This video explains how to fix your HP printer when it stops printing and a Paper Jam error
message displays on the printer's control panel
or on your computer.
First, turn the printer off and on again. This will sometimes fix the issue.
Press the Power button to turn the printer off.
Once the printer is off, wait 60 seconds. It is important to wait the full 60 seconds
to allow the print mechanism to reset.
Then, press the Power button to turn the printer back on.
Wait for the printer to turn on and stop making noise.
Align a stack of plain white paper by tapping it on a flat surface.
Then, lift the output tray.
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.
Lower the output tray.
Try printing a page directly from the printer's control panel to see if the issue is resolved.
On the printer's control panel, touch the Right Arrow button.
Touch the Setup button. The Setup Menu displays.
Touch the Down Arrow and then touch Reports.
Touch Printer Status Report.
If the page prints successfully, the issue is resolved. You can resume printing as normal.
If the page does not print, go on to the next step.
In this step, we will clear any jams from inside the printer and the paper tray.
Do not remove jammed paper at this time.
Lift the output tray.
Begin by removing any loose paper from the input tray.
Lower the output tray.
Press the Power button to turn on the printer.
Turn to the back of the printer.
If present, remove the USB cable from the printer.
With the printer still on, unplug the power cord.
Remove the duplexer. To do this, push in the tabs on both sides of the duplexer and then
pull it straight out from the printer.
Check the back of the printer 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 back of the
printer to find all small scraps of paper. If any torn pieces of paper remain inside
the printer, more paper jams are likely to occur.
Now check inside the duplexer for any jams.
Press the two tabs on both sides of the top of the duplexer to open it.
Remove any jammed paper from inside the duplexer.
Once all the paper has been removed, close the duplexer until the tabs on both sides
of the duplexer snap into place.
Reattach the duplexer. To do this, gently push the duplexer into the back of the printer
until it snaps into place.
If you can't remove the paper jam from the back of the printer, you can attempt to remove
it from the front.
Return to the front of the printer.
Grasp any jammed paper in the output tray with both hands, and then pull it toward you
to remove it.
Remove the paper as carefully as possible. If any torn pieces remain inside, more paper
jams are likely to occur. You might need to use a flashlight
to check the rollers in the output tray for remaining pieces of paper.
Lift the output tray.
Grasp any jammed paper in the input tray with both hands, and then pull it toward you to
remove it.
Remove the paper as carefully as possible. If any torn pieces remain inside, more paper
jams are likely to occur.
Lower the output tray.
Now check the automatic document feeder (also known as the ADF) for any jams. Lift the ADF cover.
Carefully grasp the jammed paper with both hands to remove it from the ADF.
Remove the paper as carefully as possible. If any torn pieces remain inside, more paper
jams are likely to occur.
Lift up on the tab located on the front edge of the ADF mechanism.
Look inside the mechanism for any torn pieces of paper. If any obstructions are found, remove them.
Lower the ADF mechanism back into place.
Close the ADF cover.
Turn to the back.
Reconnect the power cord.
Return to the front.
If the printer does not automatically turn on, press the Power button to turn on the
printer.
Align a stack of plain white paper by tapping it on a flat surface.
Lift the output tray.
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.
Lower the output tray.
Try printing a page directly from the printer's control panel to see if the issue is resolved.
On the printer's control panel, touch the Right Arrow button.
Touch the Setup button. The Setup Menu displays.
Touch the Down Arrow and then touch Reports.
Touch Printer Status Report.
If the page prints successfully, the issue is resolved. You can reconnect the USB cable
and resume printing as normal. If the page does not print,
go on to the next step.
Use the following steps to check for any obstructions in the carriage path.
Press the power button to turn the printer off.
Turn to the back.
Unplug the power cord.
Return to the front.
Next, open the cartridge access door. To do this, place your finger into the slot on the
left side of the printer and then pull straight out to open
the door.
Check for obstructions under and around the carriage. Remove any obstructions that are found.
Reach into the cartridge access area and manually move the carriage to the left. If the carriage
is docked on the right side of the printer, do not
force it from its position. Check the right side of the printer for any jammed paper.
Use a flashlight to thoroughly check the right side of the printer. If any torn pieces of
paper remain inside the printer, more jams are likely to occur.
Remove any obstructions that are found.
Move the carriage back into its original docked position on the right side of the printer.
Once all obstructions are removed you can close the cartridge access door.
Turn to the back.
Reconnect the power cord into the printer.
Return to the front.
If the printer does not automatically turn on, press the Power button to turn on the printer.
Try printing a page directly from the printer's control panel to see if the issue is resolved.
On the printer's control panel, touch the Right Arrow button.
Touch the Setup button. The Setup Menu displays.
Touch the Down Arrow and then touch Reports.
Touch Printer Status Report.
If the page prints successfully, the issue is resolved. You can reconnect the USB cable
and resume printing as normal. If the page 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 cloth
Clean water
Distilled or bottled water is preferable but not required. Do not use alcohol or other
chemical cleaners.
Lift the output tray.
Remove the paper from the input tray.
Lower the output tray.
Press the Power button to turn off the printer.
Turn to the back.
Disconnect the power cord.
Remove the duplexer. To do this, push in the tabs on both sides of the duplexer and then
pull it straight out 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 that you remove any buildup or debris from the entire
surface of the rollers.
Now clean the rollers on the duplexer the same way you cleaned the rollers inside the
printer. Check the rollers to make sure they are clean and
free of debris. Note if any rollers are missing, don't roll freely, or are not springy when
you push on them. These conditions could prevent rollers
from feeding properly, and mean that the duplexer needs to be replaced.
Access the paper feed rollers by pressing the two tabs on top of the duplexer to open
it.
Clean the paper feed rollers in the duplexer the same way you cleaned the rollers inside
the printer. Check the rollers to make sure they are clean,
free of debris, and rotate freely.
Close the duplexer until the tabs on both sides of the duplexer snap into place.
Reattach the duplexer. To do this, gently push the duplexer into the back of the printer
until it snaps into place.
Reconnect the power cord.
Return to the front.
Press the Power button to turn the printer on.
Align a stack of plain white paper by tapping it on a flat surface.
Lift the output tray.
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.
Lower the output tray.
Try printing a page directly from the printer's control panel to see if the issue is resolved.
On the printer's control panel, touch the Right Arrow button.
Touch the Setup button. The Setup Menu displays.
Touch the Down Arrow and then touch Reports.
Touch Printer Status Report.
If the page prints successfully, the issue is resolved. You can reconnect the USB cable
and resume printing as normal. If the page 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.
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.
Return to the front.
If the printer does not automatically turn on, press the Power button to turn on the
printer.
Try printing a page directly from the printer's control panel to see if the issue is resolved.
On the printer's control panel, touch the Right Arrow button.
Touch the Setup button. The Setup Menu displays.
Touch the Down Arrow and then touch Reports.
Touch Printer Status Report.
If the page prints successfully, the issue is resolved. You can reconnect the USB cable
and resume printing as normal. If the page 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.