OfficeJet Pro 8620e ADF jam error after firmware update

[CribDesigner]

After installing the latest firmware update from the printer's touchscreen, the printer restarts and now has an error that says "Original is jammed in the Automatic Document Feeder (ADF).  Open the ADF cover, remove and reload the original, then try again."

I've gone through all of the steps for clearing an ADF jam, but the notice is persistant.  There is nothing (and wasn't before the upgrade) in the ADF at all.  Since this coincided with the firmware update, my suspiscion is that the firmware didn't install properly or something.  What do I do from here?

[HevnLgh]

Hello @CribDesigner,

Thank you for visiting the HP Support Forums! I see you have recently installed the latest Firmware update for your HP Officejet 8620, now you get an error on the front panel "Original is jammed in the Automatic Document Feeder (ADF).  Open the ADF cover, remove and reload the original, then try again."

You have completed the steps listed here: A 'Paper Jam: The original is jammed in the automatic document feeder (ADF)...' Message Displays on ... with no success.

I have sent you a Private Message on the Forums, please go to your Userpage to the right of your Username you will see your inbox.

[MedoRbm]

I'm having the same ADF jamming problem - but it's new, just out of the box.  Chews its way through each sheet.  A private message to the other user does not help the rest of us.  Ideally, I would like to fix this without having to packit all up again to return it for a replacement.  Any ideas/suggestions?

[HevnLgh]

Hi MedoRbm,

Thank you for visiting the HP Support Forums! I see you are having an ADF jam error on your HP Officejet 8620, it is brand new and you are just setting it up.

I would like you to start troubleshooting here: An ADF Paper Jam Error Displays on the HP Officejet Pro 8610, 8620, 8630, 8640, and 8660 e-All-in-On...

If after the troubleshooting you are still getting the error message, I suggest contacting our technical support at 800-474-6836 as this may be the hardware. If you live outside the US/Canada Region, please click the link below to get the support number for your region:

http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

I hope this helps!

[MedoRbm]

Thanks for replying.  Yes, of course I went through all the troubleshooting steps.  I was up and down on a ladder for 4 hours doing so because I had installed it on top of a cabinet.  Since most of my jobs are print jobs, I have it situated at a level where I can still reach to insert occassional pages into the ADF, but it is high enough so that I don't bang my head on the opened output tray.  Thus, I needed the ladder in order to unjam the ADF multiple times and to poke around inside it for fishing out the shredded paper pieces. 

The inbound paper seems to be catching on the top right corner of the page just as it enters the ADF.  From that point, it is fed in at an angle, and then gets royally chewed up by the time the machine grinds to a painful stop.  Having to keep getting back down to run to the computer for the next step or process had the cats staring at me with an air of infuriating superiority as if they thought I had lost my mind.  I almost did.  At least I didn't have to go to the gym for the rest of the week. 

Bottom line:  I'm very disappointed that I'm having an issue like this with a brand new machine, and that there wasn't some type of quality control in place to catch such issues before shipping out the defective machine.  This was the new replacement to my old 8500 that recently rolled over and died suddenly, which had sat on that same cabinet and chugged right along without a problem for many years. I'm also unhappy about the idea of having to move everything around again just to unhook it and take it down to pack and ship it for the return - and about being without a machine for the duration of the exchange process. 

I was really hoping there might have been one more miracle trick I could try, but I will go ahead and call the number you provided.  Thanks for that - I appreciate not having to swim through this enormous site to find it.

[4r]

I just bought a brand new 8620 e-all in one. I printed a couple of papers and now gettign a constant error message saying  "The original is jammed in the Automatic Data Feeder (ADF). "

I checked everything. There is no Jam. 

This is ridiculous. Please tell me how to fix it.

[4r]

Hello CribDesigner,

I just bought a brand new 8620 and facing the same exact issue. Would appreciate if you could kindly tell us how HP resovled this issue for you. Thank You so much in advance. 

-RB

[CribDesigner]

They didn't, I returned the unit and bought a Brother which has been working perfectly.  Sorry I can't be of any further help on this.  I know it is quite frustrating.

[4r]

Thanks CribDesigner for a fast response. I finaly called HP Tech Support and they are saying ....they will replace the unit. 

[tom4586]

Just taken my officejet 8620 out of the box, plugged it in and I'm getting an ADF paper jam message on the screen without even loading a single sheet of paper...!!!

What a load of rubbish - this printer has been purchased for an office and it is completely useless.  Not what you'd expect from a company the size of HP - total shambles.  They shouldnt be selling this printer if it's got a known phanton ADF jam problem - trading standards would have an absolute field day if they got hold of this issue...!!

I've tried all the usual steps online to fix the problem but nothin is working.  Call customer support and surpise surprise they're closed on a Saturday.   Pathetic.

I suggest someone gets in touch to arrange a replacement ASAP.............!!!