How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Michelle Your Own Question

Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 5251
Experience:  B.Sc. Computer Science with Honors
26798893
Type Your Computer Question Here...
Michelle is online now

I have an HP Color Laser Jet CM2320fxi MFP. I cannot scan anything

Resolved Question:

I have an HP Color Laser Jet CM2320fxi MFP. I cannot scan anything because the screen says that there is a paper jam at the top. I have checked everything with a flashlight and cannot see a paper jam at the top or anywhere else for that matter. Would you please advise as to what I can do to get the scanner working again. Alternatively, perhaps you can tell me how to set the printer to scan from the glass, so that I do not have to use the document feeder to scan. Regards. Geoff Fox.
Submitted: 2 years ago.
Category: Computer
Expert:  Michelle replied 2 years ago.
Michelle :

Hi, My name is ***** ***** i will be assisting you

Michelle :

please let me know if you get any error code as well along with the error message

Customer:

Michelle - there is no number on the screen - it just says "Document feeder jam. Clear and reload.". Regards. Geoff.

Michelle :

do you have windows or macoson your computer

Customer:

I have windows.

Michelle :

ok

Michelle :

have you tried scanning from the computer

Michelle :

place a document on the scanner glass

Michelle :

  1. Click the Start button , click All Programs, and then click Windows Fax and Scan.

Michelle :

in the window that opens you will get a scan button to click on on bottom left

Michelle :

click on it and scanner should initiate scanning

Customer:

I don't know how to scan from the computer.

Michelle :

try the steps i just listed above

Michelle :

let me know if you are able to scan

Customer:

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.

Michelle :

ok

Michelle :

if i understand you have checked all possible places for a jam

Michelle :

is that correct

Customer:

Yes, the back of the printer and the feeder trays and all the papers being scanned came out intact.

Michelle :

turn off printer and unplug power cord

Michelle :

keep the ON button on printer pressed for 10 secs

Michelle :

wait for 2 mins

Michelle :

plug in power cord and turn on

Michelle :

now check if you get the same error

Customer:

ok, Michelle, I have done this before without success, but I have just done it again. Should I plug it back in again?

Michelle :

yes

Michelle :

also let me know that if you try to print something, does it print or gives the same paper jam message

Customer:

Michelle - the same message has just come up. I can print just fine. Regards. Geoff.

Michelle :

ok..give me a moment

Michelle :

i am just checking

Michelle :

please let me know that do you get this paper jam error on the printer or on the computer

Customer:

The paper jam error comes up on the screen for the printer and not on the computer.

Michelle :

ok

Michelle :

click start..programs...do you see any program by the name of solution center

Customer:

No, I looked at all programmes and none said solution center.

Michelle :

ok...

Michelle :

can i remote access and check the settings on your computer

Customer:

Yes.

Michelle :

ok...please open the below websit

Michelle :

website

Michelle :

www.teamviewer.com

Michelle :

in the page that opens click on start full version

Michelle :

save and run the file

Michelle :

once the teamviewer window opens let me know the id and password ***** left side

Customer:

Michelle, when I click on the above website, nothing happens. Should I go to the Internet?

Michelle :

click here

Customer:

Michelle id is ********* and password ***** *****

Michelle :

can you type the numbers for the id again please

Customer:

Id is 394 868 825

Michelle :

thanks

Michelle :

let me connect

Michelle :

i am connectec

Michelle :

it seems i got disconnected from remote

Michelle :

all settings of printer are fine..it seems to be a sensor issue or an internal jam...

Michelle :

i would suggest to get the unit serviced as its not software setting issue

Customer:

Michelle - ok, we will stop now. Regards. Geoff.

Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 5251
Experience: B.Sc. Computer Science with Honors
Michelle and 4 other Computer Specialists are ready to help you

What Customers are Saying:

 
 
 
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
< Previous | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
 
 
 

Meet The Experts:

 
 
 
  • Kamil Anwar

    Kamil Anwar

    Computer Support Specialist

    Satisfied Customers:

    161
    8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
< Previous | Next >
  • http://ww2.justanswer.co.uk/uploads/JA/JACUSTOMERf8udkdxk/2013-8-3_15150_323738101505074393259301621172992o.64x64.jpg Kamil Anwar's Avatar

    Kamil Anwar

    Computer Support Specialist

    Satisfied Customers:

    161
    8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
  • http://ww2.justanswer.co.uk/uploads/WI/Windowspcfix/2013-8-19_153826_ja12.64x64.jpg James K.'s Avatar

    James K.

    Consultant

    Satisfied Customers:

    93
    Technical Director of IT Company
  • http://ww2.justanswer.co.uk/uploads/JO/JonTech/2011-10-25_111835_A2c.64x64.jpg Jon-Tech's Avatar

    Jon-Tech

    IS Manager

    Satisfied Customers:

    61
    20 yrs: Computers, Networking
  • http://ww2.justanswer.co.uk/uploads/JA/jamieratliff/2012-2-8_194551_jamie.64x64.jpg jamieratliff's Avatar

    jamieratliff

    Information Systems Manager

    Satisfied Customers:

    21
    Jamie has worked in the Information Technology field for over a decade.
  • http://ww2.justanswer.co.uk/uploads/JA/JACUSTOMERleg4q7o8/2012-3-6_203036_meja.64x64.png TheDoctor's Avatar

    TheDoctor

    Software Engineer

    Satisfied Customers:

    16
    Experienced Software Engineer
  • http://ww2.justanswer.co.uk/uploads/FI/FisherEngineering/2012-1-18_194422_Fisher375Headshotcompressed239K.64x64.jpg Bill Fisher's Avatar

    Bill Fisher

    Computer Engineer

    Satisfied Customers:

    1
    Computer system design, networks, integration, general support.
  • http://ww2.justanswer.co.uk/uploads/ZE/zeyank/2014-12-9_221254_zeyank.64x64.png Ryan H.'s Avatar

    Ryan H.

    Computer Support Specialist

    Satisfied Customers:

    1739
    A+ Certified Technician - 10 Years experience working with all types of computer systems.