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HP Customer Support - Knowledge Base

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HP LaserJet Pro MFP M28-M31 Printers - Paper Jam Error

This document is for HP LaserJet Pro MFP M28a, M28w, M29a, M29w, M30a, M30w, and M31w printers.
During printing, the printer stops feeding pages, the Attention light blinks, and an Er/04, Er/05, or Er/06 displays on the printer control panel. One of the following messages might display on the computer screen:
  • Printer paper jam
  • Paper Jam in Tray
  • Paper Jam in Output Tray

Step 1: Look for jammed paper

Paper jams can occur in multiple areas of the printer. If you cannot find the paper jam in one area, continue to the instructions for the next area until the jam is located.

Step 2: 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.
  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.

Step 3: Try to print again

Try to print again to make sure the hardware functions correctly. If the problem persists, continue to the next step.

Step 4: Service the printer

Service or replace your HP product if the issue persists after completing all the preceding steps.
Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.
To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.

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