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An 'Out of Paper' or 'Pick Motor Stalled' Message Displays for the HP Officejet Pro 8600 e-All-in-One Printer Series (N911)

This document is for HP Officejet Pro 8600, 8600 Plus, 8600 Premium, 8610, 8615, 8620, 8625, 8630 e-All-in-One printers.
The printer does not pick up or feed paper from the tray, and an 'Out of Paper' or 'Pick Motor Stalled' message displays on the control panel.
The following video demonstrates what to do if the printer does not pick up or feed paper.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
Solution one: Reset the printer
Follow these steps to reset the printer, and then print a self-test report.
Step one: Reset the printer
Follow these steps to reset the printer.
  1. If the printer is turned off, press the Power button to turn on the printer.
  2. Wait until the printer is idle and silent before you continue.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Unplug the power cord from the wall outlet.
  5. Wait at least 60 seconds.
  6. Plug the power cord back into the wall outlet.
     note:
    HP recommends connecting the printer power cord directly to the wall outlet.
  7. Reconnect the power cord to the rear of the printer.
  8. If the printer does not turn on by itself, press the Power button to turn it on.
     note:
    The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
  9. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
  • If these steps resolved the error message, continue with the next step.
  • If the error message persists, skip to the next solution.
Step two: Print a Printer Status Report
Print a test page to make sure that the printer hardware functions properly.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.
  2. On the control panel, touch the Right Arrow ().
  3. Touch Setup ().
  4. Touch the Down Arrow () to scroll to Reports.
  5. Touch Reports, and then touch Printer Status Report. The Printer Status Report prints.
  • If the test page prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
  • If the test page prints, but the original document does not, continue to the next solution.
  • If the test page does not print or if the issue persists, continue with the next solution.
Solution two: Update the printer firmware
Follow these steps to update the printer firmware and to print a test page.
 note:
The HP printer must connect to a wired (Ethernet) or wireless network with an active Internet connection to receive updates.
Step one: Update the printer firmware
Select a method, and then follow the steps to update the printer firmware.
Step two: Print a Printer Status Report
Print a test page to make sure that the printer hardware functions properly.
  • If the test page prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
  • If the test page prints, but the original document does not, continue to the next solution.
  • If the test page does not print or if the issue persists, continue with the next solution.
Solution three: Check the condition of the paper, and then reload it
Paper feed issues might result from dusty, torn, wrinkled, wet, or folded paper in the tray. The quality of the paper can also make a difference. Use only good quality paper that meets the printer specifications. Follow these steps to check the condition of the paper.
Solution four: Clean the paper rollers
Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper feed issues. Follow these steps to clean the rollers inside the printer and in the duplexer.
Step one: Clean the pick roller
Follow these steps to clean the pick roller.
  1. Gather the following cleaning materials:
    • A clean, lint-free cloth, or any cloth that will not come apart or leave fibers
    • Distilled, filtered, or bottled water (tap water might damage the product)
  2. Press the Power button to turn off the printer.
  3. Disconnect the power cord from the rear of the printer.
  4. Unplug the power cord from the electrical outlet.
  5. Disconnect any other cables attached to the printer.
  6. Place your fingers in the slot on the front of Tray 1.
    Figure : Slot on the front of Tray 1
    Image: The slot on the front of Tray 1.
  7. Remove the tray from the printer by pulling it toward you.
  8. Lift the printer from the right side, and then place the printer on its left side.
  9. Turn the printer so you see its underside, and then locate the pick roller.
    Figure : Locate the pick roller
    Image: Locate the pick roller.
  10. Roll the pick roller to the right so that the rubber part faces you. This might require some force.
     note:
    The pick roller should only rotate to the right.
    Figure : The pick roller in its normal position
    Image: The pick roller in its normal position at the bottom of the product
    Figure : The rubber part of the pick roller
    Image: The rubber part of the pick roller.
  11. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  12. Press the cloth against the rubber part of the roller, and then rotate the roller to the right with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
  13. Rotate the roller back to its original position.
    Figure : The pick roller in its original position
    Image: The pick roller in its original position.
  14. Use a flashlight to thoroughly check for torn pieces of paper or debris that might remain inside the printer. If any torn pieces of paper or debris remain inside the printer, more paper feed problems are likely to occur.
    Figure : Use a flashlight
    Image: Use a flashlight
  15. Turn the printer back around so that the control panel faces you.
  16. Place the printer its normal position.
  17. Reinstall Tray 1.
    Figure : Reinstall Tray 1
    Image: Reinstall Tray 1
  18. If you use Tray 2, lift the printer, and then place it on Tray 2.
    Figure : Place the product on Tray 2
    Image: Placing the product on top of Tray 2
Step two: Check the rollers in the duplexer
Follow these steps to check the rollers in the duplexer.
  1. Push in the buttons on both sides of the duplexer, and then pull out to remove the duplexer.
     note:
    Your printer might look slightly different than the one pictured, but the steps are the same.
      Figure : Remove the duplexer
      Image: Remove the duplexer.
    1. Press the buttons on the sides of the duplexer
    2. Pull the duplexer out of the printer
  2. Use a flashlight to thoroughly check for jammed or torn pieces of paper that might remain inside the printer. If any jammed or torn pieces of paper remain inside the printer, more paper feed problems are likely to occur.
    Figure : Use a flashlight
    Image: Use a flashlight
  3. If you do not see jammed paper in the rear access area, press the tabs at the ends of the duplexer, and then lower the cover.
    Figure : Tabs at ends of duplexer
    Image: The tabs on the ends of the duplexer
  4. Check the rollers in the duplexer to make sure that they are clean, free of paper bits, and rotate freely.
    Figure : The rollers in the duplexer
    Image: Rollers in the duplexer
  5. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  6. Press the cloth against the roller, and then rotate the roller with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup. Repeat this step for each roller.
  7. Allow the rollers in the duplexer to dry for 10 or 15 minutes.
  8. Close the duplexer cover, and then reinsert the duplexer into the rear access area of the printer.
    Figure : Insert the duplexer
    Image: Insert the duplexer.
  9. Push the duplexer in until it clicks into place.
    Figure : Make sure that the duplexer snaps into place
    Image: Make sure that the duplexer snaps into place.
  10. Reconnect the power cord to the rear of the printer.
  11. Press the Power button to turn on the printer.
  • If these steps resolved the error message, continue with the next step.
  • If the error message persists, skip to the next solution.
Step three: Print a Printer Status Report
Print a test page to make sure that the printer hardware functions properly.
  • If the test page prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
  • If the test page prints, but the original document does not, continue to the next solution.
  • If the test page does not print or if the issue persists, continue with the next solution.
Solution five: Adjust the paper settings in the print driver
The printer might not pick up paper if the paper size and type in the paper tray does not match the size and type settings in the print driver. Follow these steps to adjust the paper settings to match the paper loaded in the printer.
  1. Return to the document that you were trying to print when the issue occurred.
  2. Click File, and then click Print. The Print dialog box opens.
  3. Select your printer, and then click Properties. The Print Properties dialog box opens.
  4. Click the Features tab.
  5. From the Paper type drop-down list, select the paper type that is loaded in the printer.
  6. From the Size drop-down list, select the paper size that is loaded in the printer.
  7. Click OK on the Print Properties dialog box, and then click OK on the Print dialog box to print the document.
    • If these steps resolved the issue, and the document prints, there is no need to continue troubleshooting.
    • If the document prints on plain white paper, but not a special paper type, there is no need to continue troubleshooting. The issue is probably related to the paper that you are trying to print on, or is possibly related to a connectivity problem. Review the Tips for preventing paper feed issues section at the beginning of this document to check for other possibilities.
    • If the document does not print, continue with the next solution.
Contacting HP for service in all countries/regions except Asia Pacific.
If you have completed all the preceding steps and your product still has an issue, service the product.
Go to HP’s Warranty Check Tool to determine if your product is in warranty, and then Contact HP to find authorized service dealers or schedule a repair. If your product is out of warranty, repair fees might apply.

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