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michelleclive
michelleclive, Customer Service
Category: Electronics
Satisfied Customers: 5641
Experience:  Working as a manager in a tech support company and i have an experience of 8 years and more in electronics device.
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my Espon XP-312 printer is not loading paper. it pulls one

Resolved Question:

my Espon XP-312 printer is not loading paper. it pulls one side in and this leads to being screwed up when fed into printer or it will say it is out of paper as it can not feed it in at all. i have looked for any obsrtuctions, please help.....TIA
Submitted: 2 years ago.
Category: Electronics
Expert:  michelleclive replied 2 years ago.
michelleclive :

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

michelleclive :

please let me know do you get any error as well when you try to print

Customer:

i have not tried printong from laptop have been trying to copy something via printer

michelleclive :

ok

michelleclive :

how old is the printer

michelleclive :

also does it make any abonormal sound when trying to print\copy

Customer:

printer is about 6 months old.

Customer:

ems to make normal noises but over and over as it tries to grab paper

michelleclive :

ok

Customer:

*seems

michelleclive :

there are few manual cleaning steps we will attempt

michelleclive :

remove all paper from printer and turn off

michelleclive :

unplug power cord

michelleclive :

keep the ON button on printer pressed for 10 secs

michelleclive :

blow air near the rollers, feed trays and in the printing area

michelleclive :

once done plug in power cord..

michelleclive :

now send a print command from laptop to computer

michelleclive :

insert just 2-3 sheets of papaer when it gives you the out of papaer message

michelleclive :

let me know if it prints fine or jams the paper

Customer:

it does not load paper. still trying to grab paper. it ctaches one side and leaves a srunch in paper, but paper does not feed.

michelleclive :

ok

michelleclive :

give me a moment here

michelleclive :

let me check

michelleclive :

it seems that the roller seems to miss out grabbing the paper

Customer:

yeah sounds like it

michelleclive :

Thanks for your patience

Customer:

any fix?

michelleclive :

the roller seems to be bent on one end and is missing out on paper

michelleclive :

this could be due to something stuck within the rollers or roller worn out

michelleclive :

since this is a new printer wear and tear seems unlikely

michelleclive :

possibility of something stuck near rollers is more

michelleclive :

we have already attempted manual cleaning

michelleclive :

now checking the rollers further would involve opening the panel to access rollers

michelleclive :

i would not suggest the steps for that to you

michelleclive :

the reason being that its within a year of purchase

michelleclive :

so is under warranty cover

michelleclive :

any advanced steps will void the warranty cover

michelleclive :

this fault is related to the paper pickup rollers though and fixing this would involve getting the unit serviced

michelleclive :

the good part is that since the machine is within warranty, a service would be free of charge

michelleclive :

i am listing the contact details for epson

michelleclive :

give them a call and get a in warranty service arranged

michelleclive :

01952 607 111 - Open Monday to Friday 9am to 5.30pm.

Customer:

okay.

Customer:

that all makes sense. thought it was something stuck but didnt want to open case and void warantee...as you said.

Customer:

is this phone number a high charge call?

michelleclive :

no

michelleclive :

not a high charge call

michelleclive :

standard charges

michelleclive :

i hope you understand that in case of mechanical jams\faults i can only diagnose the cause of fault but cannot make a bad part work again

michelleclive :

let me know if you have any questions

michelleclive :

thanks for choosing just answer

Customer:

okay, Thank you

michelleclive :

you may click on a smiley face below if you are satisfied with the information received

michelleclive :

Merry Christmas in advance

michelleclive :

Thanks for choosing just answer

Customer:

Thank you..Merry Christmas

michelleclive :

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