This video explains how to fix your printer when you have a paper jam error message on
your computer or your printer control panel. In the first part of this step we'll be
removing a paper jam from the back of the printer.
Do not remove jammed paper at this time, but begin by removing any loose paper from the
input or output tray. Press the Power button to turn off the printer.
In some cases it may not turn off. Whether or not the printer turns off, in the
next step we need to unplug the printer. Turn to the back of the printer
Disconnect the power cord. Remove the USB cable from the printer.
Push in the two buttons on each side of the duplexer to remove it from the printer.
Check the rear area for jammed paper. If you see any paper, remove it by pulling evenly
with both hands to avoid tearing. Check the rollers and wheels for torn pieces
of paper that might remain inside the printer. Use a flashlight to thoroughly search the
rear of the printer to find all small scraps of paper. If any torn pieces of paper remain
inside printer, more paper jams are likely to occur. Next, let's check the duplexer for any jams.
Squeeze the latch on the back of the duplexer and lower its cover.
Remove any jammed paper from inside the duplexer. Once all the paper has been removed, close
the cover. Reinsert the duplexer into the back of the
printer. If you cannot remove the paper jam from the
back, we will attempt to remove the paper jam from the front.
Turn to the front. Without opening the top cover, check the output
tray for jammed paper. If you see jammed paper, gently pull it out.
Be careful when you remove paper from the front of the printer. Pulling too hard on
jammed paper can damage the print mechanism. Open the top cover.
Gently remove any paper you see. Make sure you get all the small pieces that might tear
off. Check the rollers and wheels for any remaining pieces of paper. You must remove
all scraps of paper to prevent future paper jams.
Small pieces of paper can easily stick in places that are difficult to see. Use a flashlight
to thoroughly search left and right inside the printer. Searching the carriage path with
a flashlight is an important step in preventing future jams. Don't worry if the carriage
is in the way on the right or left side. We'll show you how to check that area later in this
video. When you've removed the paper, close the
top cover. Turn to the back again.
Plug the power cord back in. Turn to the front.
Press the Power button to turn the printer back on.
Finally, load paper into the input tray until it stops. Slide the paper width guide inward
until it stops at the edge of the paper. Do not push the guide in so tightly that it starts
to bend the paper. Try printing a Printer Status Report to see
if the issue is resolved. On the printers control panel, press the Setup
button. Use the up or down arrow button to navigate
to Tools and then press the OK button. Again use the up or down arrow button to navigate
to Printer Status Report and press the OK button once more.
If the Printer Status Report prints successfully, the issue is resolved. You can reconnect the
USB cable and resume printing as normal. If the Printer Status Report does not print,
go on to the next step. Use the following steps to make sure the carriage
can move freely. The printer must still be on for these steps
to work. Lift the top cover so that you can view the
carriage. The carriage might try to move into the center
of the printer. If so, allow it to move into that position.
Turn to the back. While the printer is still on, disconnect
the power cord from the printer. Then disconnect the other end of the power
cord from its power source. Turn to the front.
Check for obstructions under and around the carriage that could prevent it from moving.
Make sure the carriage can move freely by gently pushing it to the left and then to
the right and then back to the left. This helps find any obstructions that might block
the movement of the carriage. If you find any obstructions while moving the carriage,
remove them. While the carriage is on the left side, use
a flashlight to check the far right of the inside of the printer for obstructions. Remove
any paper or debris you may find. Searching inside the printer with a flashlight is an
important step in preventing future jams. Once all obstructions are removed and the
carriage can move the full width of the carriage path, close the top cover.
Turn to the back of the printer. Reconnect the power cord into its power source.
Then reconnect the other end of the power cord into the printer.
Turn to the front. If the printer does not automatically turn
on, press the Power button on the control panel to turn on the printer.
Try to print a Printer Status Report again to see if the issue is resolved.
On the printers control panel, press the Setup button.
Use the up or down arrow button to navigate to Tools and then press the OK button.
Again use the up or down arrow button to navigate to Printer Status Report and press the OK
button once more. If the Printer Status Report prints successfully,
the issue is resolved. You can reconnect the USB cable and resume printing as normal. If
the Printer Status Report does not print, go on to the next step.
Printer rollers get dirty from dust, paper fiber, and other debris. In this step, we'll
clean the rollers. Before you begin, gather the following cleaning
materials. Clean, lint-free cloths, and clean water. Distilled or bottled water is preferable
but not required. Do not use alcohol or other chemical cleaners.
Remove the paper from the input tray. Press the Power button to turn off the printer.
Turn to the back. Unplug the power cord.
Push in the two buttons on each side of the duplexer to remove it from the printer.
Clean the rollers visible in the printer with a clean, lint-free cloth lightly moistened
with water. The cloth should be damp, but not soaking wet. Wipe each roller starting on the right side
of the roller and wiping to the left. Use your finger to turn the roller up as you finish
cleaning a section of the roller. Make sure you remove any buildup or debris from the
entire surface of the rollers. Next we will clean the rollers in the duplexer.
Squeeze the latch on the back of the duplexer and lower its cover.
Clean the surface of the rollers in the duplexer the same way you cleaned the rollers inside
the printer. Allow the rollers of the duplexer to dry for
10 to 15 minutes. Close the cover.
Reinsert the duplexer back into the printer. Reconnect the power cord.
Turn to the front. Press the Power button to turn on the printer.
Load paper into the input tray until it stops. Slide the paper width guide inward until it
stops at the edge of the paper. Do not push the guide in so tightly that it starts to
bend the paper. Try to print a Printer Status Report again
to see if the issue is resolved. On the printer control panel, press the Setup
button. Use the up or down arrow button to navigate
to Tools and then press the OK button. Again use the up or down arrow button to navigate
to Printer Status Report and press the OK button once more.
If the Printer Status Report prints successfully, the issue is resolved. You can reconnect the
USB cable and resume printing as normal. If the Printer Status Report does not print,
go on to the next step. Sometimes the issue can be resolved by resetting
the printer. The printer must still be on for these steps
to work. Turn to the back of the printer.
While the printer is still on, disconnect the power cord from the printer.
Then disconnect the other end of the power cord from its power source.
Wait 15 seconds. It is important to wait the full 15 seconds to allow the print mechanism
to reset. Reconnect the power cord into its power source.
Then reconnect the other end of the power cord into the printer.
Move back to the front. If the printer does not turn on by itself,
press the Power button to turn it on. Try to print a Printer Status Report again
to see if the issue is resolved. On the printer control panel, press the Setup
button. Use the up or down arrow button to navigate
to Tools and then press the OK button. Again use the up or down arrow button to navigate
to Printer Status Report and press the OK button once more.
If the Printer Status Report prints successfully, the issue is resolved. You can reconnect the
USB cable and resume printing as normal. If the printer Status Report does not print,
go on to the next step. If you've tried everything described in
this video and you still have a problem, your printer likely needs some type of service.
Contact HP to find out what the support options are for your printer. Your options for service
may vary depending on how long you've owned it and what country you live in.