While printing error message is shown for other printer

[bui89]

We have 4 printers of the same model in the network (137fnw). Users often swap them. But now we have the problem that the user has installed a printer with the *427D hostname. But when she prints an error for another printer, *E31A is shown (paper jam). Why is this error shown? I fully reinstalled the driver and restarted the computer and printer.  But an error for another printer is shown. 

[Irfan_06]

Hi @bui89,

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I see that you are facing an issue with your printer that has a paper jam error message.

Are you able to make a copy on the printer standalone? (Place an original document on the scanner glass and make a copy to confirm hardware is working fine)

To understand the issue and help you, please share the details listed below:

- Exact model number/product number(SKU number) of your HP Product (Click herefor information on how to find the model number/product number).

- May I know which application you are using to print?

- When was the last time your printer was working fine?

- Were there any changes made to your printer recently?

- May I know which devices are you using to print eg: Windows PC, Mac, or Smartphone (Android or iPhone)?

Note: Do not share any of your personal information such as serial, phone number, email ID, etc.

Take care and have a great day ahead!

Irwin6

HP Support

[bui89]

We use only windows pcs, exact model is 137fnw. 

We use default full driver's scan app.

Last time I don't know unfortunately. Maybe 2 weeks ago

[Irfan_06]

Hi @bui89,

Thank you for sharing the above information.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[bui89]

What is the problem with the surge protector? Maybe we don't have free wall sockets?

[Irfan_06]

Hi @bui89,

You can use your printer connected to the surge protector but if there is any issue we always recommend to connect it directly to the wall outlet for troubleshooting.

Were you able to perform the above shared steps to fix the issue?

Take care and have a great day ahead!

Irwin6

HP Support