HP Color LaserJet Pro MFP M281cdw Paper Jam - Scanner Sticker/Plastic Removed

[Steven32]

Hello, I recently purchased an HP Color LaserJet Pro MFP M281cdw and during the process of removing the stickers and unboxing the unit I mistakenly removed the plastic sticker/cover at the edge of the scanner unit. I've tried to scan multiple documents using the paper feeder tray and the unit keeps causing a paper jam. I really hope there's a way to fix this because I really like the product. Any recommendations on how to proceed to get this fixed and/or replaced? 

[Riddle_Decipher]

@Steven32

Welcome to the HP Forums,

We'll be with you until it's all sorted & beyond!

Perhaps a picture of this sticker you are referring to would help us understand exactly what you are referring to and we could let you know if it's really that important, accordingly!

While you respond to that, if you have paper jam errors this could be either an internal jam or a phantom jam, here's what you need to do to get this sorted:

When trying to print, one of the following error messages displays on the printer control panel.

• Jam in the output bin. Open rear door and clear jam.

• Check single sheet slot for jam or close tray 2.

• Jam in print paper path. Open tray 2 and rear door.

• Remove paper from the document feeder. Press [OK] to clear message.

Clear the printer of any jammed paper, or reset the printer if the printer has no jammed paper.

NOTE: 

Paper jams can be real or false. The printer might report a paper jam even when there is no jammed paper. The following steps apply to both real and false paper jams.

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE (GO THROUGH STEP BY STEP INSTRUCTIONS FROM STEP 1)

(By the end of this article all the issues should be resolved)

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us within 24 - 48hrs, and have a good day, ahead.

[Steven32]

It’s the mylar plastic at the edge of the scanner unit.

[Riddle_Decipher]

@Steven32 Thank you for confirming the same and it looks like that will need a repair/replacement, I suggest you talk to HP support and discuss your options:

follow the below steps to get started:

1) Click on this link - www.hp.com/contacthp/

2) Click on "Continue as guest".

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself

[Steven32]

Contacted HP Support (0028335000370) and they explained that there are no spare parts available, also told me that since this is customer induced that they will not cover a replacement and/or repair. My only option is to purchase another printer. I am very disappointed that HP cannot provide me with a spare part. The Mylar plastic on the scanner edge can easily be mistaken as something to be removed during unboxing. I work for an HP Channel Partner and am a seasoned IT professional and if I make a mistake like this I can totally see other consumers doing this also. I also don’t understand why the plastic is so important to the operation of the machine scanner.

[Riddle_Decipher]

@Steven32

I understand your concern and I have brought your issue to the attention of an appropriate team within HP.

They will likely request information from you in order to look up your case details or product serial number.

Please look for a private message from an identified HP contact.

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.