PIXMA MG3620 jams every time.

[LWRS]

A relatively new (3 months) Pixma MG3620 started jamming every print yesterday.

Mechanically the problem is the following:

At the back of the input tray there is a white diagonal wall, to guide the paper into the turn during printing.

At one point on this wall slightly to the right of the paper feeders, there is a horizontal piece of white plastic, it is attached to a spring behind it. I believe this piece of plastic is to standardize how far in one pushes the paper before printing.

When I print this piece doesn't retract (which I assume it is supposed to do, hence the spring), pushing the paper prematurely up and jamming the printer before the piece of paper can make the turn.

The error that comes up is alternatingly a paper jam error (1303) or an error saying the printer is without paper (1003).

[ArthurJ]

HI LWRS,

Troubleshooting with our support group will be needed to narrow down the cause of your issues. Please contact our support group at 1-800-OK-CANON (1-800-652-2666), Monday - Friday, 8:00 AM - 8:00 PM EST(excluding holidays).

We look forward to your reply.

[Zizirossa]

I have the same issue.Have you contacted support? Were they able to resolve the problem?

[LWRS]

I have contacted support.

They were unable to direct me how to fix the problem on my own but were very helpful in that they sent me a new printer and I returned the old one.

[Danobian]

Mine is doing this exact same thing!  That white plastic part with the spring has a cam that is suppose to rotate allowing the part to be pulled back by the spring.  If the cam is broken then it's stuck there.  My only option I think is to remove that part.

[JayC1]

Hi Danobian! Thanks for contributing to the community. 

Since a part within the printer looks broken to you, we highly recommend contacting Canon support so a representative can troubleshoot and narrow down the cause of your problem.

Please contact our support group at 1-800-OK-CANON (1-800-652-2666), Monday - Friday, 9:00 AM - 6:00 PM EST(excluding holidays).

It will help if you create a Canon account and register your printer before you call in. You may also have access to chat support after you register your printer. 

You can create your Canon Account and register your printer at the following website:

https://myprofile.americas.canon.com/us/signin 

After you register the printer, you will be able to see what support options you have by clicking on the Get Support option in the left column of your Canon Account page

We can help you with this issue over phone or chat support. Thanks again!