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This video shows 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 then 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 on.
Wait until the printer turns on and stops making noise.
Align a stack of paper by tapping it on a flat surface.
Slide out the input tray.
Load paper into the input tray until it stops. Slide the paper width guides inward until
they stop at the edge of the paper. Do not push the guides in so tightly that they start
to bend the paper.
Slide in the input 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, press the down arrow and scroll to Settings.
Press OK to enter the Settings menu.
Using the down arrow, scroll to Tools.
Press OK to enter the Tools menu.
Press OK again to print the test page.
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 make sure the printer is operating on a flat, level surface.
Make sure the surface where the printer is operating is flat, level, and hard.
If the printer is tilted because it's sitting on an uneven surface, printer errors could
occur.
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 the down arrow and scroll to Settings.
Press OK to enter the Settings menu.
Using the Down Arrow, scroll to Tools.
Press OK to enter the Tools menu.
Press OK again to print the test page.
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, you will clear any jams from inside the printer and the paper tray.
The printer must be on for these steps to work.
Slide out the input tray.
Remove any loose paper from the input tray.
If you see any jammed paper in the paper tray, remove it by pulling gently and evenly to
avoid tearing.
Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the
tray. If any torn pieces of paper remain inside the tray, more paper jams are likely to occur.
Slide in the input tray.
Turn to the back of the printer.
Without turning the printer off, remove the power cord from the printer.
If present, remove the USB cable from the printer.
Return to the front of the printer.
Open the cartridge access door. To do this, locate the two tabs on the sides of the printer.
Lift up on the tabs on the right and left sides of the printer.
Check the cartridge access area for jammed paper. If you see any jammed paper, remove
it by pulling gently and evenly to avoid tearing.
Use a flashlight to thoroughly search the area to find any 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 cleanout door for any jams.
Locate the cleanout door handle near the back of the printer.
Grasp the handle and pull the cleanout door up and out to remove it from the printer.
Check the cleanout area for jammed paper. If you see any paper, remove it by pulling
gently and evenly to avoid tearing.
Check the paper feed path for torn pieces of paper that might remain inside the printer.
Use a flashlight to thoroughly search the area to find all small scraps of paper. If
any torn pieces of paper remain inside the printer, more paper jams are likely to occur.
Locate the cutout in the duplexer cover.
Use the cutout to raise the duplexer cover. While holding the duplexer cover open with
one hand, use the other hand to remove any jammed or torn pieces of paper from the duplexer
area.
Use a flashlight to thoroughly search the area to find all small scraps of paper. If
any torn pieces of paper remain inside the printer, more paper jams are likely to occur.
Lower the duplexer cover.
Now examine the cleanout door. Check to see if the cleanout door is warped inward by placing
an object with a straight edge across the front of the cleanout door. The cleanout door
is warped if there are gaps between the straight object and the door.
If the cleanout door is warped you will need to replace it. Contact HP for a replacement
cleanout door.
If the cleanout door is not warped, reinsert it into the printer. To do this, gently push
the door into the cleanout area and push down until it snaps into place.
Close the cartridge access door.
Next, check underneath the printer for jammed paper.
Slide out the paper input tray.
Using both hands, gently rotate the printer until it rests on its side. Make sure the
scanner lid is secure while rotating.
Check underneath the printer for torn pieces of paper that might remain inside the printer.
Use a flashlight to thoroughly search the area to find all small scraps of paper. If
any torn pieces of paper remain inside the printer, more paper jams are likely to occur.
Using both hands, gently rotate the printer and return it to its original, upright position.
Make sure the scanner lid is secure while rotating.
Open the cartridge access door.
Look inside the printer to see if any loose objects have shifted while the printer was
on its side. Remove any loose objects you find.
Close the cartridge access door.
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 guides inward until
they stop at the edge of the paper. Do not push the guides in so tightly that they start
to bend the paper.
Slide in the input 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, press the down arrow and scroll to Settings.
Press OK to enter the Settings menu.
Using the down arrow, scroll to Tools.
Press OK to enter the Tools menu.
Press OK again to print the test page.
If the page prints successfully, the issue is resolved. If present, 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 be on for these steps to work.
Open the cartridge access door. The carriage might try to move into the access area. If
it does, allow it to move to that position.
Turn to the back.
While the printer is still on, disconnect the power cord from the printer.
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 to thoroughly search the area.
Remove any obstructions that are found. Check the rollers and wheels for any 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 manually move the carriage.
Move the carriage to the left side. Using a flashlight, check the right side of the
carriage path for any obstructions.
Then, move the carriage to the right side.
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 the printer.
Reconnect the other end of the power cord into its power source.
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 the down arrow and scroll to Settings.
Press OK to enter the Settings menu.
Using the down arrow, scroll to Tools.
Press OK to enter the Tools menu.
Press OK again to print the test page.
If the page prints successfully, the issue is resolved. If present, reconnect the USB
cable and resume printing as normal. If the page does not print, go on to the next step.
The paper tray might not be inserted correctly. If the paper tray is not inserted correctly,
jams are likely to occur.
Press the power button to turn the printer off.
Slide out the input tray.
Remove the paper from the input tray.
Slide in the input tray.
Turn to the back.
Disconnect the power cord from the printer.
Return to the front.
Using both hands, gently rotate the printer until it rests on its side. Make sure the
scanner lid is secure while rotating.
Locate the plastic tab near the middle on the back of the paper tray.
Check to see that the tab is seated in the plastic retainer on the printer.
If the tab is not seated in the retainer, reinsert the paper tray into the printer until
it fits securely into place. When the tab is in the retainer, use both
hands and gently rotate the printer to its original, upright position. Make sure the
scanner lid is secure while rotating.
Turn to the back.
Then, reconnect the power cord into the printer.
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.
Slide out the input tray.
Load paper into the input tray until it stops. Slide the paper width guides inward until
they stop at the edge of the paper. Do not push the guides in so tightly that they start
to bend the paper.
Slide in the input 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, press the down arrow and scroll to Settings.
Press OK to enter the Settings menu.
Using the down arrow, scroll to Tools.
Press OK to enter the Tools menu.
Press OK again to print the test page.
If the page prints successfully, the issue is resolved. If present, reconnect the USB
cable and resume printing as normal. If the page does not print, go on to the next step.
The paper tray might be warped and need to be replaced.
Slide out the paper tray and remove it from the printer. Then remove the paper from the
paper tray.
Examine the paper tray. Determine if the tray is warped on the outer edges or in the center
by placing an object with a straight edge across the rear of the tray. The paper tray
is warped if there are gaps between the straight object and the tray.
If the paper tray is warped you will need to replace it. Contact HP for a replacement
paper tray.
If the paper tray is not warped, slide it back into 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 guides inward until
they stop at the edge of the paper. Do not push the guides in so tightly that they start
to bend the paper.
Slide in the input 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, press the down arrow and scroll to Settings.
Press OK to enter the Settings menu.
Using the down arrow, scroll to Tools.
Press OK to enter the Tools menu.
Press OK again to print the test page.
If the page prints successfully, the issue is resolved. If present, reconnect the USB
cable and resume printing as normal. If the page does not print, go on to the next step.
The printer rollers get dirty from dust, paper fiber, and other debris. In this step you
will 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.
Slide out the input tray and remove the paper.
Slide in the paper input tray.
Press the Power button to turn off the printer.
Turn to the back.
Disconnect the power cord.
Return to the front.
Open the cartridge access door.
Locate the cleanout door handle near the back of the printer.
Grasp the handle and pull the cleanout door up and out to remove it from the printer and
set it aside. You will perform some additional steps on this door shortly.
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.
Wait for the rollers to dry completely.
While the cleanout door is off, 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 paper from feeding properly. This means that the cleanout door needs to
be replaced.
Once the rollers are dry, reinsert the cleanout door. To do this, gently push the door into
the cleanout area and push down until it snaps into place.
Close the cartridge access door.
Turn to the back.
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.
Slide out the input tray.
Load paper into the input tray until it stops. Slide the paper width guides inward until
they stop at the edge of the paper. Do not push the guides in so tightly that they start
to bend the paper.
Slide in the input 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, press the down arrow and scroll to Settings.
Press OK to enter the Settings menu.
Using the down arrow, scroll to Tools.
Press OK to enter the Tools menu.
Press OK again to print the test page.
If the page prints successfully, the issue is resolved. If present, 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 be on for these steps to work.
Turn to the back.
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 the down arrow and scroll to Settings.
Press OK to enter the Settings menu.
Using the down arrow, scroll to Tools.
Press OK to enter the Tools menu.
Press OK again to print the test page.
If the page prints successfully, the issue is resolved. If present, 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. Your options for service might vary depending
on how long you've owned it and what country you live in. Contact HP to find out what the
support options are for your printer.
You can find additional helpful videos at hp.com/supportvideos and on our YouTube channel,
youtube.com/hpprintersupport.