hp-support-head-portlet

Actions
Loading...

Welcome to HP Customer Support

hp-contact-secondary-navigation-portlet

Actions
Loading...

hp-share-print-widget-portlet

Actions
Loading...
  • Information
    Information regarding recent vulnerabilities

    HP is aware of the recent class of vulnerabilities referred to as “speculative execution side-channel attacks”. HP has released a security bulletin for systems with Intel x86 processor, and will continue to provide more information on other processors (ARM, AMD) as it becomes available. 

hp-concentra-wrapper-portlet

Actions
Loading...

A 'Paper Jam' Error Displays on the HP ENVY 120 e-All-in-One Printer Series

Issue
The printer does not print or stops feeding pages when printing. A 'Paper Jam' message displays on the printer control panel.
  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.
Important: You must follow these solutions in the order presented to resolve the issue.
When one of the solutions resolves the issue, you can stop troubleshooting.
Solution one: Restart the All-in-One
Follow these steps to restart the printer.
Step one: Restart the All-in-One
  1. Press the Power button () to turn off the printer.
  2. Wait at least 15 seconds.
  3. Press the Power button () to turn on the printer.
Step two: Print a Printer Status Report
Print a test page to make sure that the hardware functions correctly.
  1. Load plain white U.S. letter or A4 size paper in the paper tray, if it is not already loaded.
  2. On the printer control panel, touch the Settings icon ().
  3. Touch Tools, and then touch Printer Status Report. The printer prints the report.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.
Solution two: Clear any jammed paper from duplexer and cartridge access areas
Follow these steps to clear a paper jam.
Step one: Remove any loose paper from the paper tray
  1. On the printer control panel, press the Paper Tray icon (). The paper tray slides part way out of the printer.
  2. Gently pull the paper tray out of the printer.
  3. Carefully remove any loose paper from the paper tray.
      caution:
    Do not remove any jammed paper from the inside the printer during this step.
Follow these steps to remove any jammed paper from the duplexer area.
  1. If the printer is not turned off, press the Power button () to turn it off.
  2. Open the scanner lid.
  3. Open the cartridge access door. The carriage should move into the cartridge access area. Wait until the carriage stops moving before continuing.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  4. With the printer turned off, disconnect the power cord from the rear of the printer.
      warning:
    You must disconnect the power cord before reaching inside the printer to avoid the risk of injuries or electric shock.
  5. Squeeze the two tabs on the paper path cover, and then lift the cover to remove it.
    Figure : Remove the paper path cover
    Image: Remove the paper path cover.
  6. Use the v-shaped notch in the duplexer cover to raise the cover.
    Figure : Duplexer cover
    Image: Duplexer cover.
  7. Gently remove any paper from the duplexer, and then lower the duplexer cover.
      note:
    If the paper tears when you remove it, check for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams might occur.
  8. Reattach the paper path cover. Squeeze the two tabs on the paper path cover, and then insert the cover at a downward angle into the printer. Release the tabs, and then make sure that the cover is securely in place.
  9. Continue to the next step.
Follow these steps to remove any jammed paper from the cartridge access area.
  1. Gently remove any jammed paper and bits of torn paper from the cartridge access area. To avoid tearing any whole sheets of paper, pull the paper with both hands.
      note:
    Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more jams are likely to occur.
    Figure : Remove any jammed paper from the cartridge access area
    Image: Remove any jammed paper from the cartridge access area.
  2. Move the carriage to the far left side of the cartridge access area, and then remove any jammed paper on the far right side of the printer.
  3. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door.
  4. Gently slide the paper tray into the printer.
  5. Close the scanner lid.
  6. Reconnect the power cord to the rear of the printer.
  7. Press the Power button ( ) to turn on the printer.
Step four: Print a Printer Status Report
Print a test page to make sure that the hardware functions correctly.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.
Solution three: Clear any jammed paper from the front of the printer
Follow these steps to clear any jammed paper from the front of the printer.
Follow these steps to clear any jammed paper from the input tray and output tray areas.
  1. On the printer control panel, press the Paper Tray icon (). The paper tray slides part way out of the printer.
  2. Gently pull the paper tray out of the printer.
  3. Press the Power button () to turn off the printer.
  4. Disconnect the power cord from the rear of the printer, if it is not already disconnected.
      warning:
    You must disconnect the power cord before reaching inside the printer to avoid the risk of injuries or electric shock.
  5. Disconnect the USB cable from the rear of the printer, if one is connected.
  6. Gently remove any jammed and torn bits of paper from the input tray area and the output tray area.
      note:
    Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more jams are likely to occur.
  7. Gently slide the paper tray all the way into the printer.
  8. Reconnect the power cord to the rear of the printer.
  9. Press the Power button ( ) to turn on the printer
Step two: Print a Printer Status Report
Print a test page to make sure that the hardware functions correctly.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.
Solution four: Make sure that the carriage moves freely
Follow these steps to make sure that the carriage moves freely across the width of the printer.
Follow these steps to make sure that the carriage moves freely.
  1. If the printer is not turned on, press the Power button () to turn it on.
  2. Open the scanner lid.
  3. Open the cartridge access door. The carriage should move into the cartridge access area. Wait until the carriage stops moving.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  4. With the printer turned on, disconnect the power cord from the rear of the printer.
  5. Unplug the power cord from the power source or electrical outlet.
      warning:
    You must disconnect the power cord before reaching inside the printer to avoid the risk of injuries or electric shock.
  6. Disconnect the USB cable from the rear of the printer, if one is connected.
  7. Check for and remove any paper or objects that might be restricting the carriage.
      note:
    If the paper tears when you remove it, check for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams might occur.
  8. Follow these steps to manually move the carriage:
      caution:
    Do not use excessive force to move the carriage.
    • If the carriage is stuck on the right side, move the carriage to the left side of the printer.
    • If the carriage is stuck on the left side, move the carriage to the right side of the printer.
    • If the carriage is stuck in the middle, move the carriage to the right.
  9. Make sure that the carriage moves freely across the width of the printer by gently pushing the carriage to the left, and then to the right.
  10. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door.
  11. Close the scanner lid.
  12. Reconnect the power cord to the rear of the printer.
  13. Plug the power cord into the power source or electrical outlet.
  14. Press the Power button ( ) to turn on the printer
Step two: Print a Printer Status Report
Print a test page to make sure that the hardware functions correctly.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.
Solution five: Clean the rollers
Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues. Follow these steps to clean the paper feed rollers.
Follow these steps to clean the rollers.
  1. Gather the following materials:
    • A clean, lint-free cloth, or any cloth that does not come apart or leave fibers
    • Distilled, filtered, or bottled water (tap water might damage the printer)
  2. Press the Power button () to turn off the printer.
  3. Disconnect the power cord from the rear of the printer.
      warning:
    You must disconnect the power cord before reaching inside the printer to avoid the risk of injuries or electric shock.
  4. Disconnect the USB cable from the rear of the printer, if one is connected.
  5. Open the scanner lid.
  6. Open the cartridge access door.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  7. Squeeze the two latches on the paper path cover, and then lift the cover to remove it.
    Figure : Remove the paper path cover
    Image: Remove the paper path cover.
  8. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  9. Press the swab against the rollers inside the printer, and then rotate the rollers upwards with your fingers. Apply moderate pressure to remove any dust or dirt buildup.
    Figure : The rollers
    Image: The rollers.
  10. Allow the rollers to dry for 10 or 15 minutes.
  11. Close the duplexer cover.
  12. Check the small rollers in the paper path cover. Make sure that the rollers are not missing, that they turn easily, and that they are springy when you press them. If the rollers are damaged, replace the cover.
    Figure : The rollers in the paper path cover
    Image: The paper path cover with rollers identified.
  13. Reattach the paper path cover. Squeeze the two tabs on the paper path cover, and then insert the cover at a downward angle into the printer. Release the tabs, and then make sure that the cover is securely in place.
  14. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door.
  15. Close the scanner lid.
  16. Reconnect the power cord to the rear of the printer.
  17. If the printer does not turn on automatically, press the Power button () to turn it on.
Step two: Print a Printer Status Report
Print a test page to make sure that the hardware functions correctly.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.
Solution six: Reset the All-in-One
Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Follow these steps to reset the printer to clear a false paper jam error.
  1. Press the Power button () to turn on the product.
  2. With the product turned on, disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button () to turn it on.
Step two: Print a Printer Status Report
Print a test page to make sure that the hardware functions correctly.
  • If these steps resolved the issue, and the test page prints, you can stop troubleshooting.
  • If the test page prints successfully, but you continue to experience an issue with your printer, then the issue is not related to the hardware.
  • If the printer does not print a test page, there is an issue with the printer hardware. Continue to the next solution.
Service or replace your HP product if you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.

hp-feedback-input-portlet

Actions
Loading...

hp-online-communities-portlet

Actions
Loading...

Ask the community!


Support Forum

Support Forum

Join the conversation! Find Solutions, ask questions, and share advice with other HP product owners. Visit now


hp-feedback-banner-portlet

Actions
Loading...

hp-country-locator-portlet

Actions
Loading...
Country/Region: Flag United Kingdom

hp-detect-load-my-device-portlet

Actions
Loading...