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HP OfficeJet Pro 9010, 9020 Printers - Paper Jam Error

This document is for HP OfficeJet Pro 9010, 9012, 9013, 9014, 9015, 9015e, 9016, 9018, 9018e, 9019, 9020, 9020e, 9022, 9023, 9025, 9025e, 9026, 9028, OfficeJet 9012, 9012e, and Premier All-in-One printers.
During a print job, the printer stops feeding pages and a Paper Jam error message displays on the printer control panel. This indicates 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 inside the printer

Remove any loose or jammed paper from inside the printer.
  1. Turn on the printer.
  2. Open the front door, and then lift the ink cartridge access door.
      Opening the front door and the ink cartridge access door
    1. Front door
    2. Ink cartridge access door
  3. Wait until the carriage stops moving before you continue.
  4. With the printer turned on, disconnect the power cord from the rear of the printer.
      warning:
    To avoid risk of injuries or electric shock, you must disconnect the power cord before reaching inside the printer
  5. Move the print carriage to the far left and far right, and remove any jammed or torn pieces of paper.
    Moving print carriage left and removing paper
  6. Remove the paper path cover.
    Removing the cover
  7. Use both hands to remove any jammed paper from inside the printer.
    Removing the jammed paper from printer
  8. Align the sides of the paper path cover to the guides inside the printer, and then slide it into the printer.
    Aligning and sliding the paper path cover into printer
  9. Make sure the paper path cover sits fully in place. It should be fully seated without either edge closer to the side than the other.
    Good
    Bad
    Example of properly seated paper path cover
    Example of improperly seated paper path cover
  10. Close the ink cartridge access door, and then close the front door.
    Closing the cartridge access door and the front door
  11. Reconnect the power cord, and turn on the printer.
  12. Try to print. If the error persists, check for jammed paper in another area of the printer.

Step 2: Clear jammed paper from other areas of 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.
note:
Avoid using thicker paper. No more than 105 g/m2 (28 lb bond) for plain paper or 200 g/m2 (110 lb index) for cards.
If you have checked and removed any jammed paper from each printer area and the error persists, continue to the next step.

Step 3: Remove debris from inside the paper path

When small bits of paper become lodged inside the paper path, paper jams are more likely to occur. To remove debris from the paper path and output rollers, run thicker paper through the printer.
  1. Remove all paper from the input tray, and load one full-size page of photo paper (letter or A4).
  2. Print a blank page, or make a blank copy.
  3. After the paper ejects, pull out the input tray.
  4. Lift the front of the printer, and then remove any torn paper or debris from inside the tray and rollers.
    Example to show if paper debris stuck beneath starwheel area
  5. Replace the tray, load normal paper, and print again.
    If a paper jam occurs, 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. Clean the rollers inside the printer, and then try to print again.

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. With the printer turned on, disconnect the power cord from the printer.
  2. Unplug the power cord from the power source.
  3. Wait 60 seconds.
  4. Reconnect the power cord to a wall outlet and to the printer.
    note:
    HP recommends plugging the printer directly into a wall outlet.
Try to print. If the error persists, continue to the next step.

Step 6: 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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