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I get an error message 0x97 and can't seem to fix it,

Customer Question
I get an error...

I get an error message 0x97 and can't seem to fix it

Technician's Assistant: Just to clarify, what's the exact make and model of your machine?

WF-3649

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

WF_3640

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

PC

Submitted: 11 months ago.Category: Printers
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Answered in 4 minutes by:
9/14/2017
Technician: Nathan, Engineer replied 11 months ago
Nathan
Nathan, Engineer
Category: Printers
Satisfied Customers: 31,434
Experience: Computer networking/repair. 12+ years experience.
Verified

Hi, I'm Nathan.
Sorry to hear that you're having trouble, but I'll do my best to help you. Please give me a few moments to review your details here.

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Technician: Nathan, Engineer replied 11 months ago

Unfortunately this error indicates a hardware problem which is considered a "fatal error" and will almost certainly require service.

This specific error pertains to a scanner pcb fault and/or logic board failure.

The only thing you can try in this case is to reset the machine:

unplug power at the wall outlet
wait 5 minutes
press and hold the power/on button for 60+ seconds
keep holding while plugging back in, and for another 60 seconds after, then release

If still no change, it confirms an internal fault, which requires service. Service for these is not practical either, as repairs on your own would be $200-250, while you could buy a brand new machine for half that. Luckily, this is a newer model, so depending on purchase date you should still be under the epson 1 year warranty (if registered when new, they usually extend it to 2), and can file a warranty claim to have them repair it. Beyond the warranty, it would cost more to fix than to replace.

Let me know how the reset goes, and I'll help with contact info to file a warranty claim at that point if needed.

Best regards, ***** ***** for the news,

Nathan

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Technician: Nathan, Engineer replied 11 months ago

Hello, it appears your question is still open.

Do you need more help with this?
If so, just reply back on this page. If I’ve answered your question, please let me know you are satisfied, to conclude our session – this is the only way I am credited for my work as an independent technician.

Please note: You have already paid your fee to the site; I'd like to help you and provide value for that fee, but I do need to communicate with you here to do so, if more help is needed.

Nathan

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Category: Printers
Satisfied Customers: 31,434
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Experience: Computer networking/repair. 12+ years experience.

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