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HP Color LaserJet Pro M255 Printers - 'Load Paper' Displays, Printer Does Not Pick Paper

This document is for HP Color LaserJet Pro M255dw and M255nw printers.

A Load Paper error message displays on the printer control panel, and the printer does not pick up or feed paper. The printer might make noises as though it is printing, but no paper moves through it.

Step 1: Check the paper, and then reload it

Paper feed issues might result from using ripped, dusty, curled, wrinkled, or bent paper. The quality of the paper can also make a difference. Use these guidelines to help avoid the issue.

Use only good quality paper that meets printer specifications.
Store all paper in a dry, cool place. Paper feed issues occur more often in humid environments.
Do not print on paper that is already printed. The dampness of the ink can cause the paper to stick together.
Wait for the printer to complete a job or for an Out of paper or Load Paper message to display before you reload the paper.

Make sure the paper you are using is in good condition, it is stacked neatly in the tray, and the paper path and tray are free from obstructions.

Pull Tray 2 out of the printer.
Remove any paper from Tray 2, and then make sure the paper is in good condition. Remove any severely bent, wrinkled, or torn paper from the stack.
Holding the paper stack in both hands, flex the stack to form a U shape, and then flex the stack in the opposite direction.

This action can loosen stuck paper sheets.
Check for any obstructions inside the priority input feed slot (Tray 1) and Tray 2.
Priority feed slot (Tray 1)

Main input tray (Tray 2)
Slide the paper width and paper length guides to their outermost positions.
Load the stack of paper with the print-side facing up into Tray 2.
If you want to load legal-size paper, pull out the front and rear of the tray to extend it.
Slide in the paper width and paper length guides until they stop at the edges of the paper. Do not push the guides so far in that they bend the paper.
Make sure the stack of paper is not taller than the paper fill guide.
Insert Tray 2 into the printer.

note:
If you extended the paper input tray for legal-sized paper, the tray does not sit flush with the printer body when inserted. This is normal.
The printer control panel displays the paper size loaded.
- If the paper size loaded does not match what is displayed, touch Modify or press OK, select your paper size and type, and then touch or press OK.
- If the paper size is correct, touch or press OK.

Try to print again. If the error persists, continue to the next step.

Step 2: Print a cleaning page to clean the paper feed and pick rollers

Dust, paper fiber, and other debris might accumulate on the paper feed and pick rollers and cause paper jams and paper feed issues. Printing a cleaning page can clean the main paper feed and pick rollers without having to clean them manually. Clean the rollers inside the printer, and then try to print a test page.

Printing a cleaning page on a 2-line display

Print a cleaning page from a control panel with a 2-line display.

On the control panel, press OK.
Press the arrow buttons to select Service, and then press OK.
Press the arrow buttons to select Cleaning Page.
Load plain letter or A4 paper in Tray 1 when the printer prompts you, and then press OK to begin the cleaning process.
Wait until the process is complete, and then recycle the page that prints.

Try to print again. If the problem persists, continue to the next step.

Printing a cleaning page on a touchscreen display (M255dw only)

Print a cleaning page from a control panel with a touchscreen display.

Load plain US letter or A4 paper in Tray 1.
From the home screen of the control panel, swipe the display to the left, and then touch Setup .
Swipe down, if necessary, touch Service, and then touch Cleaning Page.
Wait until the process is complete, and then recycle the page that prints.

Try to print again. If the problem persists, continue to the next step.

Step 3: Reset the printer

Sometimes an error persists even though there is no paper feed issue.

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.

Try to print again. If the problem persists, continue to the next step.

Step 4: Clean the paper feed rollers

Remove Tray 1 and Tray 2, set the printer onto its left side, and then clean the paper feed rollers underneath the printer.

Turn off the printer.
Disconnect the power cable, and then disconnect the USB and Ethernet cables (if necessary).
Pull out Tray 2, and then set it to the side.
Push down on Tray 1, and then pull out the tray.
While holding the scanner lid closed, carefully set the printer on its left side. You might need a second person to help.
Lightly dampen a lint-free cloth with distilled water, and then squeeze any excess liquid from the cloth.
Press the cloth against the Tray 2 rollers inside the printer, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
Repeat the cleaning steps for the Tray 1 rollers.
Allow the rollers to dry completely (approximately 10 minutes).
Carefully set the printer upright, insert Tray 1, and then insert Tray 2.
Reconnect the power cord and any other necessary cables to the rear of the printer, and then turn on the printer.

Try to print. If the error persists, continue to the next step.

Step 5: 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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