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HP Customer Support - Knowledge Base

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HP Smart Tank Printers - 'Paper Jam' error

During a print job, your HP Smart Tank 790 or 7600 series printer stops feeding pages, and a Paper Jam error message displays on the control panel.

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

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.

Possible jam locations

Callout	Description
1	Input tray area
2	Inside the printer
3	Rear of the printer
4	Document feeder

Clear jammed paper from the input tray area

Remove any jammed paper that is accessible from the input tray area.

Remove the input tray.
Remove the output tray.
Reach inside the gap where the trays were, and then pull the duplexer plate.
Remove any jammed paper.
Reinsert the duplexer plate.
Reinsert the output tray.
Reinsert the input tray.
Touch OK on the control panel to resume the print job.

Clear jammed paper from inside the printer

Lift the ink access door, and then remove any jammed paper that is accessible from the printhead access area.

Lift the ink access door.
Remove any jammed paper.
Close the ink access door.
Touch OK on the control panel to resume the print job.

Clear jammed paper from the rear of the printer

Open the rear door of the printer, and then remove any jammed paper.

Open the rear door of the printer.
Remove any jammed paper.
Close the rear door.
Touch OK on the control panel to resume the print job.

Clear jammed paper from the automatic document feeder

Lift the document feeder cover, and then clear any jammed paper from the automatic document feeder (ADF).

Lift the document feeder cover.
Remove any jammed paper.
Close the document feeder cover.
Touch OK on the control panel to resume the print job.

Clean the paper rollers in the input tray

Dust, paper fiber, and other debris might accumulate on the pickup roller and cause paper feed issues. Clean the paper rollers in the input tray.

Gather the following items:

A lint-free cloth or swab
Distilled, filtered, or bottled water (tap water might damage the printer)

Turn off the printer.
Unplug the power cord and disconnect the USB cable.
Pull out the input tray.
Pull out the output tray.

Look inside the gap where the trays were, and find the gray paper pick rollers.

Callout	Description
1	Paper pick rollers

Dampen a long cotton swab with distilled water, and then squeeze out any excess water.
Press the swab against the rollers, and then rotate them away from you with your fingers. Apply a moderate amount of pressure to remove dust or dirt buildup.
Reinsert the output tray.
Reinsert the input tray.
Allow the rollers to dry for 10 to 15 minutes.
Plug the power cord and connect the USB cable.
Turn on the printer.

Reset the printer

Reset the printer to recover from printer errors or failures.

With the printer turned on, disconnect the power cord from the printer.
Unplug the power cord from the power source.
Wait 60 seconds.
Reconnect the power cord to a wall outlet and to the printer.

Note:
HP recommends plugging the printer directly into a wall outlet.
Turn on the printer to complete the reset.

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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Examples: "Deskjet Ink Advantage K109 paper jam", "ProBook 4540s bios update"