How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Yvette Your Own Question

Yvette
Yvette, Consultant
Category: Printers
Satisfied Customers: 86
Experience:  Tech Manager
8649393
Type Your Printers Question Here...
Yvette is online now
A new question is answered every 9 seconds

After taking out the paper that was jammed in the printer

Customer Question

After taking out the paper that was jammed in the printer the message still appears " there's a paper jammed in the ADF, please remove it" and the printer won't operate and after several attempts I gave up. My printer brand is: HP officejet Pro X576dw MFP series, any suggestions?
Submitted: 6 months ago.
Category: Printers
Expert:  Yvette replied 6 months ago.

Hello. Did the paper tear when you removed the jam?

Customer: replied 6 months ago.
No, I checked and recheck again and there's no tear left, however the message still appears. I even follow steps 1-7 in the guide still nothing happens
Expert:  Yvette replied 6 months ago.

But the paper tore when you removed it?

Customer: replied 6 months ago.
Sorry, I didn't make myself clear, the paper did not tore when I remove it
Expert:  Yvette replied 6 months ago.

OK. Just a moment

Expert:  Yvette replied 6 months ago.

Please try to manually feed one sheet of paper through by:

1)Picking up the lid and pushing the green lever back

2)putting a sheet of paper in the top tray.

3) picking up the lid and turning the white wheel to feed it through.

Expert:  Yvette replied 6 months ago.

4) Then push the green lever back into its original position.

Customer: replied 6 months ago.
I can't get the wheel pick it up but i'll try again
Expert:  Yvette replied 6 months ago.

did u push the green lever away from you?

Customer: replied 6 months ago.
The paper went through, what's next?
Expert:  Yvette replied 6 months ago.

Did you feed it all the way through using the white wheel?

Customer: replied 6 months ago.
I did
Customer: replied 6 months ago.
yet the message still comes up the same
Expert:  Yvette replied 6 months ago.

Ok great. Please push the green lever back into its original position.

Customer: replied 6 months ago.
I have
Expert:  Yvette replied 6 months ago.

OK. where was the original paper jam? Also do you see any additional messages on the screen?

Customer: replied 6 months ago.
still the same "the original is jammed in the ADF, open the ADF cover and remove it and reload the original and try again"
Expert:  Yvette replied 6 months ago.

OK in what part of the printer was the original paper jam?

Customer: replied 6 months ago.
the original did not jam when I did it manually I mean spin the wheel.
Customer: replied 6 months ago.
it was in the wheel
Customer: replied 6 months ago.
I mean the black roller above the photocopy glass
Expert:  Yvette replied 6 months ago.

Ok.

Expert:  Yvette replied 6 months ago.

Just a moment please

Expert:  Yvette replied 6 months ago.

Please turn printer off. Leave off for 5 minutes then turn on again>

Customer: replied 6 months ago.
Ok I'll do that
Customer: replied 6 months ago.
I have turned it off
Expert:  Yvette replied 6 months ago.

Ok. After 5 mins please turn on again and let me know results

Expert:  Yvette replied 6 months ago.

Pls turn printer back on

Customer: replied 6 months ago.
Ok
Customer: replied 6 months ago.
unfortunately the message is still there
Expert:  Yvette replied 6 months ago.

Can you try printing a Printer status report?

Customer: replied 6 months ago.
what now
Customer: replied 6 months ago.
ok i'll do that
Customer: replied 6 months ago.
the test print is ok, its printing fine
Customer: replied 6 months ago.
but after the print the same paper jam message came up again
Expert:  Yvette replied 6 months ago.

ok. When you cleared the jam did you also check the duplex tray?

Customer: replied 6 months ago.
there's nothing there, as I said before I follow steps 1-7 in the guide on how to check for paper jam
Expert:  Yvette replied 6 months ago.

Does message say where the jam is located?

Customer: replied 6 months ago.
in the ADF
Expert:  Yvette replied 6 months ago.

OK. The jam should be easy to see. Can you pls press the ? on your printer and select "Printer Information."

Customer: replied 6 months ago.
everything is fine, printing fine
Expert:  Yvette replied 6 months ago.

ok. what fixed it?

Customer: replied 6 months ago.
No, the message still comes up but there's no info saying about any paper jam
Expert:  Yvette replied 6 months ago.

ok. just a moment pls

Expert:  Yvette replied 6 months ago.

do you see a FW version?

Customer: replied 6 months ago.
what's that
Expert:  Yvette replied 6 months ago.

That's the firmware version. Did u see it on the report?

Customer: replied 6 months ago.
Lzp1cn1548ar
Expert:  Yvette replied 6 months ago.

do u have a piece of thick paper like card stock available?

Customer: replied 6 months ago.
let me have a look but hey can we continue this some other time, I have an appointment with a client at 10:00am
Expert:  Yvette replied 6 months ago.

OK Did the status report print out on paper?

Customer: replied 6 months ago.
perfectly
Customer: replied 6 months ago.
anything else you need before i go?
Customer: replied 6 months ago.
i'll see you later, my client is here
Expert:  Yvette replied 6 months ago.

OK. I'll post another step for you to try later:

Settings/Tools/Advanced Cleaning.
Normally, this requires sending out of a cleaning pad by HP, however, try feeding a piece of card stock through tray 1. This may fix your paperjam.
Let me know.

Expert:  Yvette replied 6 months ago.

Settings is under web services.

Customer: replied 6 months ago.
Hi Yvette, I don't have any thick paper around
Customer: replied 6 months ago.
the printer is very new, its 2 months+ a few weeks old
Expert:  Yvette replied 6 months ago.

OK. it should still be under warranty, correct?

Customer: replied 6 months ago.
Hope so but that's the last thing I expect, I really want it fixed though before I turn to that option at the last resort
Expert:  Yvette replied 6 months ago.

Other than the last step that requires cardstock to see if we can get the printer to work, I recommend contacting HP support at:

http://support.hp.com/us-en/contact-hp

Customer: replied 6 months ago.
I've taken the printer to the place I bought it for repair, after all it's still under warranty.
Expert:  Yvette replied 6 months ago.

OK. Hopefully they will resolve the issue. Please update this question to let me know the resolution.

Thanks,

Yvette