Issue with scanning

[Tibochapo2]

Hi all,

I've been having problems with the paper feeder, of this product :

Every time I've tried to load documents to get scanned and/or copied, it fails right after starting with the first sheet.

The error message is that the feeder has a paper jam.

I did go to a store to try and get it repaired, and after getting it back "fixed", it worked again but only for a couple days before having the same issue once again. Did that two or three times again before coming here to write this message...

When I asked them where the problem lies/lied, they told me it was the printheads that needed to be cleaned, but it seems strange, and kinda hard to believe that they dirty themselves not even 48 hours after getting cleaned...

The printer is connected via network, since we use it at work. Had it for just over two years now, and it's been malfunctioning for half of that time.

Everything else works just fine though...

Hoping to get this thread answered, I wish you all a nice day.

Tibo

[DavidSMP · Accepted solution]

@Tibochapo2,

Thanks for stopping by the HP community. A very good day to you. I reviewed the post regarding assistance with scanning and paper jams. I will be delighted to assist you here.

Superb description and stupendous diagnosis of the issue before posting. Kudos to you for that. 🙂

To assist you with accurate information I would require more information regarding this:

• Did this happen after a power outage or surge?

For now, try these steps and use a flashlight while doing it:

• Link 1: http://hp.care/2zQXeTD (An ADF Paper Jam Error Displays on the HP Officejet Pro 8610, 8620, 8630, 8640, and 8660 e-All-in-One Printer Series)
• Now check for issue resolution.
• If it does not work then try all the prescribed steps from this link: http://hp.care/2CQTuVd (HP OfficeJet Printers - A 'Paper Jam' Message Displays)

Now check if it gets fixed. If it does not then contact HP phone support to replace the printer as it is faulty. I am being honest about it by keeping your best interest in mind without beating around the bush.

HP Technical Support can be reached by clicking on the following link: http://hp.care/2moMFSc  

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat. 🙂

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a terrific week ahead. 🙂

[Tibochapo2]

Hello David !

Thanks for taking the time to answer this.

To answer your question, I can't remember if the first time happened after a power outage or surge. But the last few times it did, it wasn't after a power outage.

I tried the steps that you linked to me, and none of them worked. Just as you said, I assumed it was faulty and contacted the HP support per phone. They made me do a semi-reboot of the printer to see if the problem was a mechanical or a software one.

It appears it's the machine itself that is faulty, and offered me to either change it completely with a new warranty, or get the same one but new.

Thank you regardless for your time, I'm closing this thread since my question has been answered.

Wishing you a great start of the week.

Tibochapo2

[MKazi]

@Tibochapo2

You're most welcome. 🙂

As @DavidSMP is out of the office today, I'm replying to you. 

You've been fabulous to work with considering your superb technical skills, remarkable patience and great attitude. Kudos to you for that.

I'm glad that the phone support team was able to assist you further in this case. I'll keep @DavidSMP informed about this as He was eagerly waiting for your reply. 

However, feel free to keep us posted for any further assistance in future.

Take care! 🙂