FALSE PAPER JAM

[swan2]

Brand new HP Laser Jet Pro MPF 180nw printer.  I had one paper jam and ever since problems.  It will print several requestsperfectly and then give a false paper jam.  I have to unplug the printer for 60 seconds to reset and then everything is back to normal.  Then I will print several different requests and again false paper jam.    When I look in the printer manager it shows printer unavailable.  I tried uninstalling and reinstalling, but it did not help.     

[John_Getzke]

It could be a bad solenoid issue:

https://h30434.www3.hp.com/t5/LaserJet-Printing/jam-in-front-door-and-rear-bin-when-printing-more-th...

https://h30434.www3.hp.com/t5/Printers-Knowledge-Base/Sticky-Solenoid/ta-p/6899859

Since the printer is brand new I would call it into HP support for warranty work.  Might as well take advantage of your warranty while you can.  The community can step in to assist after that.

Let us know if HP diagnoses anything different than a solenoid issue.

[swan2 · Accepted solution]

Thank you for your recommendation.  Now I just have to figure out how to contact the warranty group.  Very frustrating for a brand new piece of equipment.   Thanks again.  Will advise on results

[John_Getzke]

Contact Us information:

https://www8.hp.com/us/en/contact-hp/contact.html

They will want the serial number as verification of your warranty so have that readily available before you call or chat with anyone.  Once you make contact with a rep they will walk you through the rest of the process.

[swan2]

I thought perhaps my problem was on the way to being solved.  I got a Case No. 503506584 on 8/2/2019.  But I have received no further response and am unable to make any contact with reference to that number.  Do you have any suggestions?

[John_Getzke]

All you can do is try to contact them again and ask to speak to a rep.  Once you speak to a person mention the case number and ask for an update.  They should be able to tell you what is going on from there.

The community does not have vision into the HP warranty ticketing system.  We would have to call in just like you would.

[swan2]

After our email yesterday I received the  pm below on my Facebook account.  It seems odd to me that I would get a FB reply when I never made a request on that account.  The pm what appeared to be the HP logo.

"Hi Peggy,
Thanks for reaching out. I'd be happy to help you.
I suggest that you download and install the firmware update from the link: https://hp.care/2Z7rkPj
Let me know if this helps.

Thanks,
Manjunath - HP Social Media Tech Support"

Chat Conversation End

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[John_Getzke]

I would not trust a random individual from social media if you did not reach out over the same platform in the first place.  HP shouldnt have access to your FB account unless you previously provided it to them.  Last time I checked a FB account was not a requirement to own an HP product or leverage your existing support with them.  

Contact HP through the contact us page on the website:

https://www8.hp.com/us/en/contact-hp/contact.html

[swan2]

Its just strange this person must be trolling this "community" site.  Anyway, thanks for confirming my suspicions.  Have a great day.

[swan2]

Talked to a very helpful "Ella" today.  I believe she may have fixed my problem.  As info this is what she advised.

Changed the IPV address from IPV6 to IPV4.  Apparently the MFP 180 has difficulty connecting to IPV6.  Also changed the IP Address to  manual.  This" sets" the IP address.  If there is a power serge it will not allow the IP address to be changed.  I believe this could have been my problem as we frequently have brief power outages.  The IP address would be restored when you unplug and plug back in.  Which is what I was doing.   

I thought this might be useful to others who are having this problem.  I doubt the paper jam had anything to do with it.