01-27-2020 02:10 PM
I receive the message on my HP Officejet Pro 8620 that "Original is jammed in the ADF. Open the ADF cover, remove reload original and try again" In past I have been able to correct this by while printer is on, unplugging the power cord at printer and wall, unplugging USB cord, waiting 2 minutes, holding the on button 30 seconds, them plugging power and USB back in. However, this does not work this time after numerous tries. Keep getting same message each time tried. Do not know of any changes except possibly a Windows 10 update since last time I tried to scan. Now only able to print from computer. Can not scan or copy.
01-30-2020 10:58 AM
@Rascal1 Welcome to HP Community!
I understand that you are getting the message that Original is jammed in the ADF.
DO not worry. I will try to fix the issue.
Please clean the ADF rollers and the separator pad.
Dust inside the automatic document feeder (ADF) can result in paper feed issues.
Get a lint-free cloth and distilled water.
Remove the original document from the ADF.
Turn off the printer.
Disconnect the power cord from the rear of the printer.
Open the ADF cover.
Find the paper pick rollers and the separator pad inside the ADF.
Lightly dampen a clean, lint-free cloth with filtered or distilled water, and then squeeze any excess liquid from the cloth.
Use the damp cloth to clean the paper pick rollers and the separator pad.
Leave the ADF cover open for two minutes to allow the rollers and pad to dry.
Close the ADF cover.
Reconnect the power cord to the printer, and then turn on the printer.
Slide in the paper width guides until they rest against the sides of the paper.
Try to scan or copy with the ADF.
If the issue still persists, perform the Reset the printer to recover from printer errors or failures.
With the printer turned on, disconnect the power cord from the printer.
Unplug the power cord from the power source.
Wait 60 seconds.
Reconnect the power cord to a wall outlet and to the printer.
HP recommends plugging the printer directly into a wall outlet.
Turn on the printer to complete the reset.
Keep us posted,
If you would like to thank us for our efforts to help you,
Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post,
Have a great day!
01-30-2020 02:33 PM
01-30-2020 05:16 PM
I understand your concerns.
You can contact our phone support. They will help you.
Here is how you can get in touch with phone support.
1)Click on this link - www.hp.com/contacthp/
2)Select the product type.
3)Enter the serial number of your device or select let HP detect your product option.
4)Select the country from the drop-down.
5)You should see the HP phone support number or Chat option listed.
Have a nice day!!
01-31-2020 08:15 AM
Unfortunately, I have not been able to find a phone # or chat possibility following the above directions. This may be because my warranty has expired. Too bad. This is an excellent printer, but not being able to scan because of this error message makes it almost useless for me. From my online search, it is apparently a known problem, and that HP provides no solution or explanation is inexcusable. I have spent far too much time leading to dead ends. As is usually the case, I just purchased new HP ink cartridges for it. Looks like I will be buying a new printer, but certainly not an HP after this experience.
01-31-2020 09:37 AM
I understand your concern and I have brought your issue to the attention of an appropriate team within HP.
They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact.
Additionally, keep in mind not to publicly post personal information (serial numbers and case details).
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.
I am an HP Employee
01-31-2020 11:36 AM
Thank you for your assistance. I will look for contact by an identified HP contact. Mechanically my 8620 is in great condition and I have been pleased with it's performance. It is unfortunate that this error message now prevents me from using the scanning mode. It is out of warranty and I would not expect free service, but I certainly do not understand why it is so difficult to reach any HP assistance by phone or online chat to at least address the problem. From online search, it is apparently an established problem for which I would expect HP to either publish a solution or to acknowledge that it can not be fixed.