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Getting a paper jam error when paper as been removed and…

Customer Question
Getting a paper jam...

Getting a paper jam error when paper as been removed and print carriage not moving

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

Hp officejet pro 8610. 4 years old

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

Pc windows 10

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

There was a paper jam and pulled sheet out in full. 2 days

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

Cannot exit error message on touch screen to enter main menu

Submitted: 10 months ago.Category: Printers
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Answered in 5 minutes by:
11/7/2017
Technician: Kris R, Computer Hardware Engineer replied 10 months ago
Kris R
Kris R, Computer Hardware Engineer
Category: Printers
Satisfied Customers: 4,548
Experience: IT Manager at Wood Group PSN
Verified

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

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Customer reply replied 10 months ago
ONLY RECENT, ON MONDAY
Technician: Kris R, Computer Hardware Engineer replied 10 months 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

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Customer reply replied 10 months ago
I HAVE RESET THE PRINTER ND CONFIRMED NO PAPER PEICES AND NO RESOLVE
Customer reply replied 10 months ago
JUST TO CONFIRM HOLD THE POWER BUTTON DOWN FOR 30 SECS WITH POWERCABLE NOT ATTACHED?
Customer reply replied 10 months ago
IF THAT IS CORRECT THEN DONE
Customer reply replied 10 months ago
WHAT DO I DO NOW?
Technician: Kris R, Computer Hardware Engineer replied 10 months ago

Yep, did this help?

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Customer reply replied 10 months ago
NO
Technician: Kris R, Computer Hardware Engineer replied 10 months ago

Okay it seems to be a hardware fault.

It sounds like it, is it under extended warrenty?

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Shefin
Shefin, Printer and Office Equip. Specialist
Category: Printers
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