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Hi, My name is ***** ***** i will be assisting you
please let me know if you get any error code as well along with the error message
Michelle - there is no number on the screen - it just says "Document feeder jam. Clear and reload.". Regards. Geoff.
do you have windows or macoson your computer
I have windows.
have you tried scanning from the computer
place a document on the scanner glass
in the window that opens you will get a scan button to click on on bottom left
click on it and scanner should initiate scanning
I don't know how to scan from the computer.
try the steps i just listed above
let me know if you are able to scan
Windows scanning was not working, so the technician set the hp printer up so that I scanned from the feeder tray at the top of the printer. That went straight to email so that I could then forward the document to a typist.
if i understand you have checked all possible places for a jam
is that correct
Yes, the back of the printer and the feeder trays and all the papers being scanned came out intact.
turn off printer and unplug power cord
keep the ON button on printer pressed for 10 secs
wait for 2 mins
plug in power cord and turn on
now check if you get the same error
ok, Michelle, I have done this before without success, but I have just done it again. Should I plug it back in again?
also let me know that if you try to print something, does it print or gives the same paper jam message
Michelle - the same message has just come up. I can print just fine. Regards. Geoff.
ok..give me a moment
i am just checking
please let me know that do you get this paper jam error on the printer or on the computer
The paper jam error comes up on the screen for the printer and not on the computer.
click start..programs...do you see any program by the name of solution center
No, I looked at all programmes and none said solution center.
can i remote access and check the settings on your computer
ok...please open the below websit
in the page that opens click on start full version
save and run the file
once the teamviewer window opens let me know the id and password ***** left side
Michelle, when I click on the above website, nothing happens. Should I go to the Internet?
Michelle id is ********* and password ***** *****
can you type the numbers for the id again please
Id is 394 868 825
let me connect
i am connectec
it seems i got disconnected from remote
all settings of printer are fine..it seems to be a sensor issue or an internal jam...
i would suggest to get the unit serviced as its not software setting issue
Michelle - ok, we will stop now. Regards. Geoff.