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NOTE: Paper jams can be real or false. The product might report a paper jam even when there
is no jammed paper. The following steps apply to both real and false paper jams.
If you are looking for information on preventing a paper jam from recurring, you can skip to the
prevention and cause sections in this document.
How to use the solutions in this document
To resolve the issue, try each solution in this document, and then use the steps in this section
to print a Printer Status Report. This step determines if the product hardware functions
correctly. When you have resolved the issue, and the product successfully prints a Printer
Status Report, there is no need to continue troubleshooting.
How to print a Printer Status Report
1. Load plain white paper in the input tray.
2. On the control panel Home Screen, touch the right arrow ( ) to view more options.
3. Touch Setup .
4. Touch Tools .
IMPORTANT : Try to print a Printer Status Report after you try each solution, even if the
solution resolves the issue. Refer to the steps in this table as necessary.
Solution one: Turn the All-in-One off and on again
1. Press the Power button ( ) to turn off the product. If the product does not turn off,
continue to the next solution.
2. Wait 60 seconds.
3. Press the Power button ( ) to turn on the product.
NOTE: The product might go through a warm-up period which might last up to two minutes. The
product lights might flash and the carriage might move. Wait until the warm-up period
completes before you continue.
• If these steps resolved the issue , and the Printer Status Report prints , there is
no need to continue troubleshooting.
• If the issue persists , continue with the next solution.
• If the Printer Status Report does not print , continue with the next solution.
4. Disconnect the USB cable or Ethernet cable from the rear of the product, if equipped.
5. Remove the two-sided printing accessory (duplexer) from the rear of the product.
Press the buttons on the sides of the two-sided printing accessory (duplexer), and
then pull the duplexer out of the product.
6. Gently remove any jammed paper or bits of torn paper from the rollers inside the
product. Use both hands to pull any whole sheets of paper to avoid tearing them.
7. Open the duplexer rear access door. Use two fingers to squeeze the door release
tabs, and then gently pull the door away from the duplexer.
Figure 5: Squeeze the door release tabs to open the rear access door
8. Gently remove any jammed paper or bits of torn paper from the rollers inside the
duplexer.
9. Gently push the duplexer door back into the duplexer until it snaps firmly into place.
10. Gently push the duplexer back into the product until it snaps firmly into place.
Step three: Open the top cover and clear the jam
If the paper jam cannot be removed from the rear of the product, remove the paper jam
through the cartridge access door on the top of the product.
CAUTION: Remove the paper jam carefully because it is possible to damage the product when
removing paper from inside the product.
• If these steps resolved the issue , and the Printer Status Report prints , there is
no need to continue troubleshooting. Reconnect the USB and Ethernet cables, and
then try the print job again.
• If the issue persists , continue with the next solution.
• If the Printer Status Report does not print , continue with the next solution.
• A clean lint-free cloth or any cloth that does not come apart or leave fibers
• Distilled, filtered, or bottled water (tap water might damage the product)
4. Remove the two-sided printing accessory (duplexer) from the rear of the product.
Press the buttons on the sides of the two-sided printing accessory (duplexer), and
then pull the duplexer out of the product.
Figure 10: Press the buttons on the sides of the duplexer to remove
5. Dip the lint-free cloth into the purified or distilled water, and then squeeze the excess
water from it.
6. Thoroughly clean the rubber rollers inside the product. Rotate the rollers upward by
hand to clean the entire surface of each roller. Apply a moderate amount of pressure
to remove any dust or dirt buildup.
3. Open the duplexer rear access door. Use two fingers to squeeze the door release
tabs, and then gently pull the door away from the duplexer.
Figure 13: Squeeze the door release tabs to open the rear access door
4. Thoroughly clean the rollers inside and on the duplexer door. Rotate the rollers
upward by hand for access to clean the entire surface of each roller. Apply a
moderate amount of pressure to remove any dust or dirt buildup.
• If these steps resolved the issue , and the Printer Status Report prints , there is
no need to continue troubleshooting. Reconnect the USB and Ethernet cables, and
then try the print job again.
• If the issue persists , continue with the next solution.
• If the Printer Status Report does not print , continue with the next solution.
1. Press the Power button ( ) to turn on the product, if it is not already on.
2. With the product powered on, unplug the power cord from the rear of the product.
3. Unplug the power cord from the power source or electrical outlet
4. Wait at least 15 seconds.
5. Plug the power cord back in to the power source or electrical outlet.
6. Reconnect the power cord to the rear of the product.
7. If the product does not turn on automatically, press the Power button ( ) to turn on
the product.
• If these steps resolved the issue , and the Printer Status Report prints , there is
no need to continue troubleshooting. Reconnect the USB and Ethernet cables, and
then try the print job again.
• If the issue persists , continue with the next solution.
• If the Printer Status Report does not print , continue with the next solution.
• Before loading paper in the tray, hold the stack of paper, and then tap the bottom
edge on a flat surface so that the stack is even on all sides.
• Make sure that the length and width adjusters on the tray are correctly positioned,
and then push the stack of paper forward until it stops in the tray.
CAUTION: Do not force the paper to move too far forward in the tray.
• Do not overload the tray with paper.
• Only add paper to the tray when the product is not printing.
• Make sure the HP product supports the paper type. See the documentation that came
with the HP product for more information.
• Do not print on paper with paper clips or staples attached.
• Do not use paper that is bent, torn, dusty, damp, wrinkled, curled, or paper that does
not lie flat.
• Use only one type of paper at a time. Do not mix different types, weights, or sizes of
paper.
• Do not use paper that is too thin, too thick, or too glossy for the product.
Causes
The following factors can cause paper jams: