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HP Envy 5540- the right side of the roller bar is dislodged,

Customer Question
HP Envy 5540- the...

HP Envy 5540- the right side of the roller bar is dislodged

Technician's Assistant: What's the make/model number of your printer? How old is it?

HP Envy 5540 K7C85A less than a year old

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

MAC 10.11.6 IOS

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

Paper Jam

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

Just need to know how to reset the roller bar

Submitted: 11 months ago.Category: Printers
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Answered in 10 minutes by:
9/19/2017
Technician: jeffreybongers, Engineer replied 11 months ago
jeffreybongers
jeffreybongers, Engineer
Category: Printers
Satisfied Customers: 1,020
Experience: Many years repairing and troubleshooting printers and photocopiers.
Verified

Hello and welcome.

My name is***** will be assisting you today.

So to clarify do you get a error message on your HP Envy 5540 printer?

Kind regards,

Jeffrey

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Customer reply replied 11 months ago
There was a paper jam that I cleared but I dislodged the roller bar while clearing the jam.
Technician: jeffreybongers, Engineer replied 11 months ago

I understand.

Can we please try the following:

Try powering off the printer, pull the power cable out of the printer, wait for 1 minute, then put the power cable back in. After this try printing again.

Please let me know how this goes.

Kind regards,

Jeffrey

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Technician: jeffreybongers, Engineer replied 11 months ago

Do you still need assistance regarding this problem?

Waiting for your reply,

Kind regards,
Jeff

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Customer reply replied 11 months ago
JEFFERY WITHOUT THE ROLLER BAR REINSTALLED THERE IS NO REASON TO POWER ON THE PRINTER
Technician: jeffreybongers, Engineer replied 11 months ago

I understand.

Can you please clarify what you are meaning with the: roller bar

do you mean the lower paper tray?

Kind regards,

Jeffrey

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Customer reply replied 11 months ago
NO, THE BAR WITH FOUR RUBBR ROLLERS ON IT THAT FEEDS THE PAPER THROUGH
Technician: jeffreybongers, Engineer replied 11 months ago

I understand,

When we go through the steps in the following link: https://support.hp.com/us-en/product/HP-ENVY-5540-All-in-One-Printer-series/5447939/document/c04356403/

Are we then able to reseat the roller bar?

Kind regards,

Jeffrey

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Customer reply replied 11 months ago
No Jeffery, the link describes how to clean the rollers and clear paper jams but has nothing related to reinserting the bar with the rollers on it.
Customer reply replied 11 months ago
there is a fitting on the right hand side of the bar which has to go into a u shaped receptacle but i cannot get it to set in properly.
Technician: jeffreybongers, Engineer replied 11 months ago

I understand.

I have watched this video:https://www.youtube.com/watch?v=bXUP07o7y08

It is not the same model but it does explain detailed how to unseat the roller bar.

Waiting for your reply,

Kind regards,

Jeffrey

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Technician: jeffreybongers, Engineer replied 11 months ago

Did this video help to get the roller bar reseated properly?

Kind regards,

Jeffrey

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Customer reply replied 11 months ago
no Jeffery, more of the same. How to clean the rollers but nothing about taking out or reinserting the bar.
Technician: jeffreybongers, Engineer replied 11 months ago

I understand.

When you do power on the printer, is gives a error message about a paper jam?

Waiting for your reply,

Kind regards,

Jeffrey

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Customer reply replied 11 months ago
I can't power on the printer because the paper carriage cover will go in all the way because the roller bar will not seat properly. this is a mechanical problem not a software problem.
Technician: jeffreybongers, Engineer replied 11 months ago

I understand.

I am going to contact HP to see if they have a tutorial for this.

Kind regards,

Jeffrey

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