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jeffreybongers
jeffreybongers, Engineer
Category: Printers
Satisfied Customers: 284
Experience:  Many years repairing and troubleshooting printers and photocopiers.
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My printer (Phaser 8560) regularly gives an paper jam error.

Customer Question

Hi
JA: Hello. What seems to be the problem?
Customer: My printer (Phaser 8560) regularly gives an paper jam error. Clearing the jam doesn't clear the error, but cycling the power does. Could this be the maintenance cam shaft?
JA: What's the exact make and model of your printer, and can you guesstimate how old it is?
Customer: Xerox Phaser 8560DN. Many years old - can I find this in the menu?
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: Mac 10.11.6 amongst others (all Mac)
JA: How long has this been an issue? What happened right before this popped up?
Customer: The error has been occurring for a while although this printer isn't used much
JA: Is there anything else important you think the Printer Technician should know?
Customer: Don't think so...
Submitted: 4 months ago.
Category: Printers
Expert:  jeffreybongers replied 4 months ago.

Hello and welcome.

My name is***** will be assisting you today.

I'm so sorry for the extended wait time. Did you still need assistance with your issue?

Kind regards,

Jeff

Expert:  jeffreybongers replied 4 months ago.

Do you still need assistance regarding this problem?

Waiting for your reply,

Kind regards,
Jeff

Customer: replied 4 months ago.
Hi JeffYes please. I'm in the UK so there may be some delays in answering ;-)Do you need any more info from me?Bruce
Expert:  jeffreybongers replied 4 months ago.

Hello Bruce,

This is no problem, I am from the Netherlands.

Have you tried updating the drivers and the firmware of the Phaser 8560 printer?

Kind regards,

Jeff

Customer: replied 4 months ago.
No. I'm not convinced that would help...?
Expert:  jeffreybongers replied 4 months ago.

When you go to this link: http://www.support.xerox.com/support/phaser-8560/downloads/enus.html?operatingSystem=win7x64

Are you able to install that firmware?

Kind regards,

Jeff

Customer: replied 4 months ago.
That's a Windows driver. I'll check whether my Mac has an older version. But this happens with multiple Macs with different driver versions
Expert:  jeffreybongers replied 4 months ago.

I understand.

Please also the firmware update from that site please.

Kind regards,

Jeff

Expert:  jeffreybongers replied 4 months ago.

Do you still need assistance regarding this problem?

It would be greatly appreciated to rate me after this conversation. The rating can be done in the top of this screen.

Waiting for your reply,

Kind regards,
Jeff

Customer: replied 4 months ago.
I'm really not convinced this is going to work but I'll give it a go. We're away tomorrow till Monday so I won't know for sure till next week. I believe it's a hardware issue with the printer but I understand ruling out software is good practice.
Expert:  jeffreybongers replied 4 months ago.

I understand this.

Please let me know when you are able to continue to solve this.

Kind regards,

Jeff

Customer: replied 4 months ago.
How do I update the firmware? It doesn't seem to be on the drivers page
Expert:  jeffreybongers replied 4 months ago.

When you click on firmware on the same page.

Are you able to download this?

Kind regards,

Jeff

Customer: replied 4 months ago.
I only see this...
Expert:  jeffreybongers replied 4 months ago.

With your version of MAC OS X, correct.

Kind regards,

Jeff

Customer: replied 4 months ago.
OK so I've used the OS X 10.9 firmware update...
Expert:  jeffreybongers replied 4 months ago.

Great!

Did this solve the printer problem?

Please let me know how this goes.

Kind regards,

Jeffrey

Customer: replied 3 months ago.
Hi JeffreySorry for the long silence. As you know we were away for a short while. I also wanted to ensure the issue was fixed.Unfortunately nothing has changed. The printer still periodically jams and only powering down / up the printer clears the jam error.What do we try next?Thanks
Bruce
Expert:  jeffreybongers replied 3 months ago.

I understand Bruce.

Does it matter if you make a copy, or does the paper jam then also occurs?

Kind regards,

Jeff

Customer: replied 3 months ago.
I don't know what you mean by 'does it matter if you make a copy'?
B
Expert:  jeffreybongers replied 3 months ago.

I understand.

Let me look into this for you.

Kind regards,

Jeff