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11-15-2020 06:03 AM
My HP OfficeJet Pro 8710 suddenly started having paper jam and roller turning issues. Error message Ox61000020 comes up on printer display. Virtual assistant told me this message means the printer needs a service and I need to speak to agent online. When I try to do this a message comes up that they're unable to help at this time
2 REPLIES 2
11-15-2020 05:28 PM
The printer carriage has jammed and I have traced the failure to a broken plastic gear assembly. It is responsible for moving the absorbant pads under the carriage assy. By not installing it at all, I discovered it also moves the paper during the printing process. I have forwarded a picture of the gear assy to HP and they don't think that it is a user replaceable part. I have contacted a distributor in Texas and they also said it is not a user replaceable part. HP Tech Support is worthless. I hate to throw the printer in the trash for a simple plastic part.
If you are interested, I am including some utube posts which show how to dissassemble the printer.
Below is a picture of the part.
11-16-2020 05:09 AM
Thank you so much for your reply. In fact it turned out that in my printer's case, all I needed to do was clean the printhead and do an alignment! It's a pity the error message didn't link to this advice in any way when i first did Virtual Assistant. It got there in the end though. All fine now. Sorry you had so much trouble with your printer
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