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Experiencing paper jam with XP960. Paper not feeding through…

Customer Question
Experiencing paper jam with...

Experiencing paper jam with XP960. Paper not feeding through unit to print heads. Windows 10 64 bit. Problem occurred using MS word. Paper is Reflex ultra-white

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

EPSON XP 960 almost 12 months 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 64bit USB Connection. printer previously working without paper jam.

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

Commenced last Friday. Nothing unusual occurred previously. Will print Standard but not High quality from Cassette #2 will not print without jam from rear slot/manual feed

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

That's about it.

Submitted: 10 months ago.Category: Printers
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Answered in 12 hours by:
11/20/2017
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
It stated last Friday afternoon. It is now Tuesday morning (Australian Eastern Daylight Time ). Prior to this the printer has only jammed occasionally since I bought it nearly 12 months ago. When the single jam was cleared, printing returned to normal
I have tested the process numerous times, with the same result - printer will print standard, but not high quality. The paper is jamming as comes from the rear unit and attempts to feeds through to the print heads.
It also jams when trying to print from the rear feed slot.
I am using Reflex 80 GSM plain paper.
Technician: Kris R, Computer Hardware Engineer replied 10 months ago

Ok - can you unplug the printer from the power supply while the printer is off 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
DONE
Technician: Kris R, Computer Hardware Engineer replied 10 months ago

Has this helped?

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Customer reply replied 10 months ago
Still Jamming - tried twice - works on standard but not high quality.
. Not sure if it helps, but when I cancelled the print run in bot instances, the paper ejected into the output tray - crumpled where it jammed in the internal feed!!
Technician: Kris R, Computer Hardware Engineer replied 10 months ago

Would it be OK to connect in and have a look?

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Customer reply replied 10 months ago
Cannot justify $AU55. Will try other options
Technician: Kris R, Computer Hardware Engineer replied 10 months ago

I have discounted it for you :)

Let me know If you accept

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