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HP Customer Support - Knowledge Base

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Information

Microsoft Support for Windows 7 ended on Jan 14, 2020
- HP recommends that you begin the process of upgrading to Windows 10 if your computer has been tested by HP. For more information, click here.

- If your computer is not compatible for upgrade to Windows 10, we can help to find the perfect computer for you. Check our Weekly deals!

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HP Printers - An 'Out of Paper' error displays, printer does not pick paper

An Out of Paper or Load Paper message displays, and the printer does not feed or pick paper.

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

Check the paper, and then reload it

Check the paper stack for defects such as wrinkled, torn, or bent pieces that might cause a pick-up issue.

Remove any paper from the paper tray.
Remove any severely bent, wrinkled, or torn paper found in the stack.
Check for obstructions inside the paper tray. Make sure nothing blocks the paper from engaging with the rollers.
Make sure the paper stack is even on all sides.
Load the stack of paper into the paper tray.
Close or push in the paper tray.
Select the correct paper size on the printer control panel or in the printer software.

Clean the paper pick rollers

Clean dirt or debris from the paper pick rollers to resolve paper feed issues.

Clean the paper pick rollers (top paper tray)

Clean the rollers inside the top paper tray.

Get a flashlight.
Turn off the printer.
Wait until the printer is idle and silent, and then disconnect the power cord from the rear of the printer.
Remove the paper stack from the input tray.
With the flashlight, look down into the input tray and find the paper pick rollers.
Lightly dampen a cotton swab with water, and then squeeze it to remove any excess water.
Clean the rollers with the swab, rotating the rollers with your fingers to completely clean them.
Allow the rollers to dry for two minutes.
Reconnect the power cord, and then turn on the printer.

Clean the paper pick rollers (under printer)

Clean the paper pick rollers on a printer where the paper tray is located on the bottom.

Turn off the printer.
Wait until the printer is idle and silent, and then disconnect the power cord and any cables from the rear of the printer.
Remove the paper stack from the input tray.
Lift the printer and place it on its side or back.
Pull out the paper tray, and then locate the gray paper pick rollers.
Lightly dampen a cotton swab with water, and then squeeze it to remove any excess water.
Clean the rollers with the swab, rotating the rollers with your fingers to completely clean them.
Allow the rollers to dry for two minutes.
Set the printer upright.
Reconnect the power cord, and then turn on the printer.

Clean the paper pick rollers (inside printer)

Clean the paper pick rollers under the cartridges or inside the paper tray area.

Get a flashlight.
Turn off the printer.
Wait until the printer is idle and silent, and then disconnect the power cord and any cables from the rear of the printer.
Remove the paper stack from the input tray.
Depending on your printer model, use the flashlight to find the paper pick roller.

Figure : Printers with the roller under the cartridges

Figure : Printers with the roller above the input tray
Lightly dampen a cotton swab with water, and then squeeze it to remove any excess water.
Clean the rollers with the swab, rotating the rollers with your fingers to completely clean them.
Allow the rollers to dry for two minutes.
Reconnect the power cord and cables, and then 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

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 3630 paper jam", "EliteBook 840 G3 bios update"