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

Customer Question
Loud ratcheting noise and...

Loud ratcheting noise and won't pick up paper. First said paper jam (none found) then said to load paper (didn't help).

Technician's Assistant: What's the exact make and model of your printer, and can you guesstimate how old it is?

Epson XP-860

Technician's Assistant: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?

Mac OS 10.11.6

Technician's Assistant: How long has this been an issue? What happened right before this popped up?

I replaced an ink cartridge, it printed a few pages (double sided) then heard loud ratcheting

Submitted: 11 months ago.Category: Printers
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Answered in 1 hour by:
9/11/2017
Technician: Kris R, Computer Hardware Engineer replied 11 months ago
Kris R
Kris R, Computer Hardware Engineer
Category: Printers
Satisfied Customers: 4,548
Experience: IT Manager at Wood Group PSN
Verified

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

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Customer reply replied 11 months ago
Just started today. Had to turn printer off.
Technician: Kris R, Computer Hardware Engineer replied 11 months 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

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Customer reply replied 11 months ago
Not home this evening--will resume late afternoon tomorrow.
Technician: Kris R, Computer Hardware Engineer replied 11 months ago

Okay - let me know

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Customer reply replied 11 months ago
Can we resume now?
Technician: Kris R, Computer Hardware Engineer replied 11 months 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

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Customer reply replied 11 months ago
Done
Customer reply replied 11 months ago
Are you there?
Technician: Kris R, Computer Hardware Engineer replied 11 months ago

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

Thanks

Kris

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Customer reply replied 11 months ago
No it says paper jam but none visible makes bad sound when I hit start
Technician: Kris R, Computer Hardware Engineer replied 11 months ago

Okay, can you give me the serial please?

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