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VanMagnus Systems
VanMagnus Systems, Engineer
Category: Printers
Satisfied Customers: 1151
Experience:  I have more than 20 years of experience in the Printer Hardware and Software support. A+ certified.
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I HAVE BEEN TRYING TO GET MY PRINTER ACTIVATED AND NOW I HAVE

Customer Question

I HAVE BEEN TRYING TO GET MY PRINTER ACTIVATED AND NOW I HAVE A PAPER JAM AND I CAN'T GET RID OF IT
Submitted: 2 years ago.
Category: Printers
Customer: replied 2 years ago.
I also have been having a big problem to get my officejet pro 8610
Customer: replied 2 years ago.
(Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Remote Tech Support. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Expert:  VanMagnus Systems replied 2 years ago.
Hello and thank you for choosing JA for your support needs. Please click on the link below and I can assist you with remote support also do these steps to make sure the source of the jam is gone:
A 'Paper Jam' Error Displays on the HP Officejet Pro 8610, 8620, 8630, 8640, and 8660 e-All-in-One Printer Series
This document is for the HP Officejet Pro 8610, 8620, 8630, 8640, and 8660 e-All-in-One printer series.
During printing, the printer stops feeding pages, and the error message 'Paper Jam has occurred. Clear the jam, and then press OK' displays on the printer control panel. The Power button light might also blink fast.
NOTE:
Paper jams can be real or false. The printer might report a paper jam even when there is no jammed paper. The following steps apply to both real and false paper jams.
Solution one: Turn the printer off, and then on again
Follow these steps to restart the printer, and then try to print a test page.
Step 1: Turn the printer off, and then on again
Turning the printer off and then on resets the carriage. Follow these steps to turn off the printer, and then turn it on again.
Press the Power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the rear of the printer.
Wait 60 seconds.
Reconnect the power cord to the rear of the printer.
Press the Power button to turn on the printer.
NOTE:
The printer might go through a warm-up period, which might last several minutes. Wait until the warm-up period completes before you continue.
Step 2: Print a Printer Status Report
Print a test page to make sure that the hardware functions correctly.
NOTE:
If your printer includes Tray 2 as an optional accessory, load only plain U.S. Letter, Legal, or A4 size paper. Specialty paper is not supported in Tray 2.
Load U.S. Letter or A4 size, unused, plain white paper into the input tray.
On the printer control panel, swipe the display to scroll to Setup, and then touch the Setup icon (). The Setup menu displays.
Touch Print Reports, and then touch Printer Status Report. The printer prints the report.
Figure : Example of a Printer Status Report
Image: Example of a Printer Status Report
Solution two: Clear any jammed paper from the printer
Follow these steps in the order presented to clear any jammed paper from the printer, and then print a test page.
CAUTION:
Trying to clear a paper jam from the front of the printer can damage the print mechanism. Gain access to and clear paper jams through the rear of the printer whenever possible.
Step 1: Remove any loose paper from the main Tray 1, and the optional Tray 2 accessory if installed
Remove any loose paper from the paper tray, but do not remove any paper that is jammed in the tray during this step.
Open the paper tray.
Remove any loose sheets of paper from the tray.
Close the paper tray.
Step 2: Clear any jammed paper from the rear of the printer
Follow these steps to clear any jammed paper from the rear of the printer and the duplexer.
Press the Power button to turn on the printer. Wait until the printer is idle and silent before you continue.
While the printer is still on, disconnect the power cord from the rear of the printer, and then unplug the power cord from the power source or electrical outlet.
WARNING:
You must disconnect the power cord before you reach inside the printer to avoid risk of injuries or electric shock.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
Turn the printer so that the rear of the printer faces you.
Push in the buttons on both sides of the two-sided printing accessory (duplexer), and then pull out to remove the duplexer.
NOTE:
Your printer might look slightly different than the one pictured, but the steps are the same.
Figure : Remove the duplexer
Image: Remove the duplexer.
Press the buttons on the sides of the duplexer.
Pull the duplexer out of the printer.
Gently remove any jammed paper or bits of torn paper from the rollers inside the printer. Use both hands to pull any whole sheets of paper to avoid tearing them.
Figure : Remove the jammed paper
Image: Remove the jammed paper.
CAUTION:
If the paper tears while you remove it from the rollers, more paper jams might occur. Check the rollers and wheels for torn pieces of paper that might remain inside the printer.
Figure : Remove torn pieces of paper
Image: Remove torn pieces of paper.
If you do not see any jammed paper in the rear access area, press the tabs on both sides of the duplexer, and then lower the cover.
Figure : Press the tabs to open the duplexer
Image: Press the tabs to open the duplexer.
Gently remove any jammed paper from inside the duplexer.
With the duplexer open, check the rollers. Note if any rollers are missing, do not roll freely, or are damaged. These conditions might mean the rollers are not feeding the paper correctly. In that case, replace the duplexer.
Figure : Duplexer internal rollers
Image: Duplexer internal rollers.
Close the duplexer cover, and then reinsert the duplexer into the rear access area of the printer.
Figure : Insert the duplexer
Image: Insert the duplexer into rear access area.
Push in the duplexer until it clicks into place.
Figure : Make sure that the duplexer snaps into place
Image: Snap the duplexer into place.
Step 3: Clear any jammed paper from the ADF
If you were using the ADF to print when the error occurred, check it for any jams or torn paper.
Press the Power button to turn off the printer.
Lift the ADF cover.
Figure : Lift the ADF cover
Image: Lift the ADF cover
Lift the tab located on the left edge of the ADF to raise the ADF mechanism.
Figure : Lift the ADF mechanism
Image: Lift the ADF mechanism.
Push in the green tab located in the center of the ADF.
Figure : Push in the green tab
Image: Push in the green tab
Gently pull out any jammed paper from the ADF. To avoid tearing any whole sheets of paper, pull out the paper with both hands.
CAUTION:
If the paper tears while you remove it, check the rollers and wheels for any torn pieces of paper that might remain inside the ADF. Use a flashlight to thoroughly check the rollers for torn pieces of paper. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur.
Figure : Use a flashlight
Image: Use a flashlight
Pull up on the green tab to set it back in place.
Close the ADF cover tightly at both ends.
Figure : Close the ADF cover tightly at both ends
Image: Close the ADF cover tightly at both ends
Step 4: Clear any jammed paper from Tray 1
NOTE:
Follow these steps to remove any jammed paper from Tray 1.
Remove all paper from the output tray.
Place your fingers in the slot on the front of Tray 1.
Figure : The slot on the front of Tray 1
Image: The slot on the front of Tray 1.
Pull the tray toward you to remove it.
Figure : Pull out the input tray
Image: Pull out the input tray.
Grasp any jammed paper from the bottom of the printer with both hands, and then pull the paper slowly but firmly toward you to remove it.
CAUTION:
Remove paper from the tray as carefully as possible. If any torn pieces of paper remain inside the printer, more paper jams might to occur, and this could damage the print mechanism.
Tap a stack of plain paper on a flat surface to align the edges.
With the input tray outside of the printer, load the stack of paper.
Make sure that all the paper in the stack is the same size and type. Never load mixed types of paper in the tray. The printer can only process one type of paper at a time.
NOTE:
Do not use paper with paper clips or staples attached. Do not use paper that is bent, torn, dusty, damp, wrinkled, curled, or paper that does not lie flat.
Make sure that the paper height does not exceed the dotted yellow lines on the sides of the tray.
Figure : Paper fill guides (Tray 1)
Image: Paper fill guides (Tray 1)
Location of paper fill guides
Plain paper fill guide
Specialty paper fill guide
Adjust the paper width and length guides. The paper should rest against the end of the tray, and the guides should rest against the edges of the paper.
Figure : Input tray (Tray 1)
Image: Input tray
Paper length guide
Paper fill guide
Paper width guide
Carefully reinsert the tray into the printer, and then push the tray forward until the tray locks into place.
Figure : Push the paper tray into the printer
Image: Push the paper tray into the printer.
Reconnect the power cord to the rear of the printer, and then plug in the power cord to the electrical outlet.
Reconnect the USB or Ethernet cable.
Press the Power button to turn on the printer.
NOTE:
The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before you proceed.
Step 5: Clear any jammed paper from Tray 2
Follow these steps to remove any jammed paper from Tray 2.
NOTE:
If your printer does not include Tray 2 as an optional accessory, skip to the next step.
Make sure that the printer is turned off and disconnected from the power source.
WARNING:
You must disconnect the power cord before you reach inside the printer to avoid risk of injuries or electric shock.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
Lift the printer off Tray 2, and then set the printer aside.
Figure : Lift the printer off Tray 2
Image: Lift the printer off Tray 2.
Check the bottom of the printer for jammed paper.
Remove any jammed paper from the bottom of the printer.
Remove any jammed paper from Tray 2.
Tap a stack of plain U.S. Letter or A4 size paper on a flat surface to align the edges.
With the input tray outside of the printer, load the stack of paper.
Make sure that the paper height does not exceed the dotted yellow lines on the sides of the tray.
Figure : Paper fill guide (Tray 2)
Image: Paper fill guide (Tray 2)
Location of paper fill guide
Plain paper fill guide
Adjust the paper width and length guides. The paper should rest against the end of the tray, and the guides should rest against the edges of the paper.
Figure : Input tray (Tray 2)
Image: Input tray.
Paper length guide
Paper fill guide
Paper width guide
Carefully reinsert the tray into the printer, and then push the tray forward until the tray locks into place.
Set the printer on top of Tray 2.
Reconnect the power cord to the rear of the printer, and then plug in the power cord to the electrical outlet.
Reconnect the USB or Ethernet cable.
Press the Power button to turn on the printer.
NOTE:
The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before you proceed.
Step 6: Print a Printer Status Report
Print a test page to make sure that the hardware functions correctly.
How to print a test page
Solution three: Make sure that the carriage can move freely
Make sure that there are no obstructions inside the printer that could prevent the carriage from moving freely across the width of the printer.
Step 1: Check the carriage path for obstructions with a flashlight
Check the area around the carriage for obstructions like jammed or torn paper.
Press the Power button to turn on the printer.
With the printer turned on, disconnect the power cord from the rear of the printer, and then unplug the power cord from the power source or electrical outlet.
WARNING:
To avoid the risk of electrical shock, you must unplug the power cord before moving the carriage by hand and resetting the paper feed mechanism.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
Place your fingers into the slot on the left side of the printer, and then pull to open the cartridge access door. The carriage moves into the access area. Wait until the carriage is idle and silent before you continue.
Figure : Open the cartridge access door
Image: Open the cartridge access door
Slot on the side of the printer
Use a flashlight to check for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more jams might occur.
Use a flashlight
Paper jammed in carriage path
Image: Use a flashlight
Image: Paper jammed in carriage path
Gently pull out any jammed or torn paper from inside the printer.
Reach into the cartridge access area, and then manually move the carriage.
If the carriage is stuck on the right side of the printer, move the carriage to the left side of the printer.
If the carriage is stuck on the left side of the printer, move the carriage to the right side of the printer.
If the carriage is stuck in the middle of the printer, move the carriage to the right side of the printer.
Remove any loose or torn pieces of paper.
Make sure that the carriage can move freely across the width of the printer by gently pushing the carriage to the left, and then to the right.
Close the cartridge access door.
Figure : Close the cartridge access door
Image: Close the cartridge access door
Reconnect the power cord to the rear of the printer, and then plug in the power cord to the electrical outlet.
Reconnect the USB or Ethernet cable.
Press the Power button to turn on the printer.
NOTE:
The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before you proceed.
Step 2: Print a Print a Printer Status Report
Print a test page to make sure that the hardware functions correctly.
How to print a test page
Solution four: Clean the paper feed rollers
Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues. Use the following steps to clean the rollers inside the printer, the duplexer, and the ADF, and then print a test page.
Step 1: Clean the rollers from inside the cartridge access area
Follow these steps clean the rollers from inside the cartridge access area.
Gather the following materials:
A clean, lint-free cloth, or any cloth that will not come apart or leave fibers
Distilled, filtered, or bottled water (tap water might damage the printer)
Clean, lint-free cotton swabs
Press the Power button to turn off the printer.
Disconnect the power cord from the rear of the printer, and then unplug the power cord from the power source or electrical outlet.
WARNING:
You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
Place your fingers into the slot on the left side of the printer, and then pull forward to open the cartridge access door.
Figure : Open the cartridge access door
Image: Open the cartridge access door
Slot on the side of the printer
Lightly dampen the swab with the water, and then squeeze any excess liquid from the swab.
Press the swab against the rollers inside the printer, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
Figure : Clean the rollers in the cartridge access area
Image: Clean the rollers in the cartridge access area
Allow the rollers to dry completely (approximately 10 minutes).
Close the cartridge access door.
Figure : Close the cartridge access door
Image: Close the cartridge access door
Step 2: Clean the rollers in the ADF
Clean the paper feed rollers in the ADF.
Lift the top cover of the ADF. This provides easy access to the rollers and separator pad.
Figure : Lift the ADF cover
Image: Lift the ADF cover to access the rollers and separator pad.
ADF cover
Rollers
Separator pad
Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
Figure : Clean the rollers and separator pad
Image: Clean the rollers and separator pad.
Rollers
Separator pad
Allow the rollers to dry completely (approximately 10 minutes).
Close the ADF cover tightly at both ends.
Figure : Close the ADF cover tightly at both ends
Image: Close the ADF cover tightly at both ends
Step 3: Clean the rollers from inside the rear of the printer
Follow these steps to clean the rollers from inside the rear of the printer.
Turn the printer so that the rear of the printer faces you.
Remove the duplexer. Push in the buttons on both sides of the duplexer, pull out the duplexer, and then set it aside.
Figure : Remove the duplexer
Image: Remove the duplexer
Push in the duplexer buttons
Pull out the duplexer
Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
Figure : Clean the rollers in the rear of the printer
Image: Clean the rollers in the rear of the printer
Allow the rollers to dry completely (approximately 10 minutes).
Step 4: Clean the rollers in the duplexer
Follow these steps to clean the rollers in the duplexer.
Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
Press the cloth against the external rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
Figure : The duplexer external rollers
Image: Duplexer external rollers.
Press the tabs on the sides of the duplexer, and then lower the cover to open the duplexer.
Figure : Press the tabs to open the duplexer
Image: Press the tabs to open the duplexer
Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
Figure : Clean the rollers in the duplexer
Image: Clean the rollers in the duplexer
Allow the rollers to dry completely (approximately 10 minutes).
Close the duplexer cover.
Gently push the duplexer into the printer until it snaps firmly into place. Do not press the buttons on the end of the duplexer while you reattach it.
Figure : Push the duplexer into place
Image: Push the duplexer into place
Reconnect the power cord to the rear of the printer, and then plug in the power cord to the electrical outlet.
Reconnect the USB or Ethernet cable.
Press the Power button to turn on the printer.
NOTE:
The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before you proceed.
Step 5: Print a Printer Status Report
Print a test page to make sure that the hardware functions correctly.
How to print a test page
Solution five: Reset the printer
Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Follow these steps to reset the printer, which clears a false paper jam error.
Step 1: Reset the printer
Follow these steps to reset the printer.
If the printer is turned off, press the Power button to turn on the printer.
Wait until the printer is idle and silent before you continue.
With the printer turned on, disconnect the power cord from the rear of the printer.
Unplug the power cord from the wall outlet.
Wait at least 60 seconds.
Plug the power cord back into the wall outlet.
NOTE:
HP recommends connecting the printer power cord directly to the wall outlet.
Reconnect the power cord to the rear of the printer.
If the printer does not turn on by itself, press the Power button to turn it on.
NOTE:
The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
Step 2: Print a Print a Printer Status Report
Print a test page to make sure that the hardware functions correctly.
How to print a test page
The link for the Web Page that this information is on.
http://support.hp.com/us-en/document/c04100779
Remote support is needed:
http://www.justanswer.com/remotedesktop/join.aspx?Session=707ac055-a85f-49b3-82ea-a7e9e693565a

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