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Richard
Richard, Technician
Category: Printers
Satisfied Customers: 34674
Experience:  Printer and scanner problem resolver for over 15 years
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Printer is saying paper jam can not find any paper jam, hp

Customer Question

printer is saying paper jam can not find any paper jam
JA: What's the exact make and model of your printer, and can you guesstimate how old it is?
Customer: hp officepro 8620 it is only 4-6 months old
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: pc windows 10
JA: How long has this been an issue? What happened right before this popped up?
Customer: a couple of weeks not sure daughter told me
JA: Anything else you want the printer expert to know before I connect you?
Customer: no thank you
Submitted: 5 months ago.
Category: Printers
Expert:  Richard replied 5 months ago.

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the printer (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the printer, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 5 months ago.
sorry did not work
Customer: replied 5 months ago.
no thanks
Expert:  Richard replied 5 months ago.

Thanks

Can you remove the ink from the printer then power it off.

then using a Q-Tip with cleaning alcohol (or warm water if you do not have any), clean out the areas where the ink goes in.

Then use a damp cloth and wipe down the inside of the printer.

Once done, let it dry for 10 minutes

Then put the ink back in, power it on and tell me if it then prints correctly please

Customer: replied 5 months ago.
still did not work thank you have a good day
Expert:  Richard replied 5 months ago.

Thanks

It is the internal drive motor that has faulted, it is not turning the rollers correctly, it is the only cause left

I am really sorry about this and you are going to have to return the printer to have tthis replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you

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