Hello, and thank you for choosing JA for support needs. Happy to assist you with the resolution of this issue.
How is your Printer connected to the PC or Mac? WiFi, USB or Networked?
OK. I want you to turn the Printer off and unplug it for 30 minutes.
Then get back to me after the 30 minutes.
Please unplug the Printer from all POWER Sources. Also, make sure that there are no cables connected to it.
Thank you. This will allow us to make sure it does a soft "RESET".