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04-21-2017 07:06 PM
Hi. Ive just tried to set up my new 3630 deskjet and have run into a few problems. I was doing fine until it got to the last stage and it wanted to print something. I got a paper jam, which i cleared but now seems to be a flase paper jam. I have tried all steps i could find to resolve it. bearing in mind that the printer had not finished the installation process and wouldnt do anything, i tried uninstalling and reinstalling. problem is that now i have the unresolved paper jam error AND my computer wont recognise the printer. I have tried downloading the software both from the disc that came with the printer and from the HP website. it says its installed, but then it comes to the connect stage of installation and it wont find it on the wireless network (which it had wireless connectivity before i tried the uninstall) and when it asks me to plug the usb in to help the printer find the network, my computer wont recognise the device (USB device not recognised error) or if im lucky, it will say driver installation failed. It seems to be that the computer wont recognise or install the printer because the "device has stopped working properly" (actual error message when i try to find out why it wont recognise the usb) and im guessing if i can get the printer to clear up its false paper jam then i should be able to finally (after hours of trying) install my printer.
Please help, nothing ive found anywhere online has done anything to help resolve this issue
04-22-2017 04:21 PM
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As I understand you are getting false paper jam error message on your HP DeskJet 3630 printer. I'll try my best to help you with this, Kudos to you for trying out the steps before reaching out to us.
As I understand you have already tried all the steps and still having the issue, I would personally suggest this could be a printer hardware. Before you could contact our HP phone support, I would suggest you try these steps again.
Please make sure that the printer is connected directly to the wall outlet and not to the surge protector.
Remove all the ink cartridges and then try to perform a hard reset on the printer.
With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
Remove USB cable, if present.
Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.
Turn on the printer and wait till warm-up period finishes and the printer is idle.
Now insert the ink cartridges and then try to print a test page and check if it works.
For more details, please follow this link.
If nothing works, I would suggest you contact our HP phone support for available service options. If your product is out of warranty, please choose paid options to get the tech support number.
Please use the following link to create yourself a case number, then call and it may help speed up the call process:
Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click: HP contact options - click on Get phone numberCase number and phone number appear.
They will be happy to assist you immediately.
Keep me posted for any other assistance,
If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below,
Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,
Thank you for posting in the HP Support Forum. Have a great day!
I am an HP Employee
04-23-2017 01:47 PM
Thanks for the reply.
- Before contacting the HP Phone support please try the below steps.
- Make sure the ink cartridge carriage moves freely.
- Use an automated tool to clean the paper rollers.
- Use an automated tool to clean ink smears.
- Manually clean the paper rollers inside the input tray.
- Reset the printer.
Click here and follow the document and check if that works.
Keep me posted.
I am an HP Employee