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John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5077
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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The printer is telling me there is a paper jam...but there

Customer Question

the printer is telling me there is a paper jam...but there is not. Is there a reset putton I need to use?
JA: What's the exact make and model of your printer, and can you guesstimate how old it is?
Customer: it is approximately 2 years (max) old. it is the workforce 3640
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: pc
JA: How long has this been an issue? What happened right before this popped up?
Customer: I was printing. it jammed. I cleared the jam but cannot clear the notification
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: no
Submitted: 1 month ago.
Category: Printers
Expert:  Kris R replied 1 month ago.

Hi, my name is ***** ***** I’ll do my best to help you today. I may have some follow-up questions to help me better understand your question.

Expert:  Kris R replied 1 month ago.

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 1 month ago.
done
Expert:  Kris R replied 1 month ago.

OK - connect it back up and tell me If this helps you?

Thanks

Kris

Customer: replied 1 month ago.
no it is still reading paper jam
Customer: replied 1 month ago.
you got my response correct. It still reads paper jam
Expert:  Kris R replied 1 month ago.

Ok the service log is telling me to reset it, is that OK?

Thanks

Kris

Customer: replied 1 month ago.
that's what I think it needs but I can't find a reset button
Expert:  Kris R replied 1 month ago.
  1. Press the home button, if necessary.
  2. Select Setup.
  3. Scroll down and select System Administration. ...
  4. Scroll down and select Restore Default Settings. ...
Customer: replied 1 month ago.
it does not alow me to do anything. when I select the home button it says this operation is invalid
Customer: replied 1 month ago.
i even have a reset button but it says the same thing when I press it
Expert:  Kris R replied 1 month ago.

Can you try it after rebooting it, that's not normal.

Customer: replied 1 month ago.
let me reboot
Expert:  Kris R replied 1 month ago.

Ok great

Customer: replied 1 month ago.
nope
Customer: replied 1 month ago.
I held down the power button until it turned off then turned back on again and it went right back to paper jam
Expert:  Kris R replied 1 month ago.

Does the menu controls work after the reboot?

Expert:  Kris R replied 1 month ago.

That's unusual that the controls do not work

Customer: replied 1 month ago.
this printer is so simple there is no place for paper to hide. no all buttons respond with the same message
Customer: replied 1 month ago.
the only button that doesn't give me that response it the blue button with a diamond on it. when I press it, the machine goes to "preparing" then immediately to paperjam again
Expert:  Kris R replied 1 month ago.

Yep, basically the sensor fails and thinks it's jammed all the time.. that's why we need to reset it but in your case, for some reason I have never seen, the controls are ALSO not working.

Customer: replied 1 month ago.
hmmmm doesn't sound good
Expert:  Kris R replied 1 month ago.

One thing. Can you open the ink covers and try getting into the menu?

The "Ink tray if open" message may stall the paper jam messege and allows us in..

Customer: replied 1 month ago.
are you saying open the lid that reveals the ink cartridges?
Expert:  Kris R replied 1 month ago.

Yes, and once you've done that while it is open, reboot it.

Customer: replied 1 month ago.
ok I held down the power button until it rebooted but it went right back to same message. How about unplug then hold down button for 30 seconds
Expert:  Kris R replied 1 month ago.

Did you do this with the ink trays open?

Expert:  Kris R replied 1 month ago.

I'm going to need to leave and will be back in 1 hour is that OK?

Customer: replied 1 month ago.
not sure what you mean by that. with the lid open to where the ink trays.....ok getting a different code this time. says printer error. turn the power off and on again. for details, see your docuentation or visit epson.com error code.OxEA
Customer: replied 1 month ago.
I believe it is fixed. Please text me when you get back in. I think opening the cover and rebooting made it reset. I'll print here in a minute and let you know for sure
Customer: replied 1 month ago.
Now it is working but it is not talking to my computer. Please contact me as soon as you get back in
Customer: replied 1 month ago.
Now I have to run out on an appointment. I won't be back until about 8:00 pm. Can we make an appointment for in the morning to finish this?
Expert:  Kris R replied 1 month ago.

Let me know when you get back

Customer: replied 1 month ago.
It will probably not be before 9:00. Can we reconvene in early afternoon?
Customer: replied 1 month ago.
I may have u connect and just get my computer talking to my printer
Expert:  Kris R replied 1 month ago.

Tomorrow is fine with me message me on here.

OK that's no issue