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I actually have a problem with my HP Laser Printer. Apple…

Customer Question
I actually have a...

I actually have a problem with my HP Laser Printer.

Technician's Assistant: What kind of computer do you have?

Apple Macbook Pro

Technician's Assistant: Have you installed any updates recently?

No. I just inherited the printer from another office that was shutting down.

Technician's Assistant: Anything else you want the Computer Expert to know before I connect you?

It's a LaserJet 500 M575

Submitted: 11 months ago.Category: Computer Hardware
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Answered in 2 minutes by:
9/11/2017
Computer technician: Jess M., Computer Support Specialist replied 11 months ago
Jess M.
Jess M., Computer Support Specialist
Category: Computer Hardware
Satisfied Customers: 8,128
Experience: Computer Hardware Support Specialist for more than 10 years
Verified

Hi, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.

I am very sorry about your issues. Can you please tell me what exactly is the problem that you are having with this HP printer?

Please let me know by replying to me here so that I can help you further.

Best regards,
Jess

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Customer reply replied 11 months ago
Paper always gets jammed at (behind) the right-hand door.
Customer reply replied 11 months ago
It's a hardware problem. I've already paid $48. Another $39 is over the top.
Computer technician: Jess M., Computer Support Specialist replied 11 months ago

Thank you for writing back with that information. This is a hardware problem so remote access is not an option, please ignore it.

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Customer reply replied 11 months ago
OK
Computer technician: Jess M., Computer Support Specialist replied 11 months ago

Have you checked the rollers to see if there are very small pieces of paper or dirt that cause the jam?

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Customer reply replied 11 months ago
I have shone a flashlight in there.
Computer technician: Jess M., Computer Support Specialist replied 11 months ago

Is the jam happening in the lower right door? or on the top right door?

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Customer reply replied 11 months ago
On this model there is only one big door on the right side.
Computer technician: Jess M., Computer Support Specialist replied 11 months ago

Thank you for that information.

HP provided a detailed procedures in clearing paper jam for your printer model. Please check out this link:

https://support.hp.com/ca-en/document/c03491126#AbT5

There are several possible location and cause of the jam. This includes the fuser and the bins and rollers.

Please clear all those possible locations shown in the link above to prevent paper from being jammed again.

I hope that helped.

Please remember to rate my service positively (3-5 stars/faces) if this helped. Tips are always highly appreciated!

If you need further assistance, please do not rate me negatively with 1 or 2 faces. Instead, please reply to me so that I can help you further.

Thank you!

Best regards,
Jess

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Customer reply replied 11 months ago
The problem is that the paper always jams. It is not difficult to remove it -- removing the paper is not the problem. The problem is that there is something wrong with the mechanism. I doubt that you are going to be able to diagnose it without being on site, but I thought there might have been someone there who was a LaserJet expert. I have no problem with you, but we could go on and on. I'd rather just get my money back now. Thanks.
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