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, Printer Expert
Category: Printers
Satisfied Customers: 4677
Experience:  B.Sc. Computer Science with Honors
26798893
Type Your Printers Question Here...
Michelle is online now

My HP Officejet6100 has a paper jam and I am unable to get

Customer Question

My HP Officejet6100 has a paper jam and I am unable to get at it to remove as the entire seems to be a sealed unit. Can you help
Submitted: 2 years ago.
Category: Printers
Expert:  Michelle replied 2 years ago.

Michelle :

Hello. My name is Michelle and I will be assisting you today.

Michelle :

What is the error message on the printer screen lcd

JACUSTOMER-y3rfjlyd- :

There is no Icd screen on the printer.

Michelle :

is your printer HP Officejet 6100 ePrinter - H611a

JACUSTOMER-y3rfjlyd- :

The only title is HP Officejet 6100 the words eprinter-h611a do not appear

Michelle :

No problem its the same model i asked

Michelle :

do you see the paper jammed inside

JACUSTOMER-y3rfjlyd- :

yes i can see it stuck into the side the left as viewed from the front of the machine

Michelle :

i will walk you through to open the printer and access the jammed paper.

JACUSTOMER-y3rfjlyd- :

thank you

Michelle :

Please remove all the papers from the tray and make it empty

JACUSTOMER-y3rfjlyd- :

done

Michelle :

Open the carriage access door

JACUSTOMER-y3rfjlyd- :

pls confirm that is the door at the lower back which if so I have removed

Michelle :

i can post a picture of it

JACUSTOMER-y3rfjlyd- :

yes please

Michelle :

allow me a minute

Michelle :

Full Size Image

Michelle :

check the picture and open it that way

JACUSTOMER-y3rfjlyd- :

That printer is not at all like mine - we seem to be talking about two different machines

Michelle :

alright i have reconfirmed it and its not the model

JACUSTOMER-y3rfjlyd- :

So where to from now?

Michelle :

Click here i am attaching a video link to remove the jammed paper.

Michelle :

as the page opens scroll down and click on the play buttom to view the video

Michelle :

did that help

JACUSTOMER-y3rfjlyd- :

Done all that and removed all the paper that i can see and am trying to print a page but won't happen just the power and the paper light (on the extream left ) are blinking.

Michelle :

remove the papers from the tray

Michelle :

unplug the power cable without turning off the printer

JACUSTOMER-y3rfjlyd- :

Done

Michelle :

i mean pull out the power plug when the printer is on

Michelle :

let it sit for 1 minute

Michelle :

reconnect the power and then remove the ink cartridges

Michelle :

let it sit for 1 minute and then reinstall the ink cartridges back.

JACUSTOMER-y3rfjlyd- :

OK plugging it back on mover the ink and there is no paper behind or visible anywhere.

JACUSTOMER-y3rfjlyd- :

both lights still blinking and still will not print.

Michelle :

did you try removing the rear cover and check if there is any paper still jammed

JACUSTOMER-y3rfjlyd- :

yes have done that and no there is no paper visible there at all.

Michelle :

remove the cartridges and tell me what error light it blinks

Michelle :

is the power button and the resume button both blinking

Michelle :

tell me the light status

JACUSTOMER-y3rfjlyd- :

all 4 ink cartridges are removed and just the same two lights are blinking

Michelle :

which two lights are blinking

JACUSTOMER-y3rfjlyd- :

power and the last one on the left (when viewed from the front) of the four above it

Michelle :

the last one on the left is it blinking red or amber?

JACUSTOMER-y3rfjlyd- :

not red i would call it yellow or perhaps very pail amber. now it has stopped

Michelle :

okay now insert the cartridges correctly and close the cover

Michelle :

dont print now

Michelle :

let me know if there is any error on the computer.

JACUSTOMER-y3rfjlyd- :

All inks back and the power light is blinking and so is the same one -on the left -

Michelle :

unplug the usb cable if connected to the computer

JACUSTOMER-y3rfjlyd- :

Done

Michelle :

the error light indicates that there is a paper jam still inside

Michelle :

Printers which dont have lcd then it displays error light pattern through which we identify the fault,

Michelle :

the error light indicates that there is a paper jam still inside

JACUSTOMER-y3rfjlyd- :

I have had a really good look and there is no paper to be seen

Michelle :

unplug the usb cable if connected

JACUSTOMER-y3rfjlyd- :

I have already done that see your instruction at 12.38 above

Michelle :

you have followed all the steps from the link i gave

JACUSTOMER-y3rfjlyd- :

yes

Michelle :

how old is the printer?

JACUSTOMER-y3rfjlyd- :

4 or 5 months

Michelle :

so this is under warranty

JACUSTOMER-y3rfjlyd- :

I will have to locate the invoice to confirm actual date of purchase. aAnyway it seems you can not assist me further. thank you for trying and goodby

Michelle :

my suggestion to you would be to call the manufacturer and get the printer replaced as its under warranty the error is not fixable due to some hardware fault inside, it has occurred during the paper jam.

Michelle :

we dont have much to check as you have already followed the steps given on the hp troubleshooting page.

Michelle :

locate the invoice and i will give you a number to call HP and get the printer replaced for free of cost as its under 1 year limited warranty.

Michelle :

Is there anything else i may assist you with.

JACUSTOMER-y3rfjlyd- :

Took me a moment to find the invoice. It is dated 23 /10/2013. Would that still be in warranty

JACUSTOMER-y3rfjlyd- :

?

Michelle :

i can check the warranty can you tell me the serial number of the printer

JACUSTOMER-y3rfjlyd- :

Serial number is CN3AM6QJB3

Michelle :

thanks let me check

Michelle :

Purchased in Ireland?

Michelle :

yes you have a good warranty on it

Michelle :
TypeIdentifier Service typeStart dateEnd dateStatus
Base Warranty CN3AM6QJB3 Wty: HP HW Replacement Support Dec 27, 2013 Feb 24, 2015 Active
JACUSTOMER-y3rfjlyd- :

Yes bought in Ireland an d not the question is how quick can I get my hands on a replacement printer?

Michelle :

you can click on this warranty chat link to get connected to the Hp technician and raise a printer replacement request.

Michelle :

they might take 3 to 5 business days.

Michelle :

I hope I've provided the information you were seeking. If you are happy with my service, effort and the Information you got, then provide a rating by clicking on the smiley below.

Michelle :

if you have any more question feel free to ask.

Michelle :

Thank 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:

 
 
 
  • Engineer John C.

    Engineer John C.

    Computer Science Engineer

    Satisfied Customers:

    4895
    CompTIA A+ Certified and 10 years of experience repairing computers and printers.
< Last | Next >
  • http://ww2.justanswer.com/uploads/CO/ComputEngineer/2012-2-6_20858_20111114201751jalogoold.200x200.64x64.jpg Engineer John C.'s Avatar

    Engineer John C.

    Computer Science Engineer

    Satisfied Customers:

    4895
    CompTIA A+ Certified and 10 years of experience repairing computers and printers.
  • http://ww2.justanswer.com/uploads/LO/LongTermTech/SMILE4LARGE500by500.64x64.GIF Russell H.'s Avatar

    Russell H.

    Printer and Office

    Satisfied Customers:

    1974
    11+ yrs experience, inkjets & lasers, from huge to portable
  • http://ww2.justanswer.com/uploads/WA/wa94sound/2012-6-6_202633_iStock000007010121Small.64x64.jpg Bernie's Avatar

    Bernie

    Printer Technician

    Satisfied Customers:

    1838
    6+ years experience, Microsoft MCDST/CompTia A+ Certified
  • http://ww2.justanswer.com/uploads/SH/Shefin/2012-6-6_17328_1.64x64.jpg Shefin's Avatar

    Shefin

    Printer and Office Equip. Specialist

    Satisfied Customers:

    1161
    Working as tech support specialist with a worldwide computer manufacturer.
  • http://ww2.justanswer.com/uploads/PC/PCDrMiller/2012-9-19_33625_JasonMiller2012.64x64.jpg PCDrMiller's Avatar

    PCDrMiller

    Technician

    Satisfied Customers:

    699
    IT Specialist, Print Server Administrator, MFP expert
  • http://ww2.justanswer.com/uploads/DI/dimmusacio/2012-1-26_194857_JA2.64x64.jpg Freddy M.'s Avatar

    Freddy M.

    Technician

    Satisfied Customers:

    413
    Years of experience
  • http://ww2.justanswer.com/uploads/DM/DMacon7/2011-4-19_165749_DwightHeadshot3.64x64.jpg Printer Doctor's Avatar

    Printer Doctor

    Sr. Printer Technician

    Satisfied Customers:

    390
    10,000+ hrs direct troubleshoot, repair and rebuilding hp, Lexmark/Dell inkjet and laser printers
 
 
 

Related Printers Questions