Printers

Printer repair questions? Ask IT technicians for answers ASAP

Ask an Expert,
Get an Answer ASAP!

I have a HP officejet pro 8600 premium and the ADF will not…

Customer Question
Okay, I have a...

Okay, I have a HP officejet pro 8600 premium and the ADF will not pick up paper and feed it ? I have turned the printer off unplugged the power cord and unplugged the power cord from the wall outlet. I have also cleaned all of the rollers in the ADF. Now I am trying to reset the factory setting, how do I do that ?

Technician's Assistant: Can you guesstimate how old your OfficeJet is? And just to clarify, what's the exact model?

It is 2 years old - fpu # cn577-64001

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

Window 7 ultimate

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

It has happened before, and while it was still in warranty a HP tech walked me thru some step and it was fixed, but now it has happened again several times

Technician's Assistant: Anything else you want the Printer Expert to know before I connect you?

No not now

Submitted: 8 months ago.Category: Printers
Show More
Show Less
Ask Your Own Printers Question
Answered in 1 hour by:
9/12/2017
Technician: Kris R, Computer Hardware Engineer replied 8 months ago
Kris R
Kris R, Computer Hardware Engineer
Category: Printers
Satisfied Customers: 4,547
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

Ask Your Own Printers Question
Customer reply replied 8 months ago
APPROXIMATELY A YEAR - AS NOTED A HP TECHNICIAN FIXED IT ONCE ON THE PHONE BUT IT HAS HAPPENED AGAIN A FEW TIMES SINCE THEN - SEE MY ORIGINAL QUESTION FOR MORE DETAILS -
Customer reply replied 8 months ago
NO - CONNECTING TO THE COMPUTER WON'T CONNECT TO THE PRINTER PROBLEM
Customer reply replied 8 months ago
THIS " JUST ANSWER " JUST DOES NOT SEEM TO BE COMMUNICATING VERY WELL - SOMETHING IS WRONG WITH THE SERVICE
Technician: Kris R, Computer Hardware Engineer replied 8 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

Ask Your Own Printers Question
Customer reply replied 8 months ago
OTHER INSTRUCTIONS SAY NOT TO KILL THE POWER SUPPLY WHILE THE PRINTER IS ON
Customer reply replied 8 months ago
CAN YOU FIND MY ORIGAN QUESTION SENT IN EARLIER ? ? ?
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

Please do this.

They have all been locked

Ask Your Own Printers Question
Customer reply replied 8 months ago
OKAY NONE OF THIS SEEMS TO BE WORKING FOR ME ? ? ? WHAT DO YOU MEAN THEY HAVE ALL BEEN LOCKED ?
Customer reply replied 8 months ago
CAN YOU SEE MY ORIGINAL QUESTION SENT IN EARLIER TODAY ? ? ? ? ?
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

Yes - let me go through them for you.

Ask Your Own Printers Question
Customer reply replied 8 months ago
is it time to abort this procedure
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

Is it connected wireless or wired?

Ask Your Own Printers Question
Customer reply replied 8 months ago
wired
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

Okay to reset the paper feed you must do my reset, were you able to do this?

Thanks

Kris

Ask Your Own Printers Question
Customer reply replied 8 months ago
no - tell me how - most instructions so far have not worked
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

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.

Ask Your Own Printers Question
Customer reply replied 8 months ago
do I hold on button down while I unplug the power cord or after unplugging the cord ?
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

After you unplug it please

Ask Your Own Printers Question
Customer reply replied 8 months ago
okay here goes
Customer reply replied 8 months ago
okay now what
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

Okay, connect it back up and tell me If this helps

Ask Your Own Printers Question
Customer reply replied 8 months ago
no it did not help - still does not pick up paper with 6 pages in the stack
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

Okay are we OK to do a full factory reset?

Thanks

Kris

Ask Your Own Printers Question
Customer reply replied 8 months ago
okay I quess - will I lose all of my fax settings and number info ? ? ?
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

Yes this a choice you would need to make..

Ask Your Own Printers Question
Customer reply replied 8 months ago
Okay so I will loose my fax number, date, time and etc.
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

Yes you will need to re-add it

Ask Your Own Printers Question
Customer reply replied 8 months ago
Okay, if you really think this will solve the problem ? then lets do it
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

It's the only thing left to try.

To do a reset we need to get into the secret menu let me know when you see it

How to get to the secret menu

  • Turn OFF your printer.
  • Wait for 10 Seconds before turning it ON again.
  • Just as the printer turns ON, press the back button (arrow icon) on the front panel of the printer “4 times”.
  • If you did it correctly, the support menu should appear.
Ask Your Own Printers Question
Customer reply replied 8 months ago
I repeat the HP technician did something similar one time along with me cleaning all of the rollers and etc. and it worked for awhile the then the problem came back ?
Also , when I do your instructions the back arrow button does not appear at all, I have tried this earlier today .
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

OK If it's coming back it's a hardware issue and you need to get a new printer, If it fixes it that's fine but If it keeps happening you need to look at replacing the printer has it's clear the hardware is failing.

Ask Your Own Printers Question
Customer reply replied 8 months ago
okay even though it did not appear - I mashed that area on the panel 4 times and support menu now appears
Customer reply replied 8 months ago
now what ?
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

Ok do you see reset?

Ask Your Own Printers Question
Customer reply replied 8 months ago
I never saw full reset - I only say reset language and country
Customer reply replied 8 months ago
now it is printing out a test page ?
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

Can you list what you see on this menu?

Ask Your Own Printers Question
Customer reply replied 8 months ago
now it say support
CLP1CN1322CR
this printer is like BRAND NEW HARDLY USED AT ALL
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

Can you tell me what options it gives you in the secret menu please?

You may need to scroll down and have a look through them

Ask Your Own Printers Question
Customer reply replied 8 months ago
OKAY I FINALLY SCROLLED AROUND AND FOUND SEMI/FULL RESET AND MASHED THE OKAY BUTTON AND THE PRINTER TURNED OFF
Customer reply replied 8 months ago
NOW WHAT ?
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

If you did the full reset let it turn back on and the issue should be resolved, If not it's hardware

Ask Your Own Printers Question
Customer reply replied 8 months ago
WHAT A DAY - NOW IT IS SAYING THAT THE YELLOW CARTRIDGE IS DEPLEATED AND NEEDS REPLACING AND I DO NOT HAVE ONE RIGHT NOW - I WILL GET ONE AND GET BACK TO YOU SOON.
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

OK great

Ask Your Own Printers Question
Customer reply replied 8 months ago
okay - after all of that - it still will not pick up pager - the chime sounds and then when it is time to pick up the paper it make kind of a short grinding noise and send message to try again .
Technician: Kris R, Computer Hardware Engineer replied 8 months ago

Okay so in this case it's a hardware issue, I'm sorry but at least we tried everything.

Ask Your Own Printers Question
Was this answer helpful?
Ask John Your Own Question
John
John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5,081
5,081 Satisfied Customers
Experience: CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.

John is online now

A new question is answered every 9 seconds

How JustAnswer works:

  • Ask an ExpertExperts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional AnswerVia email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction GuaranteeRate the answer you receive.

JustAnswer in the News:

Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help.

Mary C.Freshfield, Liverpool, UK

This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!!

AlexLos Angeles, CA

Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult.

GPHesperia, CA

I couldn't be more satisfied! This is the site I will always come to when I need a second opinion.

JustinKernersville, NC

Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around.

EstherWoodstock, NY

Thank you so much for taking your time and knowledge to support my concerns. Not only did you answer my questions, you even took it a step further with replying with more pertinent information I needed to know.

RobinElkton, Maryland

He answered my question promptly and gave me accurate, detailed information. If all of your experts are half as good, you have a great thing going here.

DianeDallas, TX

< Previous | Next >

Meet the Experts:

John

John

Computer Science Engineer

5,081 satisfied customers

CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.

Shefin

Shefin

Printer and Office Equip. Specialist

3,649 satisfied customers

Working as tech support specialist with a worldwide computer manufacturer.

Russell H.

Russell H.

Printer and Office Tech

3,343 satisfied customers

11+ yrs experience, inkjets & lasers, from huge to portable

Andy

Andy

Elec & Comp pro

2,717 satisfied customers

11yr exp, Comp Engg, Internet expert, Web developer, SEO

Bernie

Bernie

Printer Technician

1,997 satisfied customers

6+ years experience, Microsoft MCDST/CompTia A+ Certified

Sudipto

Sudipto

Engineer

1,152 satisfied customers

DIploma in Computer Hardware

Md. Sadique

Md. Sadique

Engineer

1,083 satisfied customers

Electronics engineer with 7+ years of experience in repairing office equipments & printers

< Previous | Next >

Related Printers Questions
Hp office pro 8615 displays an incorrect cartridge error
hp office pro 8615 displays an incorrect cartridge error message. Cartridges are HP 950xl and 951xl restarted with no effect. Last software update is not known… read more
p0llinate
p0llinate
Bachelors of Science
14 satisfied customers
I scanned to WedScan when nothing else activated, and now I
I scanned to WedScan when nothing else activated, and now I don't know how to access what was successfully scanned. … read more
Harry
Harry
1,709 satisfied customers
My Brother MFC 9970CDW has jsut started printing only parts
My Brother MFC 9970CDW has jsut started printing only parts of docs whether emails, invoices or reports; it prints logos and pics but not the text generally … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,417 satisfied customers
Menu window not lighting up. Just today. If I can. Just had
Just had all the bushes replaced as machine was jamming… read more
Harry
Harry
1,709 satisfied customers
I've been having a lot of problems trying to install
Hi I've been having a lot of problems trying to install wireless printer 31210. Spent 3 hrs this afternoon to no avail! I've been trying to find the site that I typed to an assistant, but can't find i… read more
Michael
Michael
CEO
Master\u0027s Degree
183 satisfied customers
Need a linux driver for an et-3750. Epson ET-3750. How has
I just purchased an Epson ET-3750 printer. I have successfully installed it on my network. I am able to access the printer with my windows laptop. I also have a Linux desktop. I need the driver for the Linux machine. … read more
Suhasini Velu
Suhasini Velu
Bachelor of Engineering
294 satisfied customers
My HP Color LaserJet CP3525dn when I turn it on sounds like
my HP Color LaserJet CP3525dn when I turn it on sounds like it is starting in a normal manner, however, the lights don't go on and when I try to do a troubleshooter from my computer I get the message … read more
Steve Asher
Steve Asher
AAS Network Infrastructure
144 satisfied customers
Slow printing the job. MX452 Canon. Six months. Never I am
never I am 84 years and not old computer literate a dummy … read more
Shefin
Shefin
Printer and Office Equip. Specialist
Engineering Diploma
3,649 satisfied customers
My epson-ET-2550 printer stopped printing. Apple I-mac 27in
Apple I-mac 27in home computer but the printer has worked … read more
Shefin
Shefin
Printer and Office Equip. Specialist
Engineering Diploma
3,649 satisfied customers
I have been unable to print documents from my Chrome Acer
I have been unable to print documents from my Chrome Acer PC. I am very limited in my understanding. At one time I was able to print from my Brothers printer, but moved for a short while, using anothe… read more
Harry
Harry
1,709 satisfied customers
Brother P touch TZe wont turn on. new batteries and plugged
brother P touch TZe wont turn on. new batteries and plugged in and wont show anything on screen and no power … read more
Steve Asher
Steve Asher
AAS Network Infrastructure
144 satisfied customers
MG 5320 only prints blank pages when printing or copyilng.
MG 5320 only prints blank pages when printing or copyilng … read more
Shefin
Shefin
Printer and Office Equip. Specialist
Engineering Diploma
3,649 satisfied customers
Have never had sound on comoputer. Hp Paviillion. Windows
Have never had sound on comoputer JA: What's the brand and model of your printer? Customer: Hp Paviillion JA: What Operating System (OS) are you running on your Pavilion? Customer: Windows 8.1 JA: Wha… read more
Kamil Anwar
Kamil Anwar
IT Consultant / Systems Engineer
Bachelor\u0027s Degree
459 satisfied customers
I replaced all the cartridges and received an error Ink
I replaced all the cartridges and received an error Ink system failure. Error xoc18a0203 … read more
p0llinate
p0llinate
Bachelors of Science
14 satisfied customers
Says needs validation. HP officejet 5740. Haven't needed to
says needs validation JA: What's the brand and model of your printer? Customer: HP officejet 5740 JA: How long has this been going on with your OfficeJet? Customer: haven't needed to print in 4 5 days… read more
Harry
Harry
1,709 satisfied customers
HP OFFICEJET PRO 6830 will not print blue colors. Changed
Second opinion] HP OFFICEJET PRO 6830 will not print blue colors. Changed the HP Blue 935 cartridge twice and still get poor quality no blue printing aligned and followed the utilities procedlures … read more
Harry
Harry
1,709 satisfied customers
My printer is communicating with my computer, I have changed
My printer is communicating with my computer, I have changed the ink, but blank pages come out. It sounds like it's printing, but it's not. It is an Epson Stylus NX200 series. … read more
p0llinate
p0llinate
Bachelors of Science
14 satisfied customers
I have a model MFC-J435W. The device has stopped printing.
I have a model MFC-J435W. The device has stopped printing. used to say the printer is in an error state. Now it says 12 docs waiting. No further error messages … read more
Md. Sadique
Md. Sadique
Engineer
Diploma in applied electronics
1,083 satisfied customers
Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Show MoreShow Less

Ask Your Question

x