8725 False Document Feeder Jam Redux

[StanBadminton]

I have an Officejet 8725 that shows a false Document Feeder Jam and is hence pretty much bricked. I note in the HP forums that others have seen this in the past, but I was unable to find anyone who posted an actual fix. I've been through the standard clear/clean/restart to no avail. I'm suspecting a worn plastic gear or the like but it is really hard to tell.

So- has anyone actually found a fix for this?

Any suggestions short of replacing the machine?

[Riddle_Decipher]

@StanBadminton If you are sure that's a false error, after checking the below locations for a possible jam and didn't find anything, here's what you need to do:

Clear jammed paper from the automatic document feeder (ADF).

1. Lift the cover of the ADF.

   

2. Pull out any jammed paper from the rollers.

   

3. Close the ADF cover.

4. Lift up the ADF tray, and then remove any jammed paper from under the tray.

   

5. Remove any torn bits of paper or debris in the ADF. You might need to use a flashlight.

6. Close the ADF tray.

Make sure the carriage moves freely across the width of the printer.

1. Turn on the printer, if it is not already on.

2. Lift up and push back the cartridge access door.

   

3. Wait until the carriage is idle and silent before you continue.

4. With the printer turned on, disconnect the power cord from the rear of the printer.

5. Unplug the power cord from the power source or electrical outlet.

      WARNING: 

   You must unplug the power cord to move the carriage by hand and reset the paper feed mechanism without the risk of electrical shock.

6. Use a flashlight to check for any paper or objects that might be restricting the carriage, and then remove any paper or objects that you find.

      CAUTION: 

   If the paper tears when you remove it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams can occur.

7. Reach inside the printer through the ink cartridge access door, and then manually move the carriage.

   • If the carriage is stuck on the right side of the printer, move the carriage to the left side of the printer.

   • If the carriage is stuck on the left side of the printer, move the carriage to the right side of the printer.

   • If the carriage is stuck in the middle of the printer, move the carriage to the right side and then the left side of the printer.

8. Remove any loose paper or obstructions found.

9. Make sure that the carriage can move freely across the width of the printer. Firmly push the carriage to the left side of the printer, and then push it to the right side.

10. Close the ink cartridge access door.

11. Reconnect the power cord to the rear of the printer, and then turn on the printer.

Try to print. If the error persists, continue to the next step.

Clear jammed paper from the automatic document feeder (ADF).

1. Lift the cover of the ADF.

   

2. Pull out any jammed paper from the rollers.

   

3. Close the ADF cover.

4. Lift up the ADF tray, and then remove any jammed paper from under the tray.

   

5. Remove any torn bits of paper or debris in the ADF. You might need to use a flashlight.

6. Close the ADF tray.

P.S: Welcome to HP Community 😉

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us, 

have a good day, ahead.

[StanBadminton]

I had already tried all those steps before posting but just to make sure I tried again. There's no scraps of paper anywhere and at no time was a sheet of paper jammed. I also carefully cleaned and inspected the rollers and paper path- at least as far as I could access. The ADF is reporting a jam still so I must assume a false jam related to either hardware failure or maybe a software problem I suppose. Any additional help would be welcomed.

[StanBadminton]

I should point out that the ADF also makes a relatively nasty gear-grinding kind of noise just before the error indication. I assume that this is the rollers trying to engage paper or some such. Perhaps you know how the machine determines if paper is moving properly and hence what constitutes a jam. Maybe an optical sensor is having a problem?

[StanBadminton]

Additional symptoms:

(1) all the rollers and gears appear to be able to move an are clean. No visible crud anywhere in ADF paper path that I can tell

(2) the drive rollers do not appear to even try moving paper. That is, I can push paper in to where it is clearly under the upper movable roller, then "OK" past the error message and gear crank but no paper movement at all before the machine decides it is jammed. That makes me think that either something mechanical  isn't engaging properly or that a sensor is reporting incorrectly.

(3) This machine has the latest update and a low page count (not used heavily)

Service ID 27010
Firmware Version WMP1CN2006BR
Total Page Count 1088

(4) I was able to lift the ADF lid a little bit and push a sheet of paper through the normal path. Nothing jammed it al all.

Any diagnostics that would be worth trying?

Is it possibly related to the last firmware update? If so how do I back up from that update?

[Riddle_Decipher]

@StanBadminton Considering the noise, among other things you've mentioned, it confirms a hardware malfunction and I suggest you talk to HP support and discuss your options, follow the below steps to get started:

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[StanBadminton]

Definitely out of warranty- had no problem verifying this through HP service pages.

I just sent a private note to you and am fine with taking it offline.

thanks

Stan

[Riddle_Decipher]

@StanBadminton Going by you private message, I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

Please look for a private message requesting additional information. 

Keep in mind not to publicly post personal information (serial numbers, case details, etc...).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community. 

[StanBadminton]

UPDATE: HP support was actually quite responsive on this once taken offline, but unfortunately they were ultimately unable to help since this 4-year-old printer is past "end of support". I've already replaced the printer so am up and running but plan to disassemble the 8725 to see if I can find the root cause. If I find the cause and am able to fix I will post a note.