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Richard
Richard, Technician
Category: Printers
Satisfied Customers: 31124
Experience:  Printer and scanner problem resolver for over 15 years
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I have a paper error and paper is loaded, paper out in

Customer Question

hi
JA: Hi. How can we help?
Customer: I have a paper error and paper is loaded
JA: What's the exact make and model of your printer, and can you guesstimate how old it is?
Customer: paper out in cassette 2 the printer is xp 620 I am completely puzzled cause I tried eeeeeveryyything
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: mac
JA: How long has this been an issue? What happened right before this popped up?
Customer: we were having problems scanning I wanted to scan a page and transfer it to a pdf to my mac
JA: Anything else you want the printer expert to know before I connect you?
Customer: mac os x, version 10.7.5
Submitted: 9 days ago.
Category: Printers
Expert:  Richard replied 9 days 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 9 days ago.
I did that already
Customer: replied 9 days ago.
maybe i can tell you what i did so far?
Expert:  Richard replied 9 days ago.

yes please,as I did not see this in your opening statement

Customer: replied 9 days ago.
nope, I would like you to give me a solution
Customer: replied 9 days ago.
I dont have a lot of time and I've already spent some money on this
Expert:  Richard replied 9 days ago.

ok, sorry I do not understand your last message

"nope, I would like you to give me a solution"

You were going to tell me what you did so far, so not sure what you now mean with these next messages.

Customer: replied 9 days ago.
a msg keeps popping up about 40 dollards and remote control
Customer: replied 9 days ago.
I remove the cassette loaded the paper and unloaded the paper
I turned the printer upside down, remove the back of the printer to check of any paper jams or any other objects
I adjusted the paper several times and load less and more paper
Expert:  Richard replied 9 days ago.

yes, when you read you see it is an offer the website has which you can decline and ignore

Customer: replied 9 days ago.
ok
coudl you please tell me has to fix the recurring error?
Customer: replied 9 days ago.
hello
Customer: replied 9 days ago.
I am waiting for your reply
Expert:  Richard replied 9 days 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 9 days ago.
what is a q tip?
Expert:  Richard replied 9 days ago.

It is a cotton bud on the end of a stick that you use to clean out your ears.

Customer: replied 9 days ago.
I also changed all the cartridges to new yesterday after this error. How do I clean the areas where the ink goes in and what specific areas do you talk about?
Customer: replied 9 days ago.
OK
Expert:  Richard replied 9 days ago.

thanks

Customer: replied 9 days ago.
what specific areas are you talking about? Specially iwth the ink?
Expert:  Richard replied 9 days ago.

Where the ink cartridges go into the slots.

Customer: replied 9 days ago.
Hi Richard
It's doing the same, giving the same error
Expert:  Richard replied 9 days ago.

you also wiped down the inside of the printer with a damp cloth, especially over the rollers correct?

Customer: replied 9 days ago.
Hi Richard
I think is has something to do with the paper type
because I was trying to scan an image to pdf and several people fiddlig with the printer. I think the settings for paper are changed and it now shows glossy but cannot find a4
Customer: replied 9 days ago.
I just changed the printer to previous settings
Expert:  Richard replied 9 days ago.

ok, but then print from word, and on the print properties, go and set the paper to A4.

What then happens?

Customer: replied 9 days ago.
I fixed it
Expert:  Richard replied 9 days ago.

did you change it to A4 as requested?

Expert:  Richard replied 9 days ago.

ok.. I am not sure if you are still communicating with me on this? As you dissapeared, but if you have continued problems, or would like any additional information or assistance, please do not hesitate to let me know.

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

Thank you

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