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Working remotely, don't have access to warranty info, need to schedule technician to fix printer

HP Recommended
HP Color Laserjet MFP M680
Microsoft Windows 10 (64-bit)

Went into the office yesterday and the printer is jammed. I removed the jam. The printer jammed again. Repeat 20+ times.

Removed all guts of printer that I could (carefully) and toner cartridges. No other jam, small pieces of paper or obstructions to be found. Replaced guts. Still jamming. Removed guts, still nothing. Replaced guts, still jamming. Repeat.Resized_20201021_130634.jpegResized_20201021_130622.jpeg

Contacted my home office for next steps but they didn't get back to me before I left the office. They told me this morning to contact HP support.

I'm at home. I don't have access to the office printer (took those photos yesterday to send to the home office) but I was trying to schedule a technician to come into the office to take a look at it.  I have no idea how to get a hold of a technician or support or even the warranty number for the printer. I can see the IP address in the printer settings on my laptop (probably not helpful though).

I didn't want to make a special trip into the office tomorrow only for a technician to say they can't come out till next week. Plus the rest of my coworkers are worried because faxes aren't coming through (I go in once a week to scan and email these to them).

Anyone have any advice? There wasn't a setting on the printer that would (temporarily?) send the faxes as a pdf to my email account either, at least that I saw. But I would like to get the machine fixed.

Thanks!

Steph

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Message 2 of 3
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@StephosaurusRex 

 

Rats. 🐀

 

You need that serial number - it is likely to be printed "somewhere" on a printer test report - also likely still in the office.

 

That said, I can't do much, but I can (and did) send the question for Review.

The problem, or rather restriction, we face is that "we" are not HP Support.

Sometimes things move fast - other times they do not and we have little or no influence over the process.

 

Good Luck.

Stay Safe.

 

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Message 3 of 3
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@StephosaurusRex 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 simply click here.

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

 

Thank you for visiting the HP Support Community. 

Riddle_Decipher
I am an HP Employee

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