477DW just doesn't print anymore

[Pika1971]

I have a HP PageWide Pro MFP 477dw and for some reason it just doesn't print anymore, it had a piece of paper jammed in it a few days ago so i removed that and still won't print? it says it's fine and you can ask it to print and it sounds like it's all fine but......nothing, same with copying using the buttons on the printer so nothing to do with a driver I guess, just goes to print and....nothing, hangs and eventually I have to turn it off at the plug and restart.

I paid for a HP technician call but that's a pile of poo... took my money and gave me a number to quote to the supposed technician but gave me the phone number to call as the generic HP help one so sodding useless...waste of money.... good scam though....who do you complain to if they help is non existent ...very clever HP but I wont be buying another HP printer due to the horrendous support.

[Repairatrooper]

Do you know if it tries to pickup paper at all? Wondering if it is simply not grabbing the paper. One way to test is to remove all paper from tray 2 and then try to print with paper from Tray 1 where it is easy to see if the pickup roller is actually rotating.

[Pika1971]

Both the trays start to pull the paper in but then stop before the paper actually disappears, then the current operation will just hang until I turn off the machine at the wall.

[NC77]

I understand your frustration.  Pagewide printer troubleshooting can be very challenging.  The printing path runs up the left side of the printer and comes out the top.  First, open the left side door and remove the duplex unit at the bottom.  Be aware, duplex unit captures residual ink and should be handled carefully.  Inspect duplex area for any paper or pieces of paper.  Use a flashlight to verify.  Second, check the output area for paper.  Reinstall duplex tray.  Close left side door.

Power off printer (Does printer power off using power button or do you have to remove power cord?).  Disconnect network/USB/fax cables.  Power up printer.  Does the control panel boot up normally and come to Ready?  Does the output exit assembly door move?  Open and close the cassette tray, does printer read tray correctly?  Open cassette tray and remove paper, does printer recognize that paper tray is empty?  With tray empty, make a copy.  Does printer ask for paper to be loaded?  Load paper.  Describe the printing process:  Control panel message, any printhead noise/movement, paper movement, etc.  Does print job feed?  If paper stops, where is the leading edge of paper?  What message is on control panel?  Remove the duplex unit and see if you can see leading edge.  Again, tests should be performed with no data cables connected.

We just need to confirm what the printer can and cannot do.  Please forward any details.  Any power outages lately?

I am a forum volunteer.  I do not work for HP.

[Repairatrooper]

If you previously had a jam it is quite possible there is still a small bit of paper (it does not take much) preventing proper flow of paper. Open the left door, remove the ink container and drop down the paper guide, (green lever on the front side of the cavity) and then examine the upper area of the cavity for any paper left in the paper path. Be cautious as there are some FFC cables that look like a bit of paper but are not and removing them is a big mistake (personal experience speaking). The paper stuck in this area is often ink soaked and blends into the rest of the rollers inside. A good flashlight is your friend here.