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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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Loud ratcheting noise and won't pick up paper. First said

Customer Question

Loud ratcheting noise and won't pick up paper. First said paper jam (none found) then said to load paper (didn't help).
JA: What's the exact make and model of your printer, and can you guesstimate how old it is?
Customer: Epson XP-860
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: Mac OS 10.11.6
JA: How long has this been an issue? What happened right before this popped up?
Customer: I replaced an ink cartridge, it printed a few pages (double sided) then heard loud ratcheting
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: Nope
Submitted: 1 month ago.
Category: Printers
Expert:  Kris R replied 1 month ago.

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 1 month ago.
Just started today. Had to turn printer off.
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.
Not home this evening--will resume late afternoon tomorrow.
Expert:  Kris R replied 1 month ago.

Okay - let me know

Customer: replied 1 month ago.
Can we resume now?
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
Customer: replied 1 month ago.
Are you there?
Expert:  Kris R replied 1 month ago.

Yes - can you connect it back up, does this help?

Thanks

Kris

Customer: replied 1 month ago.
No it says paper jam but none visible makes bad sound when I hit start
Customer: replied 1 month ago.
Expert:  Kris R replied 1 month ago.

Okay, can you give me the serial please?