False paper jam notification Officejet Pro 8615

[Malsiluk]

We have an Officejet Pro 8615 that has been working perfectly, but has now developed a fault. The printer thinks it has a paper jam, but I have done a very thorough check and I'm 99% certain this is a false reading. I have Googled the problem, after using a vacuum, a blower and wet wipes to clean everything. I would be amazed if there really is even a scrap of paper dust in there now!

I want to do a full reset, as a last option before the printer goes into landfill, but to get to the on-screen menu to be able to do this, I have to get past the very persistent 'paper jam' error message. Nothing I have tried (every option I can find on internet) allows me to get to the home screen to start the reset. I have read that there is a 'secret' way of getting into the reset menu, that HP do not publicise. Can anyone help me with this please?

It might be that the problem is not fixable, but surely you should be able to get to the menu to try a factory reset, but in this case the (probably false) error message does not allow me to do this. The printer will be outside of warranty, which is why I am trying the Do It Yourself repair, which I'm normally quite successful at, with various things. Can anyone help please?

[asmita6658]

Hi @Malsiluk

Welcome to the HP Support Community. 

Appreciate you trying the steps. This looks like an issue with the sensors and as that's not a customer replaceable part, I'd suggest you Contact HP in your region regarding the service options for your printer.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.  

Have a great day! 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[Malsiluk]

@Asmita,

Thank you for your reply. FYI, I am in the UK. Also, the printer is outside of warranty period, as it is about 3-4 years old, although it has never had heavy usage.

I suspect you are right about the sensor being the issue. This was mainly why I wanted to be able to do a full reset of the printer, to clear any existing messages. If the message then comes straight back, then it does point at the sensor (or a very very well hidden scrap of paper) As I said in my first message, it is the error message for the 'paper jam' that is stopping me from being able to do the reset. I have done several 'pull the plug out' restarts and as soon as the printer is back on, the paper jam message returns. You can see the home and Back buttons for about 1 second, before the paper jam message covers them over again. So, my question is, is there a way to do a factory reset with the problem I have described?

In my experience, printer repair costs are rarely cost effective, so I don't think I will go down that route. BTW, I could not find a blue envelope icon to enable me to PM you.

[asmita6658]

@Malsiluk

I have sent you a private message with the reset the printer.