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Mike Deignan
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May 9th, 2017 10:00
C3760dn, Jam Tray 1
I have a C3760 with about 20k pages on it. It has been performing flawlessly.
Last friday it stopped pulling from Tray 1. Trying to print a job from Tray 1 yields a "paper jam" error. However, there is no jam. It appears the printer never actually pulls a piece of paper from the tray.
I have inspected the various places looking for a small piece of paper, etc. to see if there is an actual 'jam' somewhere, but I cannot find anything.
I can print from the manual tray fine, no problems. I can set the manual tray as the default, and print all day no issue. However, any attempt to print from Tray 1 though will yield a paper jam error..
Any ideas on things to troubleshoot further? There does not appear to be any broken pieces on Tray 1 from what I can see.
I am trying to narrow things down before I start shelling out a lot of money on items I may not need to repair it (at which point, I should simply cut my losses and instead buy another printer.)
Thanks,
Mike Deignan
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Posted May 10th, 2017 05:00
Thank you, Dell-Lijo J.
As I indicated in my previous message, there is no actual paper jam (I have already gone through the inspection steps mentioned in the printer's manual). It appears the printer is not actually picking up a piece of paper out of tray 1 and then reporting a paper jam because it is not feeding a sheet. I have inspected tray 1 and everything appears to be in order, nothing broken, etc.
DELL-Lijo J
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Posted May 10th, 2017 07:00
Thank you for the update Mike. As the steps given previously was already tried, we’ll now try and update the printer firmware. Please use this link to update the same.
Let us know if the firmware update has resolved the issue.
Mike Deignan
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Posted May 16th, 2017 19:00
I have been unable to install the indicated firmware. When I attempt to do so via a USB cable, the status reads "Writing.... USB MCUF/W", and, a few minutes later, I receive a "Protection Error - Job Canceled 016-391"
DELL-Lijo J
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Posted May 17th, 2017 09:00
Sorry to hear that you are still facing issues. We request you to provide us with the following information for us to check for more details.
1. Service tag
2. Email address
3. Registered owner of the printer
You can refer to this link which is a video with the steps to find the service tag. We thank you for your cooperation.
Mike Deignan
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Posted May 17th, 2017 10:00
I'm not keen on putting my email in a public forum where it will be trolled by spambots. Is there an alternative?
DELL-Lijo J
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Posted May 18th, 2017 08:00
We request you to private message the details. To send a private message, click on my name and select ‘Send private message’. We thank you for your cooperation.
Mike,
Your printer may be having the same issue as the one in the link below.
en.community.dell.com/.../20778534
If the black plastic flag is simply dislodged, just push it back in place and your printer should be good to go.
If it is broken, you probably have to replace it.
Hope this helps.
Mike Deignan
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Posted June 1st, 2017 06:00
Thanks for the heads up. I'll check later today when I'm back where the printer is, if I can locate where that mentioned part is located. I do not recall seeing anything that looks like it anywhere, but, i wasn't specifically looking either :)
If that's what it is, I can live w/ removing it and getting a paper-jam when the tray runs out of paper (which the other poster in the thread you referred to indicated happens if you remove it.)
DELL-Lijo J
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Posted May 10th, 2017 04:00
Hi Mike,
Welcome to our community.
You've reached the right department and We’ll surely try to assist you within Dell support boundaries. Please refer to this link which is the manual for your printer. Follow troubleshooting steps from page 355. Let us know if the steps helped you.