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Freddy M.
Freddy M., Technician
Category: Printers
Satisfied Customers: 18398
Experience:  Years of IT and customer support experience
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My printer says there is a paper jam, I cleared the printer.

Customer Question

My printer says there is a paper jam, I cleared the printer. Why does my printer keep saying paper jam?
Submitted: 2 years ago.
Category: Printers
Expert:  Freddy M. replied 2 years ago.

Hello my name is***** do not rate until we are finished. I look forward to assisting and am very sorry to hear that you are having this problem. I want to warn you that it is possible you will need to replace a part in order to fix this. There are a few different things that can cause this and a couple different parts so we would need to troubleshoot to find out for sure. What model printer is this?

Customer: replied 2 years ago.
My 7120
Customer: replied 2 years ago.
Mg
Expert:  Freddy M. replied 2 years ago.

Then by hand move the carriage by hand.
It should move freely, if it does not it is damaged.

Move it back and forth across the bar 3 or 4 times.
Then leave it in the middle of the bar.

Plug the machine back in and turn it on.
Give it a minute or two to detect the print head in the middle and re-calibrate it.

If this did not work, please come back and let me know what happened when you tried it by clicking on reply to expert so we can continue.
If it did work, please don’t forget to leave a positive rating - it is greatly appreciated.

Customer: replied 2 years ago.
It still says paper jam!
Expert:  Freddy M. replied 2 years ago.

When you removed the jam originally where was it jammed?

Customer: replied 2 years ago.
An envelope was jammed
Expert:  Freddy M. replied 2 years ago.

Ok, but where in the machine did it jam?

Customer: replied 2 years ago.
In the back
Expert:  Freddy M. replied 2 years ago.

Did you remove the back panel to get to it?

Customer: replied 2 years ago.
Expert:  Freddy M. replied 2 years ago.

Ok please remove all paper, turn the machine off and disconnect all cables.

It may seem odd but now hold it upside down and shake it side to side a couple times.

Turn it back over, reconnect everything and do the original steps I gave you one more time.

Customer: replied 2 years ago.
That didn't work
Expert:  Freddy M. replied 2 years ago.

What happened when you tried it?

Customer: replied 2 years ago.
Still getting the same message
Expert:  Freddy M. replied 2 years ago.

Please give me the exact and entire error including any numbers.

Customer: replied 2 years ago.
Paper jam in the cassette
Remove the paper jam from the following locations
Paper output slot
Transport unit on the rear side
Support code 1311
Expert:  Freddy M. replied 2 years ago.

Ok you may have something stuck behind a cover inside the back cover, this video explains what I mean:

https://youtu.be/k-LauEIHLdo

Customer: replied 2 years ago.
I did
Expert:  Freddy M. replied 2 years ago.

Ok so you did everything in the video I just sent and the error is still there? Including removing the inner cover behind the back cover?