Remove any originals from the scanner glass.

  7. Spray a clean, soft, lint-free cloth with mild glass cleaner.

    CAUTION: Do not spray the glass cleaner directly on the glass to avoid damaging the scanner.
  8. Wipe the scanner glass with the damp cloth.

    Figure 3: Clean the scanner glass

    Image: Clean the scanner glass
  9. Clean the glass strip next to the scanner glass with the damp cloth.

    Figure 4: The glass strip next to the scanner glass

    Image: Glass strip next to the scanner glass
  10. Dry the scanner glass and the glass strip thoroughly with a clean, dry cloth, or chamois to prevent spotting.

  11. Clean the scanner lid backing with the dampened cloth.

    Figure 5: Clean the scanner lid backing

    Image: Clean the scanner lid backing
  12. Dry the scanner lid backing with a dry cloth.

  13. Close the scanner lid.

Step two: Clean the rollers and the separator pad in the automatic document feeder (ADF)

Follow these steps to clean the ADF.

  1. If the product is not already off, press the Power button () to turn off the product.

  2. Disconnect the power cord from the rear of the product.

  3. Open the ADF cover.

    Figure 6: Open the ADF cover

    Image: Open the ADF cover
  4. Locate the ADF rollers and the separator pad.

    Figure 7: Location of the ADF rollers and separator pad

    Image: Location of the ADF rollers and separator pad
    1 - ADF rollers
    2 - Separator pad
    3 - ADF cover
  5. Lightly dampen a clean, soft, lint-free cloth with distilled, filtered, or bottled water, and then squeeze any excess liquid from the cloth.

  6. Use the damp cloth to wipe any residue off the rollers and separator pad.

    Figure 8: The ADF rollers

    Image: ADF rollers

    Figure 9: The ADF separator pad

    Image: ADF separator pad
    NOTE: If the residue does not come off using distilled, filtered, or bottled water, try using isopropyl (rubbing) alcohol.
  7. Dry the scanner glass thoroughly with a clean, soft, dry cloth.

  8. Close the ADF cover.

  9. Reconnect the power cord to the rear of the product.

  10. Press the Power button () to turn on the product.

Step three: Copy a page of the original

  1. Load a page of the original print side up in the document feeder tray.

    Figure 10: Load a page of the original

    image: Load an original document in the document feeder tray
  2. Load clean, undamaged, plain white paper in the input tray.

  3. Press Start Copy Color or Start Copy Black to copy the page.

  4. Check the printed copy for horizontal lines.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution two: Service the product

Contacting HP for service in Asia Pacific.

If you have completed all the preceding steps and are still experiencing a problem, you may need further assistance from HP to remedy your concern.

Please contact HP using one of the options found at Contact HP to obtain service.

Contacting HP for service in all countries/regions except Asia Pacific.

If you have completed all the preceding steps and are still experiencing a problem, service the product.

Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .

  • If your product is in warranty, Contact HP to obtain service.

  • If your product is out of warranty, Contact HP to find an authorized service provider or to setup service (fees might apply).

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