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Sudipto
Sudipto, Engineer
Category: Printers
Satisfied Customers: 5538
Experience:  DIploma in Computer Hardware
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The printer says that there is a paper jam and we have

Customer Question

The printer says that there is a paper jam and we have cleared everything
JA: The tech wizards can certainly get you out of any jam. ;-) They know printers inside and out, and I'd love to connect you with the best one for the job. Do you know the make and model?
Customer: Hp Pfficejet pro 8600
JA: What troubleshooting have you tried?
Customer: everything
JA: The printer expert can solve this for you. Anything else you want him to know before I connect you two?
Customer: no
JA: OK. Got it. I'm sending you to a secure page on JustAnswer so you can place the $5 fully-refundable deposit now. While you're filling out that form, I'll tell the Printer Technician about your situation and then connect you two.
Submitted: 10 months ago.
Category: Printers
Expert:  Sudipto replied 10 months ago.

Thanks for posting your question on Justanswer.com, a global paid independent support site.My Name is***** problem can be caused due to a hardware fault. Please open the printer cover and then power off an on the printer, let me know if the cartridges move back and forth or not ?

Customer: replied 10 months ago.
no
Expert:  Sudipto replied 10 months ago.

OK, now turn off the printer. Try to slide the cartridges with your hand and let me know if you can do that or not ?

Customer: replied 10 months ago.
Customer: replied 10 months ago.
hello
Expert:  Sudipto replied 10 months ago.

Now, keep the cartridges at center and then power on the printer, let me know what happens.

Customer: replied 10 months ago.
nothing
Expert:  Sudipto replied 10 months ago.

Do you mean the cartridges do not move from center, when you power on the printer ?

Customer: replied 10 months ago.
correct
Expert:  Sudipto replied 10 months ago.

Are you sure that, you have cleared the paper jam completely ?

Customer: replied 10 months ago.
I am positive
Expert:  Sudipto replied 10 months ago.

OK, follow the steps below to hard reset the printer and let me know.

Remove the power cord from the printer.

Wait for 10 mins.

Reconnect the power cord and check.

Customer: replied 10 months ago.
ok - I will let you know when I plug back in
Expert:  Sudipto replied 10 months ago.

OK

Customer: replied 10 months ago.
same error message
Expert:  Sudipto replied 10 months ago.

Thanks, ***** ***** a flash light and check inside the printer , specially on the cartridges' resting position for any obstructions.

Customer: replied 10 months ago.
I have - nothing is in there
Expert:  Sudipto replied 10 months ago.

Thanks, ***** ***** cartridges are still at the center ?

Customer: replied 10 months ago.
but they have moved a little bit to the left
Customer: replied 10 months ago.
what now
Customer: replied 10 months ago.
are u there?
Customer: replied 10 months ago.
Why is it taking so long for answers?
Customer: replied 10 months ago.
are you there?
Customer: replied 10 months ago.
it has been an hour since we started, what do you want me to do next
Expert:  Sudipto replied 10 months ago.

Please turn off the printer then push the cartridges to the resting position and then power on the printer. Let me know what happens.

Customer: replied 10 months ago.
Same error message
Customer: replied 10 months ago.
Same
Expert:  Sudipto replied 10 months ago.

Thanks, ***** ***** tried to open the back cover of the printer ?

Customer: replied 10 months ago.
Expert:  Sudipto replied 10 months ago.

Thanks for the response, I am taking so much time to reply you because I was just doing some research on this problem. As you have cleaned the jammed paper completely and as you can see that the cartridges do not move, the reason behind this problem can be only one thing and it is the sensor. Which I have confirmed from man other sources. Unfortunately, there is only one solution for this problem and it is the replacement of the sensor and as the part is not a user replaceable part , you have to send the printer to any repair shop. But, before that please make sure there is not a single bit of paper left on the cartridge path.