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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.
In this step, we will clear any jams from inside the printer and the paper tray.
Begin by removing any loose paper from the input tray
. Press the Power button to turn off the printer.
In some cases it might not turn off.
Whether or not the printer turns off, in the next step you'll need to unplug the printer.
Turn to the back of the printer.
If present, remove the USB cable from the printer.
Unplug the power cord.
Remove the rear access door. To do this, press in the tab on the left side of the door and
pull the door away 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.
Reattach the rear access door. To do this, insert the two pegs on the rear access door
into the adjoining openings on the back of the printer. Then push the door towards
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.
Grasp any jammed paper in the paper 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.
After you have removed the paper, lift the automatic document feeder (also known as 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.
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 paper by tapping it on a flat surface.
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 page directly from the printer's control panel to see if the issue is resolved.
On the printer's control panel, press and hold the Cancel button.
While continuing to hold the Cancel button, press the OK button.
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 make sure the carriage can move freely.
The printer must still be on for these steps to work.
Open the cartridge access door so that you can view the carriage. The carriage might
try to move into the access area of the printer. If it does, allow it to move
to that position.
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.
Return to the front.
Look inside the printer and check for obstructions around the carriage that could prevent it
from moving. Use a flashlight for proper viewing.
Remove any obstructions that are found. Check the rollers and wheels for torn pieces of
paper that might remain inside the printer. If pieces of paper remain inside
the printer, more jams are likely to occur.
Reach into the cartridge access area, and then manually move the carriage.
Ensure the carriage moves freely from all the way to the left to all the way to the
right.
Once all obstructions are removed and the carriage can move the full width of the carriage
path, close the cartridge access door.
Turn to the back.
Reconnect the power cord into its power source.
Then, reconnect the other end of the power cord into the printer.
Return to the front.
Press the Power button to turn the printer on.
Try printing a page directly from the printer's control panel to see if the issue is resolved.
On the printer's control panel, press and hold the Cancel button.
While continuing to hold the Cancel button, press the OK button.
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.
Remove the paper from the input tray.
Press the Power button to turn off the printer.
Turn to the back.
Disconnect the power cord.
Remove the rear access door. To do this, press in the tab on the left side of the door and
pull the door away 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.
While the rear access door is off of the printer, check the hard, plastic rollers. 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 rear access door needs to be replaced.
Reattach the rear access door. To do this, insert the two pegs on the rear access door
into the adjoining openings on the back of the printer. Then push the door towards
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 paper by tapping it on a flat surface.
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 page directly from the printer's control panel to see if the issue is resolved.
On the printer's control panel, press and hold the Cancel button.
While continuing to hold the Cancel button, press the OK button.
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, press and hold the Cancel button.
While continuing to hold the cancel button, press the OK button.
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.