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‎07-13-2016 08:21 PM

HP Recommended
Product: Officejet Pro 860
Operating System: Microsoft Windows 10 (32-bit)

We have a wireless connection to our new printer. Since geting this printer, we constantly get the error message "Paper Jam - remove rear etc..". There is no paper jam. We have reloaded the drivers. We constantly need to turn the printer off and on to get it working. Is this a know problem, what can we do? Thanks

1 ACCEPTED SOLUTION

Accepted Solutions

‎07-14-2016 09:42 AM

HP Recommended

Hello @VictoriaAUS,

 

Thank you for stopping by the HP Support Forums! 🙂 I see you are getting a 'Paper jam' error message on your HP Officejet Pro 8600. You have removed the back and are not seeing any paper inside.

 

First, go ahead and perform a Hard Reset:

 

1. Unplug all cables and memory cards from the printer.  Unplug the power cord, directly from the back of the printer while the printer is still turned on.

 

2. Unplug the other end of the cord from the power source.

 

3. If there is a power module on the power cord, disconnect one end and reconnect it.
    
4. After 60 seconds, plug the cord directly into a wall outlet ( not a surge protector or battery backup ).
    
5. Plug the power cord into the back of the printer.
    
6. The printer should automatically power back up.  If it doesn't, turn it on with the power button.

 

7. Try making a photocopy (if your printer is an all-in-one printer) before connecting any other cables to the printer.

 

8. Connect any other needed cables to the printer.

 

It is recommended that the printer is plugged directly to a wall outlet to ensure a consistent level of power.  Sometimes, when plugged into a surge protector or battery backup, the correct amount of electricity is not received by the printer.  Power issues can cause printing problems.  Being plugged directly into a wall outlet is especially important when experiencing wireless connectivity problems, sleep mode, and other power issues.

 

Do you still see the error? If yes, please try updating the printers Firmware. Get started here: Getting Printer Updates

 

Let me know the outcome. I will watch for your reply.

 

To simply say thanks, please click the "Thumbs Up" up button.

HevnLgh
I work on behalf of HP



Click the “Kudos Thumbs Up" to the left of the reply button to say “Thanks” for helping!

View solution in original post

Was this reply helpful? Yes No
4 REPLIES 4

‎07-14-2016 09:42 AM

HP Recommended

Hello @VictoriaAUS,

 

Thank you for stopping by the HP Support Forums! 🙂 I see you are getting a 'Paper jam' error message on your HP Officejet Pro 8600. You have removed the back and are not seeing any paper inside.

 

First, go ahead and perform a Hard Reset:

 

1. Unplug all cables and memory cards from the printer.  Unplug the power cord, directly from the back of the printer while the printer is still turned on.

 

2. Unplug the other end of the cord from the power source.

 

3. If there is a power module on the power cord, disconnect one end and reconnect it.
    
4. After 60 seconds, plug the cord directly into a wall outlet ( not a surge protector or battery backup ).
    
5. Plug the power cord into the back of the printer.
    
6. The printer should automatically power back up.  If it doesn't, turn it on with the power button.

 

7. Try making a photocopy (if your printer is an all-in-one printer) before connecting any other cables to the printer.

 

8. Connect any other needed cables to the printer.

 

It is recommended that the printer is plugged directly to a wall outlet to ensure a consistent level of power.  Sometimes, when plugged into a surge protector or battery backup, the correct amount of electricity is not received by the printer.  Power issues can cause printing problems.  Being plugged directly into a wall outlet is especially important when experiencing wireless connectivity problems, sleep mode, and other power issues.

 

Do you still see the error? If yes, please try updating the printers Firmware. Get started here: Getting Printer Updates

 

Let me know the outcome. I will watch for your reply.

 

To simply say thanks, please click the "Thumbs Up" up button.

HevnLgh
I work on behalf of HP



Click the “Kudos Thumbs Up" to the left of the reply button to say “Thanks” for helping!
Was this reply helpful? Yes No

‎07-14-2016 08:18 PM

HP Recommended

Thanks I will try that.

Was this reply helpful? Yes No

‎07-16-2016 08:39 PM

HP Recommended

Ok - Did it. So for two days the printer has been working fine. I don't want to jinx it - but maybe this has fixed my problem. Thanks.

Was this reply helpful? Yes No

‎07-19-2016 05:46 PM

HP Recommended

Thank you. Fixed !!!!

Was this reply helpful? Yes No
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