paper jam issue on HP OfficeJet Pro X576DW

[SudsNDeath]

Okay, I give up...  Where is the best/least expensive place to get a replacement for this thing?

[SHThompson]

Are you talking about a replacement ADF? Or a whole printer?

[SHThompson]

Today HP and Costco each have the X576dw listed for 399.99 with free shipping.

So you could probably find it somewhere else a little cheaper than that.

[SudsNDeath]

Is there a way to reset the whole printer, and perhaps reset this false paper jam?

[GarenT]

Hi,

I sent you a private-mail in the forums. Can you please check there?

Thanks

[pengutronix_bbu]

Hi,

we have the same issue with ourHP Officejet Pro X576dw MFP:

- First printer was delivered in 12/2014

- We have NEVER had a real paper jam

- The printer kept complaining about "paper jam", halting all print jobs

- Just pressing "OK" on the Touch Interface starts the print job

- After pressing "OK", there is some kind of self-test going on and a loud "clicking noise" can be heard.

- Removing the additional paper tray doesn't change anything

- Cleaning the paper trays, adf, etc doesn't change anything

- Making a Photocopy (standalone) works EVERY time

- Printing from computer produces fake paper jams now and then (20-30 times a day)

- Sometimes, you can print the whole day without problems and then 10 printjobs in a row just fail.

- We were jet unable to see a pattern for this kind of failures

- I called the support Hotline and after a long period of "did you try turning it off and on"-style support, the printer was replaced by a new one in 01/2015

- Unfortunately, this didn't solve the problem

- The local support guy was nice, but didn't know this type of printer

- It was a PAIN to get the right support Hotline, since german hp consumer hotline tells you to call the professional hotline and the professional hotline tells you the opposite. Turns out, this is a consumer product, sold and supported by the business-/professional branch of hp. This is confusing.

This is now our situation:

- Support is obviously unable to handle our kind of problem, since neither factory reset, nor hardware replacement solves the problem and support keeps telling people to clean the paper feeder. You can see that this is going nowhere.

So we kept the thing and use it daily:

   - The printer has good printing quality

   - No real paper jams so far

   - Roughly 20 times a day, the printer just tells you that there is a paper jam and after pressing "OK", everything is "fine"

   - except that nothing is fine, because the self-test or whatever starts after pressing "OK" takes a lot of time 😞

- This printer is our test vehicle and if the support situation doesn't change, no other HP "professional" printer will be bought by our company for quite some time. Currently we are havily unsatisfied by this product- and support-experience.

Printer Firmware is LZP1CN1336MR

With kind regards,

Bjørn

[GarenT]

Hi Bjorn

Sorry about the support run-around in Germany you are seeing. I can help get you in contact with the right contact center, or have them call you directly if you continue to run into issues. 

1st thing we need to do is to get you on a current version of the firmware. You have VERY old firmware and I'm not sure why it isn't a newer version. 

Please update to the most recent version either using auto-update. Push the little connected icon in the upper left. Leftmost icon on the top bar. Go into settings and then "printer update". Do a check for update now. 

I'd like to see how the printer performs once you get the newer firmware. What you have is almost 2 years old. 

Let me know what you find. 

[pengutronix_bbu]

Hi GarenT,

thanks for your prompt reply 🙂 I wish, we'd have such a good HP support in germany.

To sum it up:

- Update via auto-update failed (timeout, probably because this is a IPv6 enabled network?)

- Update via USB failed (timeout, no printer detected)

- Update via IPv4 succeded

After updating the firmware, no more fake paperjams happened today. 

So, maybe it really was a firmware issue. We have to test it for a few days to be sure ...

I will keep you informed.

Sidenotes:

- It is VERY annoying that one has to use a Windows machine to change the Firmware of a printer in a linux-only Network.

- The printer is still not accessible via snmp / ipv6

- The Linux Driver still doesn't work with ipv6 (srsly?)

- The german support team should be informed about this kind of problem and the solution.

   Upgrading the firmware is definitely easier than replacing the whole machine.

- I don't find ANY mention of this problem in the firmware README. Where is this issue documented?

[pengutronix_bbu]

Just a short follow-up:

This issue seems to be fixed with the latest firmware release.

We haven't had any "paper jam" issues (be it fake or real) since 12-02-2015.

Thanks a lot!

[Ishabeth]

I think its because I used the type of paper A4 instead of Letter. And now I think one of the balls or something has broke or something please advice me on what to do cause my Boss is really upset.