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Kris R
Kris R, Computer Hardware Engineer
Category: Computer
Satisfied Customers: 2841
Experience:  IT Manager at Wood Group PSN
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I had a internal paper jam and I had to open it up to get it

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I had a internal paper jam and I had to open it up to get it out. I was trying to print some shipping labels, and it got jammed up, and I had to take it apart to get the sticky paper out. I got it all, but I'm trying to print and the yellow light comes on saying there's an internal paper jam, but I got it all out
JA: What's the exact make and model of your printer, and can you guesstimate how old it is?
Customer: pixma, I can't remember it's a 4 in 1.
JA: How long has this been going on? What troubleshooting have you tried?
Customer: since yestsersday
JA: Anything else you want the Electronics Expert to know before I connect you?
Customer: its mx490

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

Customer: replied 26 days ago.
since yesterday.

Ok - can you unplug the printer from the power supply while the printer is on and hold in the power button on it for 30 seconds.
Let me know done
Regards
Kris

Customer: replied 26 days ago.
that's when I first got that's when I got the paper jam
Customer: replied 26 days ago.
why do I have to pay $39?

We are not a free service and the remote assistance is optional.

It is on top of your current charge(s)

Customer: replied 26 days ago.
Hold on, I just caught whatw you wrote
Customer: replied 26 days ago.
it's still coming on
Customer: replied 26 days ago.
the yellow button

Are you happy without the remote?

Customer: replied 26 days ago.
WHAT REMOTE?

The remote assitance we do not have to do t.

Customer: replied 26 days ago.
OK SO HOW CAN I FIX THIS?

Are you aware this is not $5?

Customer: replied 26 days ago.
Customer: replied 26 days ago.
I CAN PAY THE $39 SAME CREDIT CARD I JUST USED.
Customer: replied 26 days ago.
DO I JUST CONNECT TO SECURELY CONNECT?
Customer: replied 26 days ago.
HELLO? STILL HERE?

The question cost is $36.00

The remote assistance is $39 on top of the current $36.

Do you wish to continue at the current $36? or go to secure connect?

PLEASE LET ME KNOW

Customer: replied 26 days ago.
I HAVE TO PAY $39, AND THEN ANOTHER $36?

You already have paid $36.

If you want me to connect its another $39. I do not have to connect, it is optional.

Please let me know what you want to do.

Customer: replied 26 days ago.
I'LL JUST USE THE $36 DEAL
Customer: replied 26 days ago.
LET'S JUST DO IT NOW WITH THE $36

OK great.

Did you do the printer reset?

Customer: replied 26 days ago.
How do I do that?

Ok - can you unplug the printer from the power supply while the printer is on and hold in the power button on it for 30 seconds.

Customer: replied 26 days ago.
I did that already. Still the same.
Customer: replied 26 days ago.
I did it twice
  1. Press the Setup button.
  2. Press the right arrow until Device settings appears. Then, press OK.
  3. Press the right arrow until Reset setting appears. Then, press OK.

What do you see here?

Customer: replied 26 days ago.
where would the set up button be?

On the printer

Customer: replied 26 days ago.
there's just symbols, which one is it?
Customer: replied 26 days ago.
the only thing coming up is paper jam

Press Menu and then go through the menu until you see setup

Customer: replied 26 days ago.
I did press it, and getting nothing.
Customer: replied 26 days ago.
it's stuck on paper jam

OK. Some models do this. It's a way of forcing you to use them to fix it!

Customer: replied 26 days ago.
what do I do now?
Customer: replied 26 days ago.
I don't want to pay an extra $39 for it, I just bought this printer last week.

As you've already done the reset it sounds like a d-sensor has broke when it got jammed, it would be cheaper for you If you replaced the printer and did not get it serviced. Canon and usually Epson set some errors to lock the whole printer so you take it to them for servicing.

I can get prices for various different parts but you're looking at around $300 as these units are no longer "in-life"

As it is under full warranty return it for a new one. Once the new one is here let me know and I'll set it up for you If you want at no extra cost,
Note: Can you please rate me at the top so I am credit with my time, 5/5 gives me most credit and would be much appreciated. Thanks.

Customer: replied 26 days ago.
it says remove jam from paper tray, there's no jam there, I got the paper out before

It will cost you nothing to do this don't tell them you jammed it of course.

Note: Can you please rate me at the top so I am credit with my time, 5/5 gives me most credit and would be much appreciated. Thanks.

As you've already done the reset it sounds like a d-sensor has broke when it got jammed, it would be cheaper for you If you replaced the printer and did not get it serviced. Canon and usually Epson set some errors to lock the whole printer so you take it to them for servicing.

I can get prices for various different parts but you're looking at around $300 as these units are no longer "in-life"

As it is under full warranty return it for a new one. Once the new one is here let me know and I'll set it up for you If you want at no extra cost,
Note: Can you please rate me at the top so I am credit with my time, 5/5 gives me most credit and would be much appreciated. Thanks.

2

Customer: replied 26 days ago.
is it under warrantee? I can't remember if I bought it. How do I get it, do I need my receipt?

What date did you purchase it?

Customer: replied 26 days ago.
how to get a copy of my warrantee?

You don't need it.

When did you buy it?

Customer: replied 26 days ago.
are you still going to take the $36 off my card?
Customer: replied 26 days ago.
I'd ask you to email it, but I can't print it

You do not need a copy of the warranty.

When did you buy the printer?

Customer: replied 26 days ago.
I purchased in Sept 16
Customer: replied 26 days ago.
I do
need a copy

Return it to were you got it. You'll get a new one no questions asked. you do not need a copy of it

Note: Can you please rate me at the top so I am credited with my time, 5/5 gives me most credit and would be much appreciated. Thanks.

Kris R and 2 other Computer Specialists are ready to help you
Customer: replied 26 days ago.
I don't need a copy of the warrantee?

No copy required