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Troubleshooting paper issues

Step by step instructions are provided to help you identify and resolve paper issues.

Paper cannot be loaded successfully

There are various reasons why you may have issues loading the paper.

Ensure that no paper is already loaded.
Ensure that the paper is far enough inside the printer, you should feel the printer grab the paper.
Do not attempt to straighten the paper during the aligning process, unless instructed to do so by the front-panel display. The printer automatically attempts to straighten the paper.
The paper may be crumpled, or warped, or may have irregular edges.

Unsuccessful roll load

There are checks to make and steps to correct any problems.

Check that the roll is at least 280 mm 11 in wide: narrower rolls are not supported.
Check the leading edge of the paper: if it is not straight or clean, it should be trimmed. Remove the initial 20 mm 1 in from the roll and try again. This may be necessary even with a new roll of paper.
Check that the roll ends are tight against the spindle ends.
Check that the spindle is correctly inserted.
Check that the output tray is closed. The roll will not load when it is open.
Check that the paper is correctly loaded on the spindle, and that it loads over the roll towards you.
Check that all roll end plugs have been removed.
Check that the paper is wound tightly on the roll.
Do not touch the roll or paper at during the alignment process.

If the paper has not been inserted straight, follow the instructions on the front panel.

If you would like to start the load process again, cancel the process on the front panel and rewind the roll from the end of the spindle until the edge is removed from the printer.

Note:

If the roll has become loose around the core, the printer cannot load the paper.

Unsuccessful sheet load

There are checks to make and steps to correct any problems.

Check that the sheet is more than 329 mm 12.95 in wide (A3+). If it is that width or less, load it from the multi-sheet tray.
Guide the sheet, especially thick papers, when the printer initially feeds the sheet.
Ensure that the sheet is aligned with the reference line on the roll cover.
Do not attempt to straighten the sheet during the loading process, unless instructed to by the front-panel display.
Do not use hand-cut sheets, which may be of irregular shapes. Use only purchased sheets.

In case of any problem, follow the instructions given on the front-panel display.

If you would like to start the load process again, cancel the process on the front panel; the printer ejects the sheet from the front of the printer.

Unsuccessful load from the multi-sheet tray

There are checks to make and steps to correct any problems.

Check that you have not loaded too many sheets into the tray. The maximum number of sheets depends on the paper thickness: around 50 sheets of plain, standard paper.
Check that the sheets are correctly loaded into the tray.
Check that the sheets are correctly adjusted and centered in the tray.
Check that you have extended the input and output trays correctly: the first extension for A4, the second for A3 paper.

If the paper is hanging over the back of the input tray as shown, it may fail to load.

Note:

Try to avoid leaving sheets of paper loaded in the printer for a significant length of time, because they will deform.

Paper loading error messages

There is a list of front-panel messages related to paper loading, with the suggested corrective action.

Error Messages
Front-panel message	Suggested action
Paper loaded with too much skew	During the paper load process the printer detected that the paper had too much skew. Tap OK to unload the roll automatically, then restart the process.
Paper not detected	During the paper load process the printer did not detect any paper. Ensure the paper is inserted fully and is not transparent.
Paper too far from lateral edge	Reload the cut sheet, aligning the right edge against the black stop on the spindle.
Paper load failed. Paper width is smaller than the minimum size supported by the selected paper source.	Cut sheets smaller than ISO A3 must be loaded using the multi-sheet tray.
Sheet too big	During the load process the printer has detected that the sheet of paper is either too wide or too long to be loaded correctly. Tap to stop the load process. See Functional specifications.
Sheet too small	During the load process the printer detected that the sheet of paper is too narrow or too short to be loaded in the printer. Tap to stop the load process. See Functional specifications.

Roll is loose on the spindle

The roll may need to be replaced or reloaded.

Paper type is not in the driver

To work with a paper not in the driver, you can use your paper as one of the presets already in the driver, however, you must identify whether your paper is transparent or translucent, photo or bond, coated or technical.

Note:

For glossy paper, it is important to select a glossy paper type, as the printer adjusts its use of ink for glossy paper.

Transparent or translucent film

You may use clear of matte film.

If your paper is a transparent film (for example, a transparency), select paper type Film > Transparent/Clear film.

If your paper is a translucent paper or film (for example, technical paper), select paper type Film > Matte film.

Photo paper

There are different types of photo paper finishes that you can apply.

If your paper is a photo paper, use the Photo Paper category. For glossy or high-gloss paper select paper type Photo Gloss Paper. For Semi-gloss, Satin, Pearl, or Luster finishes, select paper type Photo Semi-gloss/Satin Paper.

To increase gamut on photo paper, select paper type HP Universal Gloss Photo Paper or HP Universal Satin Photo Paper, depending on the finish.

Bond and coated or technical paper

Your paper type selection for generic paper depends on the paper’s ink absorption capacity.

For natural tracing papers, select paper type Natural Tracing Paper < 65 g/m2 or Natural Tracing Paper > 65 g/m2, depending on the weight of the paper.
For thin papers (< 90 g/m²) or uncoated papers (for example plain paper or bright white paper), select paper type Bond and Coated Paper > Plain Paper. You can also select Recycled Bond Paper.
For light coated papers (< 110 g/m²), select paper type Bond and Coated Paper > HP Coated Paper.
For heavyweight coated papers (< 200 g/m²), select paper type Bond and Coated Paper > Heavyweight Coated Paper.

Black ink is easily removed when touched

This happens when your paper is incompatible with matte black ink.

To use an optimized ink combination, select paper type Photo Paper > Photo Gloss Paper.

After printing, the paper has wrinkles or there is too much ink

This happens when too much ink is used.

To use less ink, select a thinner category. Matte paper categories from thinnest to thickest are:

Plain Paper
Coated Paper
Heavyweight Coated Paper

For other print-quality problems, see Troubleshooting print-quality issues.

Roll has jammed

When a paper jam occurs, you normally see a message about it in the front-panel display.

Open the roll cover.
Open the main door.
Rewind the roll to create a loop. Cut the paper, if needed.
Carefully remove any of the jammed paper that you can from the top of the printer.
Carefully remove any of the jammed paper from the front window.
Reload the roll, or load a new sheet; see Paper handling.

Note:

If you find that there is still some paper causing an obstruction within the printer, restart the procedure and carefully remove all pieces of paper. You may need to remove the multi-sheet tray (see Multi-sheet tray has jammed).

Prevent a jam

Depending on substrate type, roll condition, environmental conditions, image content, print mode etc. a jam may be prevented by opening the main door halfway.

Multi-sheet tray has jammed

Paper can jam in the multi-sheet tray for a variety of reasons and there are steps to follow to correct an issue.

Proceed as follows:

Remove as much paper as you can from the multi-sheet tray.
Push down the multi-sheet tray extensions, which will make the tray easier to handle.
Unlock the tray, using the rotary switch behind it.
Pull out the tray.
Remove all paper from the tray.
Put the tray in again.
Lock the tray.

A strip stays on the output tray and generates jams

If a small piece of paper has been cut, such as before printing a new roll, or after the front panel option Form feed and cut has been used, the cut strip may remain in the output tray. Only when the printer is not printing, reach into the tray and remove the strip.

Reach into the tray and remove the strip

Paper is cut when the print has been completed

By default the printer cuts the paper after the drying time has been completed. You can disable the cutter.

See Change the drying time. You can disable the cutter, see Turn the automatic cutter on and off.

Cutter does not cut well

By default, the printer is set to cut the paper automatically after the drying time has been completed.

If the cutter is turned on but not cutting correctly, check that the cutter rail is clean and clear of any obstacles, and check that there are no pieces of paper in the cutter groove.

Printer printed on the wrong paper type

This happens when the printer prints your job before you were able to load your desired paper.

You may have Use printer settings selected for the Paper Type in the printer driver.

When Use printer settings is selected the printer will print immediately on whichever paper is loaded. Load your desired paper, see Paper handling, and select your paper type specifically in the driver.

In the Windows driver dialog: Select your paper type from the Paper Type list.
In the Mac OS X Print dialog: Select the Paper/Quality panel, then from the Paper Type list, select your paper type.

Note:

Use printer settings is the driver default.

Paper mismatch

If the paper currently loaded in the printer is not suitable for a particular job, the printer stops and waits for you to decide what to do. There are several ways in which the loaded paper may be considered unsuitable.

The paper type is not as specified for the job.
The paper source (roll, multi-sheet tray, or manual feed) is not as specified for the job.
The paper size is smaller than specified for the job.

If you do not specify these things for a particular job, the printer will print on whatever paper is loaded.

If the printer stops for a paper mismatch, you can decide among the following alternatives:

Load the correct paper and resume printing.
Print the job on the already-loaded paper. The print may be clipped if the paper is not large enough.
Cancel the job.

Printer displays out of paper when paper is available

If the roll has become loose from its core, it will not feed correctly and the printer will not load the paper. If possible, tighten the paper to its core or load a new roll.

Prints do not fall neatly into the bin

There are steps you can follow if there is an issue with the bin.

Ensure the bin is correctly installed.
Ensure the bin is open.
Ensure the bin is not full.
Paper often tends to curl near the end of a roll, which can cause output problems. Load a new roll, or remove prints manually as they are completed.

Sheet stays in the printer when the print has been completed

The printer holds the paper to allow the print to dry after printing.

See Change the drying time. If the paper is only partially ejected after the drying time, gently pull the sheet out of the printer. If the automatic cutter is disabled, use the Form feed and cut option in the front panel, see Form feed and form feed and cut.

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