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Question about Dell Photo 964 All-In-One InkJet Printer

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Dell Photo All in One Printer 964-scan/copy problem

The toothed drive belt under the glass platen skips over the cog on the scanner/copier unit that tracks under the glass platen to scan the features of the targeted document. One hears a loud clicking sound as the teeth from the drive belt skip over the complementary teeth on the cog of the scanner/copier and no motion of the scanner/copier unit can be seen.

Posted by Lorna Washington on

  • 1 more comment 
  • Lorna Washington Aug 29, 2007

    Doesn't seem to be my problem...wish it was that easy though! We've had the machine for 15 months and it's worked fine until now.

  • newfumu May 11, 2010

    I have the same issue but cannot follow the posted instructions for getting under the glass to the belt area. I have removed all obvious screws that hold the white area to the black area that supports the belt mechanism. I popped loose two tabs under the front end; the front end now separates but it is still attached at the back. I cannot figure out what to do to detach the back and am reluctant to force anything. I don't understand the instructions about regarding "levering off control panel shrouds" there is nothing near the control panel that is still holding this; I need to loosen something at the back. Any help would be greatly appreciated!

  • jessica
    jessica Oct 11, 2019

    the same way you popped off front there is a tab in the back towards middle its somewhat same size then you open from front slide your finger or nails down side you wont break it.. I have an issue with my scanner it wont scan goes forward for two seconds then back hitting metal box which youll see when you take apart.. but it make noise
    not scanning at all dell wont help says its old outdated



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I have exactly the same problem - has just suddenly occurred after 18 months of light use. I just posted my own problem before I saw yours.

Having got into the machine, If I move the carriage by turning the plastic cogs slowly with my finger, the problem doesn't occur. If I try and move the carriage with my hand, it does. I'm going to see if I can find a way of tensioning the belt bettet. There is a tensioning spring on the right hand side below the scanner carriage steel guide rod that runs from left to right at the rear of the scanner compartment. It may be that I can put a spacer at the end of the spring to increase spring tension.

By the way, to get into the machine, you have to do the following:
a) Undo all obvious screws on the top of the scanner
b) lever off the 3 black control panel shrouds with a small screw driver
c) Undo the 2 screws holding the control panel on - then get a slightly larger flat scew driver to lever this off. There is a flat cable that just pulls out of a connector block on the rear.
d) You should now be able to prize open the scanner - there is a recessed screw top left corner by some cables - be careful to remove this as well.

I'll let you know how I get on.

Posted on Dec 31, 2007

  • Anonymous Dec 31, 2007

    I managed to fix this by adding a small steel washer to the right hand side of the belt tensioning spring - thereby increasing the tension in the spring. You need to lever the spring out first. It's much easier to ad the washer to the right hand end rather than the left hand end (and get the spring back again).

    Before re-assembling make sure the scanner guide rod is correctly seated - you will have lifted this away to get to the spring. Alsoensure that the scanner carriage is engaged with the toothed belt properly. Wind the scanner back to the left hand side using the plastic drive gear before re-assembly. If it still doesn't work, try adding a second washer. Make sure the hole in the washer is large enough to go over the nylon lug but small enough so that the spring doesn't work its way through.




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  • 279 Answers

This sounds like a problem I've had with a Lexmark scanner. It turned out that there was a switch on the bottom of the scanner that would lock the mechanism in place for shipping. Do you see anything similar on this unit, or am I barking up the wrong tree?

Posted on Aug 28, 2007


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Related Questions:


How do I dismantle the Scanner Unit (the box with the platen glass on top)?

Hello, my name is Steve.

Even if you are able to try to clean the Scanner (in this case it is not setup like a "full-size Copier, scanner" .

There are many very small wired plugs, ribbon cables the require to be removed from the logic board . The room of removal and re-install requires patients, as well as carefully unfastening the hidden snap clips.

I believe that the scanner head is the cause of the problem, unfortunately, there are no replacement parts. Call up Canon and see if it is under some warranty or is they offer a replacement of this model .

I hope this assists you, best regards,Steve

What would make a printer only when making a copy or scanning put blue on paper? When printing its not there why?

The Dell 3115 (and Xerox 6180 multifunction, and Lexmark X560) all have a common problem with the INSIDE surface of the scanner platen attracting a deposit. This makes it a little 'cloudy' to look at, and produces a bluish tint to colour photocopies.

Print a test page from the printer that includes colours from all four cartridges. Then make 2 photocopies - one using the document feeder, and one using the flatbed. One may be better than the other - as a work-around.

The REAL solution is to clean the inside of the scanner platen (glass), but you must be very careful, otherwise you'll trash the printer. It is a very complex procedure to remove the scanner platen completely. It can (with great care) be lifted from the front, being very careful not to strain the cables. It can be cleaned successfully.

Black line in paper

On what operation are you receiving the black line in your paper?

This problem usually appears when you try to scan or copy using your ADF (automatic document feeder).
To remove this black line in your paper, clean the ADF platen glass in your printer and do as well in the flatbed scanner glass. This ADF platen glass can be found right below where the documents in the ADF goes through. Its a glass about 1 inch in with and beside the flatbed scanner glass (the one where your documents is lay down for copying and scanning. Dried ink or paper residue sticked in the glass can cause this line in the paper. Clean it with a a clothe and spray some windex on it.

Good luck!

I lost the installation cd to my dell All in One photo 964. Is there anyway I can get anotherone mailed to me, or can I download it online?

No, Dell will not send out printer disks. The drivers can be downloaded at...

Dell 964 Photo All-In-One Printer owners thread (W7) Since you have no printer disk, you'll need an OCR Program so youm can scan documents. Simple OCR should work nicely with this printer.


My Del 962 will not scan. The light does not come on and it does nothing. What should I do?

Hi,.... I'm having the same problem as sharon_mi334. My Dell AIO 962 does not copy, fax or scan...but prints. When attempted(copy, fax or scan), the output is a scanned image or a print out that's completely black. When I looked at the "scanner light unit/ copier camera" or what-ever it's called ... the gizmo that moves across under the glass plate,... I noticed there was NO light coming out of it as it should on any other copier, etc. Sooo,... is that the problem, ie: unable to copy the image? If so, can I fix that by replacing a bulb or a particular unit? Looking for some advice and thank you for your help and time.


Just changed all cartridgages and photo quality is still bad

Spots on a scanned
- Glossy photo (original)
- In the high humidity
When a glossy photo is
strongly pressed on the
platen glass, the photo
will stick to the glass,
and the stuck points are
scanned as spots.
- Do not strongly press
the photo on the platen
- Clean the platen glass
(to eliminate any
- Spots appear on
the scanned
image, though
there is no such
spots on the

Dell 1815 dn printer scanner issue: single line appears in scans

Do you get the same line when you use the adf for other purposes?

If so, check the scanner glass just before the platen for something like white-out on it. Clean both the scanner glass and platen glass with Windex.

That is a common problem on all ADF scanners.

Good Luck

Dell 964 scanner

First do your scan on Dell 964 scanner &printer. Scan to clipborad. You hear it scan but nothing happens on your computer. Go to control panel - scanners and cameras - scan profiles - find the document you have scanned, select it and click edit - click preview - in the left corner you will see in blue "How to scan a picture" click that, it will lead you to Windows Photo Gallery - there click on file and import from scanner of camera - it will scan there and your scanned pics will be in your picture folder :) Took me a while to figure it out :)
You can avoid all this and go directly to Windows Photo Gallery :)
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