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HP Customer Support - Knowledge Base

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HP LaserJet Tank 1020, 1500, 2500 printers - 'Paper jam' error

When you try to print, a Paper Jam in Tray or Paper Jam in Fuser message displays in the printer software or HP Smart app, and one of the following errors displays on the printer control panel.

A Paper Jam error message displays on the computer or mobile device.
The Paper icon and Attention light blink.

CAUTION:

Do not use sharp objects, such as tweezers or needle-nose pliers, to remove jammed objects.
When removing jammed paper, use both hands to pull the paper straight out from the printer.

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

Jam locations

Jams can occur at the following locations in the product.

Jam locations
Location	Description
1	Output bin
2	Rear area
3	Input tray
4	Printer base

Note:

Jams can occur in more than one location.

Clear jams from the output areas

Remove any jammed paper that is accessible from the output bin.

When a jam occurs, the Paper light blinks.

Turn off the printer.
Open the rear door and the transfer door, keep the doors remain open to clear the jam easily.

Note:
If you see the jammed paper in rear area, do not pull the jammed paper from the rear door.
Remove any visible jammed paper from the output tray area. Hold both the ends of the paper, pull gently towards you to avoid tearing the paper.

CAUTION:

Do not use sharp objects, such as tweezers or needle-nose pliers, to remove jams. Damage caused by sharp objects is not covered by the warranty.

Check other areas for jams

Look in other areas where jams can occur and remove any jammed paper or foreign objects found.

Clear jams from the rear of the printer

Remove any jammed paper that is accessible from the rear of the printer.

Turn off the printer.
Open rear door and the transfer door.
If you can see the jammed paper, carefully grasp the jammed paper, and then slowly pull it out of the printer.

CAUTION:
Do not touch the toner drum as it may cause print quality issues in future printing jobs.
If the paper is jammed in both transfer area and printer base, then hold the side edge of the paper and remove paper jam from the bottom first and then from the transfer roller.
Close the transfer door and rear door.

Clear jams in the printer base

Remove any jammed paper that is accessible from the printer base.

Turn off the printer.
Open rear door and the transfer door.
Flip the printer on its side.
Release and hold on to the blue latch, and then remove the panel.
Remove the jammed media.
Hold onto the blue latch, align, and insert the panel. Release the blue latch to lock the panel in the place.
Flip the printer back to the original, upright position.

Clean the pickup rollers

Dust, paper fiber, and other debris might accumulate on the pickup roller and cause paper feed issues. Clean the pickup rollers inside the printer.

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, and then unplug the power cord from the rear of the printer.
Remove the stack of paper from the input tray.
Tilt the printer onto its side.
Release and hold on to the blue latch, and then remove the access panel.
Lightly dampen the swab or cloth with the water, and then squeeze any excess liquid from the swab.
Clean the pickup rollers using the swab, applying a moderate amount of pressure.
Allow the pickup rollers to dry completely (approximately 10 minutes).
Hold onto the blue latch, align, and insert the access panel. Release the blue latch to lock the panel in the place.
Tilt the printer back to its original, upright position.
Reload the stack of paper into the input tray.
Plug the power cord back into the printer, 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.

Prevent paper feed issues from happening again

Follow these tips to help prevent paper jams, misfeeds, and no feeds.

Only use paper that is compatible with your printer. Do not use paper that is too thick or too thin.
When adding paper to the input tray, adjust the paper guides so they rest against the edge of the paper stack.
Whenever you change the paper size or type in the tray, be sure to change the paper setting on the print menu of the software application you are printing from.
Avoid using the printer in dusty or dirty environments.

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: "LaserJet P1007 paper jam", "HP 280 G2 Microtower bios update"