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Nathan, Camera /Video Tech
Category: Camera and Video
Satisfied Customers: 19542
Experience:  Analog and Digital Camera and Video systems expert
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I have a 2100 series all in one printer, service #Y072866.

Customer Question

i have a 2100 series all in one printer, service #Y072866. I'm getting a paper jam error message (code 3523) but there is no paper jam. I have checked the paper and took out the paper in the loader, have turned the unit off and restarted and still get the alert. What can I do to resolve this ?
JA: What's the exact make and model of your printer, and can you guesstimate how old it is?
Customer: It's a 2170 and is approx. Maybe 5 yrs. The printer software is version 6.2.
JA: What happened right before this popped up? What troubleshooting have you tried?
Customer: A 1 page document was printed successfully then sometime after that the message popped up. I've looked fro any jammed paper as thoroughly as I know how and i can't see any paper in the unit. I've turned it off and started and I also rebooted the computer it is associated with.
JA: Anything else you want the camera expert to know before I connect you?
Customer: This is a printer not a camera.
Submitted: 11 days ago.
Category: Camera and Video
Expert:  Nathan replied 11 days ago.

Hi, I'm Nathan.
Sorry to hear that you're having trouble with this but I'll do my best to help you.

Expert:  Nathan replied 11 days ago.

This is a “diffuse” message which simply denotes an internal fault. That can be caused by anything from debris/obstruction (paper jam, bent/damaged rails, out of place purge assembly/wiper, or dirty/dislocated encoder strip) to an actual hardware defect (bad sensor or control board, faulty carriage drive motor/gear/belt, bad printhead/carriage pcb).

What we can try here are some cleaning and reset steps.
First, open up the printer, and check for any internal debris such as scraps of paper, paperclip or staple, etc. Then remove the input paper supply.

Check if you’re able to move the carriage manually, or if it moves on its own when lifting the lid. If it does move, you can proceed with cleaning by blowing out the Inside compartment with compressed air and checking carefully on both sides for any obstructions. Next remove all of the ink cartridges, then clean the metal electrical contacts on the back, as well as where they mate up inside the printer, using qtips and rubbing alcohol. Dry well, then reseat the cartridges. Then wipe down the encoder strip, which is a clear plastic strip running the width of the printer, that sits just slightly above and behind the carriage. Next take a piece of heavy paper like card stock and push that through the rollers (feed path) to dislodge any last bits of paper that may be stuck.

Slide the paper guides to the center then back out, fan the front edge of the paper stack, and replace the paper supply.

Then reset the machine:
unplug power at the wall outlet
wait 5 minutes
press and hold the power/on button for 60+ seconds
keep holding while plugging back in, and for another 60 seconds after, then release

Let me know the results, and I’ll advise further if needed.


Expert:  Nathan replied 8 days ago.

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If so, simply reply back on this page.

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