HP printers and "paper jam"

Question

Hello,
for your information

HP finally faces its "black part"

For months, messages have been piling up on our website forum, and others, reporting a recurring failure on certain HP printers. The machine indicates a "paper jam," but it is actually a small broken black part that is stuck. Without acknowledging a manufacturing or design defect, the manufacturer commits to providing a personalized response to complainants within 7 days.

It has become "the famous failure of the small broken black part." "It," is a failure that has been coming up for several months through numerous messages posted on our forum and those of other websites. And it was one of the unlucky internet users who coined the term. The problem concerns printers from Hewlett Packard (HP), particularly the models PSC 2355, 1610, 1510, 4100, or 2175. Every time, the scenario is the same: after a variable period of use (from a few weeks to several years), and even if it has been used little, the printer emits a suspicious noise then displays the error message "Paper Jam." This alert is well known among printer users. It is indeed common for a sheet to get stuck in the mechanism; one only needs to gently pull it out to get the machine running again. However, this time, the message is a mystery: no sheet is stuck anywhere. A quick inspection of the machine reveals that, in fact, a small broken piece of black plastic is wandering under the hood. It belongs to a spring-mounted component located to the right of the cartridge carriage. And without it, the printer no longer works.

Brutes?
A manufacturing defect? The manufacturer, which UFC-Que Choisir has decided to alert, prefers to believe it is due to rough handling by users. "These machines statistically and in reality do not present any particular issues. We have not recorded cases of breakage, which are very likely exceptional and due to user error (forcing the device),” they explained to us. Let’s be clear: users are brutes! Brutes who, for several of them, took the care to contact HP’s services (customer service or support) when the warranty could still apply (others have attempted to glue the part back with mixed success).

The manufacturer's responses have not been satisfactory... "HP's support service only offers a 'generic' response and proposes a repair quote that is not far from the price of the machine!" Bruno wonders. "HP generously offered me 20% off the purchase of a new printer," another consumer remarks with irony. "They offer factory refurbishment for the modest sum of 158 euros excluding tax for a piece that should cost 2 euros! Hats off, HP!" fumes another on the forum of the site "Comment ça marche," which also overflows with testimonies. HP claims that "these devices are well known to [their] services as they are used in other models" and "are recognized for their great reliability and longevity." We cannot deny that HP makes very good printers; some models regularly rank among the best in our tests. But one must face the facts, there seems to be an air of bad faith in this case.

Personalized response
Clearly stirred by our intervention, the manufacturer has decided to take action. They have committed that each complaint submitted online (1) will receive a personalized response with contact being made within 7 days. Two conditions, however: the first is that the contact form (contact information, purchase date, product reference, 10-character serial number, details of the request) must be duly filled out. And the second is that it must be specified in the message "clearly the name of the journal 'UFC-Que Choisir' in the request." Our readers, privileged? No flattery here! For "the famous failure of the small broken black part" to reach a happy resolution, it just takes to spread the message to as many people as possible!

Camille Gruhier

(1) https://www8.hp.com/fr/fr/contact-hp/ecrire_reclamations.html

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dub057 · Accepted Answer

Hello,
I had the same problem with my HP PHOTOSMART C4280 printer:
For a few days, there was a shrill rattling noise when the printer was still printing.
It's a tiny broken black plastic part that is responsible for the issue.
The part in question is clearly marked by the glue:
url=http://www.hostingpics.net/viewer.php?id=683807DSCI1935.jpg][img]http://img15.hostingpics.net/thumbs/mini_683807DSCI1935.jpg[/img][/url]

After re-gluing the part, the printer works again. So we can fix this problem with a small star screwdriver and a good tube of super glue 3.
But this won't last forever.
I think a lot of others have used super glue like I did. I'd like to know how long their repair lasted?
Printer manufacturers do the same as washing machine manufacturers, they design key parts that break quickly so we'll have to buy again. I'm fed up...

Anysoleil · Answer

I just wanted to thank you for what you wrote; it really helped me because I recognized myself in that damn problem of the broken little black piece. I tried to glue it back myself but without success; it won't hold, so I think I'm going to have to buy another printer because I don't remember the date of my purchase. It must be at least 3 years already!!!!! It's really frustrating because I haven't used it often and I just bought two ink cartridges rrrrrrrr!!!!!! Anyway, thanks again for your info, see you soon.

platon · Answer

Having a paper jam signal on an HP PSC 1610, and lacking serious information from H.P., I searched for the principle of paper jam detection:
On the right side of the carriage, a miniature photoelectric sensor is attached (For principles see Telemecanique proximity sensor XUB). When this sensor is in front of a reflective or gray obstacle, it sends a signal.
In the right movement area, there is a plastic piece that this sensor detects, which is displaced when the printer cover is opened.
If the time taken by the carriage is too long, a "paper jam" error is indicated.
1° Since I no longer have the removable plastic piece and wish to manufacture it, is there a plan available? What is the shape of this piece, its color, does it follow the shape of the bottom of the detector (the sensor is on an inclined plane towards the back)?
2° To study this piece, we would need to be in a closed cover position; I unscrewed two screws at the front but haven’t found how to remove the back of the upper part to access the control.
If not, I will remove this control and place a piece carrying the plastic that I will remove to change ink.
The screw heads or screwdriver are TORX 10 and 6, sometimes a small flat screwdriver can be used.
Thank you for your help.

petite marie · Answer

Hello,
I, like you, am a bit disgusted because of course I didn't keep the receipt, but from memory, I've had the HP 1610 printer for 3 years and it's been paper jamming for at least 15 days without any prior warning. I've tried everything; the cartridges are brand new from 15 days ago and mysteriously, it accepts to print photos on colored paper but not on plain white paper—maybe it's racist or just needs some colors given the gloomy environment!!!!!!!!!! (humor) So, what else can I do? I opened the back and nothing is blocking, and it honestly annoys me to think I have to buy another one or pay a maximum for labor on a part that costs 3 euros!!!!!!!!! Thanks for your help.

papychat · Answer

Paper jam is indicated when the carriage takes too long to reach the end of its movement; this happens if, with the cover closed, the carriage does not stop at the intermediate position and goes all the way to the end (brushes).
The position sensor is a small removable photoelectric cell located at the bottom right of the carriage.
Normally, with the cover closed, the cell sends a stop signal when a small piece of plastic is in front of the cell. If the cover is open, this piece is removed.
The cell can be seen on the first V at the back; the brush should clean it at the end of the stroke.
The best solution is to find the small black plastic piece and reattach it; with the cover open, the carriage should not catch it.
Personally, after experiencing other failures, I gave up. I have an old DESKJET 660 C printer that works well after securing the output flaps.

Good luck.

lucyinthesky13 · Answer

Hello,

I'm facing the same issue with my HP Photosmart B110 series printer, which is not even 2 years old.
I've followed the instructions, sent a complaint form with "UFC- Que Choisir" mentioned, and all I've received is a standard email directing me to various links, including a repair cost estimate. The repair would actually cost me double the purchase price.

So here’s my question: despite the photos posted in this conversation, I still can't see what this black part looks like or where it is located. I've searched inside my printer without success. I'd like to try one last rescue operation before buying a new one.
Could someone guide me?

Thank you in advance.

woauillenote · Answer

hello
I'm a bit behind, but I only started having this phantom paper jam problem, rattling sound, etc. recently. Personally, I found a trick that works on my HP 8500, after searching in vain for that phantom black piece too: I took a damp cotton swab and ran it under the 2 rollers of the system that grabs the paper from the tray, I ran several “blank” prints, the cotton swab comes out black, the rollers are cleaned, and it's good to go... hoping this helps someone instead of lining the pockets of those big companies that see us as suckers.

HP printers and "paper jam"

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