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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎12-13-2017 11:14 AM

HP Recommended
Product: HP OfficeJet Pro X576dw MFP
Operating System: Microsoft Windows 10 (64-bit)

Hello,

 

A customers HP OfficeJet Pro X576dw MFP began having problems recently. When a print job was sent to the printer, a loud ratching noise came from behind the ink cartridge door. The printer stopped with a paper jam. We opened and looked at the ink cartridges.  The tray was about 1/2 inch too low. We did not see any obstruction in the cartridge area, the left door or the duplexor.  The sound is similar to the sound of a stripped drive or idler gear. The following events were in the event log:

 

1. 1443 74899 1 RepNo=993;Desc=Event Log;FWDate=201712111527;FWPgcount=3517;

2. 1442 69556 1 FWData=From_NVM;FWDate=201712111120;FWPgcount=3510;

3. 1441 69556 1 FWData=From_NVM;FWDate=201712111119;FWPgcount=3510;

4. 1437 69552 4 FWData=From_NVM;FWDate=201712111115;FWPgcount=3510;

5. 1433 69552 4 FWData=From_NVM;FWDate=201712111114;FWPgcount=3510;

 

I tried looking for a hardware reference or service manual, to see what parts are in the area behind the ink cartridge door. To date, I've not been able to locate any meaningful hardware or service information.

 

Any suggestions on the cause and fix for the ratching/jam would be appreciated. If anyone knows where one can find a hardware or service manual, that would be a help too.

 

Thanks.

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