hp-support-head-portlet

Actions
Loading...

Welcome to HP Customer Support

hp-contact-secondary-navigation-portlet

Actions
Loading...

hp-share-print-widget-portlet

Actions
Loading...
  • Information
    Important Print Security Update

    HP was recently made aware of a vulnerability in certain inkjet printers by a third-party researcher. HP has updates available for download to address the vulnerability. Details and more information are available in the Security Bulletin

hp-concentra-wrapper-portlet

Actions
Loading...

HP DeskJet, ENVY 5000 Printers - Paper Jam Error

This document is for HP DeskJet Ink Advantage 5075, 5076, 5078, 5085, 5088 and ENVY 5020, 5030, 5032, 5034, 5052 and 5055 All-in-One printers.
During a print job, the printer stops feeding pages and a Paper Jam error displays on the printer control panel. This indicates that paper might be jammed inside the printer.
  note:
Paper jams can be real or false. The printer might report a paper jam even when there is no jammed paper. The following steps apply to both real and false paper jams.
Step 1: Clear jammed paper from the printer
Paper jams can occur in multiple areas of the printer. If you cannot find the paper jam in one area, continue to the next area until the jam is located.
You need a flashlight to complete some of these steps.
Figure : Flashlight
Flashlight
If you have checked and removed any jammed paper from each printer area and the error persists, continue to the next step.
Step 2: Make sure the carriage moves freely
To make sure there are no foreign objects or paper in the printer, move the carriage across the width of the printer.
  1. Turn on the printer, if it is not already on.
  2. Gently grasp the handles on either side of the printer, and then raise the ink cartridge access door until it locks into place.
    The carriage moves slightly to the left.
    Figure : Opening the ink cartridge access door
    Opening the ink cartridge access door.
  3. Wait until the carriage is idle and silent before you continue.
  4. With the printer turned on, disconnect the power cord from the rear of the printer.
      warning:
    You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
  5. Use a flashlight to check for any paper or objects that might be restricting the carriage, and then remove any paper or objects that you find.
      caution:
    If the paper tears when you remove it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams can occur.
  6. Reach inside the printer through the ink cartridge access door, and then manually move the carriage.
    • If the carriage is stuck on the right side of the printer, move the carriage to the left side of the printer.
    • If the carriage is stuck on the left side of the printer, move the carriage to the right side of the printer.
    • If the carriage is stuck in the middle of the printer, move the carriage to the right side of the printer.
  7. Remove any loose paper or obstructions you find.
  8. Make sure the carriage can move freely across the width of the printer. Firmly push the carriage to the left side of the printer, and then push it to the right side.
  9. Close the ink cartridge access door.
    Figure : Closing the ink cartridge access door
    Closing the ink cartridge access door.
  10. Pull out the output tray, and then lift the output tray extender.
    Figure : Pulling out the output tray and lifting the output tray extender
    Pulling out the output tray and lifting the output tray extender
  11. Reconnect the power cord to the rear of the printer, and then turn on the printer.
Try to print. If the error persists, continue to the next step.
Step 3: Use an automated tool to clean ink smears
Cleaning ink smears can help clear paper jams and optimize print quality.
  1. Load the printer with plain white paper.
  2. On the printer control panel, swipe left on the display, and then touch Setup .
  3. Touch Tools.
  4. Swipe up on the display, and then touch Clean Page Smears.
    The printer slowly feeds a blank page.
  5. Wait for the printer to eject the blank page.
Try to print. If the error persists, continue to the next step.
Step 4: Clean the paper feed rollers
Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues.
Try to print. If the error persists, continue to the next step.
Step 5: Reset the printer
Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Reset the printer, which might clear a false paper jam error, and then try to print again.
  1. Turn the printer on, if it is not already on.
  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. Turn on the printer, if it does not automatically turn on.
  9. Wait until the printer is idle and silent before you proceed.
Try to print. If the error persists, continue to the next step.
Service or replace your HP product if you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.

hp-feedback-input-portlet

Actions
Loading...

hp-online-communities-portlet

Actions
Loading...

Ask the community!


Support Forum

Support Forum

Join the conversation! Find Solutions, ask questions, and share advice with other HP product owners. Visit now


hp-feedback-banner-portlet

Actions
Loading...

hp-country-locator-portlet

Actions
Loading...
Country/Region: Flag Australia

hp-detect-load-my-device-portlet

Actions
Loading...