unknown

asked May 13, 2004 at 11:33pm
Hp HP Color Copier 150

HP psc2110

My printer is totally screwed and tech help could not figure it out. I am 150 miles from a service center and have some wild idea that someone here might have a solution. Thanks
Here is the conversation I had with a tech person on HP livechat help:


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Shelly
Welcome to HP Total Care. How may I assist you today?


Dave
Hi, it says to align cartidges, press enter. I do so and it prints out the instructions and the alignment page. I follow the instructioins and put the alignment page on the scanner as I have always done in the past after changing the cartridge and press enter. It says either No page detected or it cycles through the To Align Cartidges press enter. (I have a nice stack of alignment pages now!)


Dave
Also it wont let me cancel the process. I have turned the compuer and printer on and off several times.


Shelly
Dave , I will be glad to assist you.


Shelly
May I know the model number of the printer?


Dave
psc2110allinone my271C40SB


Shelly
We will do a partial reset on the unit.


Shelly
Disconnect the printer form the computer.


Dave
done


Shelly
Unplug the power cable from the back of the printer when the printer is On. Press and hold Cancel and the Left Arrow buttons and while holding these buttons plug in the power cord.


Dave
Done
printer is about a yr old. I notice the program often cannot close properly. Should I download new drivers?


Shelly
No Dave, this is not the issue with the drivers.


Shelly
Is the printer connected to the surge protector?


Dave
it said release button (I did) Partial reset, initializing and now Open Door Clear Cartidge jam, press enter. I will have a look but doubt there is any jam


Dave
no surge protector


Dave
No jam noted. (it printed those align pages just fine before, too_ Sorry, it said carriage jam. cartridges are off to the right, and when i close door, same message Clear Carriagejam


Shelly
Open the rear access door at the back of the printer.


Dave
done


Shelly
Clean the rollers that you find over there with a lint free cloth lightly moistened with water.


Shelly
Make sure that there is no paper piece stuck over there.


Dave
they look spic and span, I cleaned the six 1/2" ones on the 'door' The larger ones in the printer are immovable so I cannot access them to clean all surfaces


Dave
No paper stuck, looks fine. It did print OK a few moments ago when I was printing endless alignment pages


Shelly
Okay.


Shelly
Now close the rear access door.


Dave
done


Shelly
Open the front access door and move the carriage to and fro several times manually when the printer is On.


Dave Taylor
printer on... the carriage is the part that holds the cartridges??


Dave Taylor
If so they are way off to the right, kind of inaccessible


Dave Taylor
can i pull on the wires?? doesnt sound right


Shelly
Yes, but please pull them gently. The transparent strip should not break.


Dave Taylor
that baby aint budging. I will look a little further but it is in there good. Maybe I could press buttons to get the machine to pull it over?


Shelly
Try to make a copy.


Dave Taylor
It wouldnt respond to Black so I restarted it and it says initializing, and wont respond at all


Dave Taylor
three lights flashing


Shelly
We will do a full reset on the printer.


Dave Taylor
OK


Shelly
Unplug the power cable from the back of the printer when the printer is On. Press and hold Cancel and the Right Arrow buttons and while holding these buttons plug in the power cord.


Dave Taylor
release button full reset then it powered itself down!


Shelly
Turn it On.


Dave Taylor
On. Initializing. Lots of spinning and grinding etc. Three lites flashing.
I am on call and will have to leave soon. Is there any way I can get back to you or get a ticket # for future ref? Now it says press enter to align cartridges.


Shelly
Press Enter.


Shelly
Yes Dave, you can log in back with the same e-mail address . As this chat is recorded , any technician will be able to access this chat transcript and will be able to assist you further.


Dave Taylor
enter


Shelly
Yes.


Dave Taylor
it printed the info page and alignment page. my wife is going to take over.


Shelly
Sure.


Shelly
Now try to print a self test page from the unit.


Shelly
Press the Setup or Menu button until Print Reports appears in the display, and then press Enter. Use the arrow buttons to scroll through the options until Self-Test Report is selected, and then press Enter.


Dave Taylor
is a self test page the alignment page on the scanner, press enter?


Shelly
No, please follow the steps below.


Shelly
Press the Setup or Menu button until Print Reports appears in the display, and then press Enter. Use the arrow buttons to scroll through the options until Self-Test Report is selected, and then press Enter.


Dave Taylor
it seems to be stuck on "busy"


Shelly
Unplug the power cable from the back of the printer when the printer is On. Press and hold Plus (Cancel) and Enter while plugging in the power cord.


Shelly
Are you done with it?


Dave Taylor
no, it just keeps printing the instructions to align print cartidges and the pattern sheets.


Shelly
Turn the printer off, wait for 15 seconds and then turn On.


Dave Taylor
didthat, but now it just says to press enter to align cartidges


Shelly
Do not press Enter.


Shelly
Press Setup and Options (or Copy Options).


Dave Taylor
says busy, again


Shelly
Have you pressed Setup and Copy Options button?


Dave Taylor
yes


Shelly
Dave, It seems that there is a hardware failure in the printer and the printer needs to be serviced. Let me know the date of purchase of the printer before we proceed.


Dave
Ok, we will, but that may take a little bit of investigating. We have missed place the manuel and warranty. But the date was about 1.5 years ago.


Shelly
Dave , please give me your complete address so that I can give you the addresses of the service centers.




Dave


Shelly
Give me few minutes so that I can search the nearest service center's addresses.


Dave
thanks, we will be here


Shelly
You are welcome.


Shelly
Let me know the street address.


Dave Taylor