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The paper tray is full - yet the printer says 'out of paper'

Customer Question
The paper tray is...

The paper tray is full - yet the printer says 'out of paper' and will not print?

Technician's Assistant: What's the exact make and model of your printer, and can you guesstimate how old it is?

Brother - MFC 8890DW, purchased in 2003

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

PC Windows 2007

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

Just happened yesterday - nothing happened prior - I clicked print and I got the out-of paper message. When I opened the try to install paper - saw that it was full.

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

I don't think so...

Submitted: 11 months ago.Category: Printers
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Answered in 5 minutes by:
9/20/2017
Technician: jeffreybongers, Engineer replied 11 months ago
jeffreybongers
jeffreybongers, Engineer
Category: Printers
Satisfied Customers: 1,031
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 Brother - MFC 8890DW printer?

Kind regards,

Jeffrey

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Customer reply replied 11 months ago
No I have not done anything - I am not a techy...
Technician: jeffreybongers, Engineer replied 11 months ago

I understand.

Do you want me to remotely connect and do this for you?

Waiting for your reply,

Kind regards,

Jeffrey

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Customer reply replied 11 months ago
that is fine
Technician: jeffreybongers, Engineer replied 11 months ago

I understand.

I am getting the following error for your Premium service:

Payment for this service failed, please do not fulfill yet. We will attempt to reach this customer to fix the situation

Waiting for your reply,

Kind regards,

Jeffrey

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Technician: jeffreybongers, Engineer replied 11 months ago

Shall we proceed with me remotely connecting so we can solve the printer problem?

Waiting for your reply,

Kind regards,

Jeffrey

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Customer reply replied 11 months ago
No CANCEL request!
Technician: jeffreybongers, Engineer replied 11 months ago

I am sorry to read this.

Is the problem solved?

Kind regards,

Jeffrey

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Customer reply replied 11 months ago
No, going to buy a new printer.
Technician: jeffreybongers, Engineer replied 11 months ago

I understand.

If you are willing I can try to solve this, free of charge.

But I will need to remotely connect.

Kind regards,

Jeffrey

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Customer reply replied 11 months ago
No thank you!
Technician: jeffreybongers, Engineer replied 11 months ago

Understood.

Is there anything else I can assist you with?

Kind regards,

Jeff

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Customer reply replied 11 months ago
No
Technician: jeffreybongers, Engineer replied 11 months ago

Understood.

Have a great day!

Kind regards,

Jeffrey

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Category: Printers
Satisfied Customers: 1,031
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Experience: Many years repairing and troubleshooting printers and photocopiers.

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