HP Support

[KO2025]

I purchased a 2855e printer. I worked great - one time, then the paper kept getting jammed. In opening the print drawer, there is a thin black piece of rubber that sticks up under the print cartridges when it prints and this piece would stay up and then jam the paper. I called tech support - what a joke that is! I was on hold for 12 minutes untill I got someone, who I couldn't understand.  I was on the phone with him for over 1 1/2 hours!!!!!!!!!!!!!  He kept taking over me, would not listen to the problem, and never told me what the black thing was that was sticking up. He obviously didn't know. He was absolutely no help and very rude. 

I want tech support that speak and understand English and that I can understand. It was beyond frustrating. I could also find no place to leave an email for HP, until I found this site. 

Where has customer service gone is the United States?

I did receive my new printer today and so far it works but I don't have very much faith in HP.

[Nal_NR]

Hi @KO2025,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I'm sorry you've had such a frustrating experience with your 2855e printer and the support process—your time and concerns absolutely matter, and it's disappointing when you're not heard or helped effectively. Let’s focus on resolving this issue and ensuring your printer works smoothly.

• Have you noticed if the issue occurs consistently with all types of paper or specific brands or weights of paper?
• Was there any unusual noise or error message when the printer first jammed?
• Have you tried manually repositioning the black rubber piece, and does it move freely or feel stuck?

Let's try these steps. 

Inspect the Paper Path:

• Turn off the printer and unplug it.
• Open the paper tray and remove any jammed paper carefully, ensuring no scraps are left behind.
• Check the print path for any obstructions or debris.

Examine the Black Rubber Piece:

• The thin black rubber you described may be part of the paper feed mechanism or a separator pad.
• Ensure it isn’t damaged or misaligned. If it’s stuck in the “up” position, gently move it down and test if it stays in place.

Clean the Paper Rollers:

• Use a lint-free cloth lightly dampened with water to clean the rollers inside the printer. This can help remove any residue that might cause paper jams or feeding issues.

Adjust Paper Settings:

• Confirm the paper size and type settings in the printer driver match the paper loaded in the tray.
• Avoid overloading the paper tray and ensure the paper is flat and properly aligned.

Reset the Printer:

• Turn off the printer, unplug it from the power source, and wait for at least 60 seconds.
• Plug it back in, turn it on, and perform a test print.

For paper Jam issues click here

If these steps don’t resolve the issue, the black rubber piece may require service or replacement.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[KO2025]

Thank you for your response. Again, the printer was brand new, there was nothing on the rollers or clogged paper. It was not a paper issue. The black piece was stuck up and would not move. I have since received a new printer and it seems to be working. The black piece is meant to move when the printer cartridge moves from what I can tell. 
you really just rehashed what the other guy told me. 
HP needs to get tech people in the United States that not only we can understand but can understand our issues

[Nal_NR]

Hi @KO2025,

I am happy to know that the issue has been resolved.  

I also appreciate your time and patience.

Feel free to ask your queries in the future

It was a pleasure assisting you. You have a good day ahead