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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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Okay, I have a HP officejet pro 8600 premium and the ADF

Customer Question

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 ?
JA: Can you guesstimate how old your OfficeJet is? And just to clarify, what's the exact model?
Customer: It is 2 years old - fpu # cn577-64001
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: Window 7 ultimate
JA: How long has this been an issue? What happened right before this popped up?
Customer: 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
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: no not now
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.
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: replied 1 month ago.
NO - CONNECTING TO THE COMPUTER WON'T CONNECT TO THE PRINTER PROBLEM
Customer: replied 1 month ago.
THIS " JUST ANSWER " JUST DOES NOT SEEM TO BE COMMUNICATING VERY WELL - SOMETHING IS WRONG WITH THE SERVICE
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.
OTHER INSTRUCTIONS SAY NOT TO KILL THE POWER SUPPLY WHILE THE PRINTER IS ON
Customer: replied 1 month ago.
CAN YOU FIND MY ORIGAN QUESTION SENT IN EARLIER ? ? ?
Expert:  Kris R replied 1 month ago.

Please do this.

They have all been locked

Customer: replied 1 month ago.
OKAY NONE OF THIS SEEMS TO BE WORKING FOR ME ? ? ? WHAT DO YOU MEAN THEY HAVE ALL BEEN LOCKED ?
Customer: replied 1 month ago.
CAN YOU SEE MY ORIGINAL QUESTION SENT IN EARLIER TODAY ? ? ? ? ?
Expert:  Kris R replied 1 month ago.

Yes - let me go through them for you.

Customer: replied 1 month ago.
is it time to abort this procedure
Expert:  Kris R replied 1 month ago.

Is it connected wireless or wired?

Customer: replied 1 month ago.
wired
Expert:  Kris R replied 1 month ago.

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

Thanks

Kris

Customer: replied 1 month ago.
no - tell me how - most instructions so far have not worked
Expert:  Kris R replied 1 month 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.

Customer: replied 1 month ago.
do I hold on button down while I unplug the power cord or after unplugging the cord ?
Expert:  Kris R replied 1 month ago.

After you unplug it please

Customer: replied 1 month ago.
okay here goes
Customer: replied 1 month ago.
okay now what
Expert:  Kris R replied 1 month ago.

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

Customer: replied 1 month ago.
no it did not help - still does not pick up paper with 6 pages in the stack
Expert:  Kris R replied 1 month ago.

Okay are we OK to do a full factory reset?

Thanks

Kris

Customer: replied 1 month ago.
okay I quess - will I lose all of my fax settings and number info ? ? ?
Expert:  Kris R replied 1 month ago.

Yes this a choice you would need to make..

Customer: replied 1 month ago.
Okay so I will loose my fax number, date, time and etc.
Expert:  Kris R replied 1 month ago.

Yes you will need to re-add it

Customer: replied 1 month ago.
Okay, if you really think this will solve the problem ? then lets do it
Expert:  Kris R replied 1 month 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.
Customer: replied 1 month 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 .
Expert:  Kris R replied 1 month 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.

Customer: replied 1 month ago.
okay even though it did not appear - I mashed that area on the panel 4 times and support menu now appears
Customer: replied 1 month ago.
now what ?
Expert:  Kris R replied 1 month ago.

Ok do you see reset?

Customer: replied 1 month ago.
I never saw full reset - I only say reset language and country
Customer: replied 1 month ago.
now it is printing out a test page ?
Expert:  Kris R replied 1 month ago.

Can you list what you see on this menu?

Customer: replied 1 month ago.
now it say support
CLP1CN1322CR
this printer is like BRAND NEW HARDLY USED AT ALL
Expert:  Kris R replied 1 month 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

Customer: replied 1 month ago.
OKAY I FINALLY SCROLLED AROUND AND FOUND SEMI/FULL RESET AND MASHED THE OKAY BUTTON AND THE PRINTER TURNED OFF
Customer: replied 1 month ago.
NOW WHAT ?
Expert:  Kris R replied 1 month ago.

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

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

OK great

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

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