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HP LaserJet Pro @00 "Rear pape rJam" message - can't make it…

Customer Question
HP LaserJet Pro @00...

HP LaserJet Pro @00 "Rear pape rJam" message - can't make it go away after clearing the jam

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

@ 3 years old, , M276nw

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

Win 10

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

Printed several things, got the message, cleared the jam and here I am

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

Guess not

Submitted: 9 months ago.Category: Printers
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Answered in 5 minutes by:
9/20/2017
Technician: jeffreybongers, Engineer replied 9 months ago
jeffreybongers
jeffreybongers, Engineer
Category: Printers
Satisfied Customers: 829
Experience: Many years repairing and troubleshooting printers and photocopiers.
Verified

Hello and welcome.

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

So to clarify have you tried updating the drivers and firmware of the HP LaserJet Pro?

Kind regards,

Jeffrey

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Customer reply replied 9 months ago
No I did not. I printed several things, had a paper jam, cleared the jam and now the "Rear paper Jam" message will not clear so it won't print anything
Technician: jeffreybongers, Engineer replied 9 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.

It would be greatly appreciated to rate me after this conversation. The rating can be done in the top of this screen.

Kind regards,

Jeffrey

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Customer reply replied 9 months ago
Already did all of those things before I contacted you - twice.
Technician: jeffreybongers, Engineer replied 9 months ago

I understand, Great!

Is the printer a networked printer or a usb cable connected?

Waiting for your reply,

Kind regards,

Jeffrey

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Customer reply replied 9 months ago
Network via wireless
Technician: jeffreybongers, Engineer replied 9 months ago

I understand.

When you go through these steps detailed here: https://support.hp.com/us-en/document/c03416027

Are you able to remove the error message?

Waiting for your reply,

Kind regards,

Jeffrey

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Customer reply replied 9 months ago
No, did all of that. Won't print Config Report, just pops the message again
Technician: jeffreybongers, Engineer replied 9 months ago

Do you know the ip adres of the printer?

If so, please put this in your web browser so you go to the webpage of the printer.

Do you see a specified error message on the page?

Kind regards,

Jeffrey

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Customer reply replied 9 months ago
no message there
says "working properly"
Technician: jeffreybongers, Engineer replied 9 months ago

I understand.

Have you also powered off the printer, and pull the power cable out?

Waiting for your reply,

Kind regards,

Jeffrey

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Customer reply replied 9 months ago
you asked me that 3 questions ago
Technician: jeffreybongers, Engineer replied 9 months ago

Yes, I read this.

I do see there is a firmware available from the HP website: https://support.hp.com/us-en/drivers/selfservice/hp-laserjet-pro-200-color-mfp-m276/5097648/model/5097653

Are you able to install this?

Kind regards,

Jeffrey

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Customer reply replied 9 months ago
I installed that already (2 years old), there are no updates available for my printer - checked that ear;ier
Technician: jeffreybongers, Engineer replied 9 months ago

I understand.

Have you also updated the driver?

Kind regards,

Jeffrey

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Customer reply replied 9 months ago
As far as I know, it says "No updates available" when you run the HP assistant
Technician: jeffreybongers, Engineer replied 9 months ago

I understand.

Let me please remotely connect, free of charge.

Waiting for your reply,

Kind regards,

Jeffrey

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Customer reply replied 9 months ago
ok go ahead
Technician: jeffreybongers, Engineer replied 9 months ago

If you are on a windows computer, Click this link

http://download.teamviewer.com/download/TeamViewerQS.exe

A program called Teamviewer will start downloading to your computer (it does not open a webpage, a blank screen will show but the file is downloading to your computer).

Run the Teamviewer download and it shows you an ID and Password.

Give me the ID and Password ***** please so I can connect

Do not close the program but leave it open else I will not be able to connect

Please let me know how this goes.

Kind regards,

Jeffrey

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Customer reply replied 9 months ago
134(###) ###-####
Technician: jeffreybongers, Engineer replied 9 months ago

connecting

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Technician: jeffreybongers, Engineer replied 9 months ago

Do you still need assistance regarding this problem?

It would be greatly appreciated to rate me after this conversation. The rating can be done in the top of this screen.

Waiting for your reply,

Kind regards,
Jeff

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Category: Printers
Satisfied Customers: 829
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Experience: Many years repairing and troubleshooting printers and photocopiers.

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