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HP Neverstop Laser 1000 Printers - Printer Does Not Pick Paper

This document is for HP Neverstop Laser 1000a, 1000w, 1000n, 1001nw, and 1020n printers.
During a print job, the printer does not pick up paper from the input tray. One of the following error messages might also display.
  • The Attention light and Paper light blink.
  • An Out of Paper message displays in the printer software or HP Smart app.

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. Follow 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.
  • Wait for the printer to complete a job or the Attention light and Paper light to blink before you reload the paper.
Remove the paper from the input tray, check and flex the paper, and then reinsert it.
  1. Remove the input tray cover.
    Removing the input tray cover
  2. Remove the stack of paper or envelopes from the input tray.
      caution:
    If there is any jammed paper, pull it straight away from the printer with both hands. Pulling jammed paper at an angle can damage the printer.
    Removing paper from the input tray
  3. Remove any severely bent, wrinkled, or torn paper from the stack.
  4. Holding the paper stack in both hands, flex the stack in multiple directions to loosen stuck paper sheets.
    Flexing the paper stack
  5. Reinsert the stack of paper into the input tray.
    note:
    Do not insert more than 150 sheets of paper at one time.
    Inserting the paper stack in the input tray
  6. Slide the paper guides in until they touch the edges of the paper.
    Sliding in the paper guides
  7. Replace the input tray cover.
  8. Lift the output tray extension, and then try to print.
    Lifting the output tray extension
If the issue persists, continue to the next step.

Step 2: Check the paper size and type settings

Change the input tray settings from the program you are trying to print from.

Step 3: Check and clean inside the printer

Dust, paper fiber, and other debris might accumulate on the pickup roller and cause paper feed issues. Clean the pickup roller inside the printer, and then try to print again.
  1. Turn off the printer, unplug the power cord from the back of the printer, and then wait for the printer to cool.
      warning:
    You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
  2. Remove the input tray cover.
    Removing the input tray cover
  3. Remove any paper from the input tray.
  4. Remove any paper from the output tray.
  5. Open the top cover.
  6. Using the handle, pull the imaging drum up and out to remove it, and then set it aside.
      caution:
    To prevent damage, do not expose the imaging drum to light or touch the green roller. Cover it with a piece of paper.
    Removing the imaging drum.
  7. Check for jammed paper and debris, and then remove it.
      caution:
    Carefully pull jammed paper straight away from the printer with both hands. Pulling jammed paper at an angle can damage the printer.
    Removing jammed paper from the imaging drum area
  8. Lightly dampen a lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  9. Clean the pickup roller, applying a moderate amount of pressure.
    Showing the location of the pickup roller inside the printer
  10. Allow the pickup roller to dry completely (approximately 10 minutes).
  11. Hold the imaging drum by the handle, align it with the tracks, and then insert it into the printer.
    Inserting the imaging drum
  12. Close the top cover.
  13. Plug the power cord into the rear of the printer, and then turn on the printer.
  14. Lift the output tray extension, and then try to print.
    Lifting the output tray extension
If the issue persists, continue to the next step.

Step 4: Reset the printer

Sometimes an error persists even though there is no paper feed issue. Reset the printer, and then try to print.
  1. With the printer turned on, disconnect the power cord from the printer.
  2. Unplug the power cord from the power source.
  3. Wait 60 seconds.
  4. 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. 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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