Hello my name is***** do not rate until we are finished. I look forward to assisting and am very sorry to hear that you are having this problem. I want to warn you that it is possible you will need to replace a part in order to fix this. If you need a part you are still required to pay. There are a few different things that can cause this and a couple different parts so we would need to troubleshoot to find out for sure. What is the model number of your machine?
Is this it?
When this started was there originally a paper jam you removed? How old is the machine? Did you happen to get an extended warranty?
If you got it less than a year ago you should still be under warranty so that is good. Please hold down the OK button on the machine for about 10 seconds. Let me know if anything changes.
Please turn it off and unplug it.
Wait 60 seconds.
Then once again hold down the OK button as you are plugging it in.