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HP OfficeJet 3830, DeskJet 3830 Printers - Paper Jam Error

This document is for HP OfficeJet 3830, 3831, 3832, 3833, 3834, 3835, and DeskJet Ink Advantage 3835, 3836, 3838 All-In-One printers.
During a print job, the printer stops feeding pages, and a Paper Jam or Document Feeder Jam error message displays on the printer control panel. This indicates that paper might be jammed inside the printer.
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.

Step 1: Look for jammed paper

Paper jams can occur in multiple areas of the printer. If you cannot find the paper jam in one area, continue to the next area until the jam is located.
If you have checked and removed any jammed paper from each printer area and the error persists, continue to the next step.

Step 2: Make sure the ink cartridge carriage moves freely

To make sure there are no foreign objects or paper in the printer, move the carriage across the width of the printer.
  1. Turn on the printer.
  2. Open the exterior door.
    Image: Open the exterior door
  3. The carriage moves to the center of the printer. Wait until the carriage is idle and silent before you continue.
  4. Open the ink cartridge access door.
    Figure : Open the ink cartridge access door
    Image: Opening the ink cartridge access door
  5. With the printer turned on, disconnect the power cord from the rear of the printer.
  6. Unplug the power cord from the power source or electrical outlet.
      warning:
    You must unplug the power cord to move the carriage by hand and reset the paper feed mechanism without the risk of electrical shock.
  7. Use a flashlight to check for any paper or objects that might be restricting the carriage, and then remove any paper or objects that you find.
      caution:
    If the paper tears when you remove it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams can occur.
  8. Reach inside the printer through the ink cartridge access door, and then manually move the carriage.
    • If the carriage is stuck on the right side of the printer, move the carriage to the left side of the printer.
    • If the carriage is stuck on the left side of the printer, move the carriage to the right side of the printer.
    • If the carriage is stuck in the middle of the printer, move the carriage to the right side of the printer.
  9. Remove any loose paper or obstructions you find.
  10. Make sure the carriage can move freely across the width of the printer. Firmly push the carriage to the left side of the printer, and then to the right side.
  11. Close the ink cartridge access door.
    Image: Close the ink cartridge access door
  12. Close the exterior door.
    Image: Close the exterior door
  13. Pull out the output tray, and then the tray extender.
    Image: Pull out the output tray and tray extender
  14. Reconnect the power cord 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 3: Use an automated tool to clean ink smears

Cleaning ink smears can help clear paper jams and optimize print quality.
  1. Turn on the printer.
  2. Load paper into the input tray.
  3. On the printer control panel, swipe the display to the left, and then touch Setup.
  4. Touch Tools.
  5. Touch Clean Page Smears and then touch OK.
    The printer feeds one page slowly. The printer might make some noise for approximately one minute. Wait until the page is out of the printer before you remove it.
  6. Try to print. If the error persists, continue to the next step.

Step 4: Manually clean the paper rollers inside the ink cartridge access area

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues.
  1. Turn off the printer, and then disconnect the power cord.
      warning:
    Disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
  2. Disconnect the USB cable, if it is not already disconnected.
  3. Raise the input tray.
    Image: Raising the input tray
  4. Lift and hold the input tray shield.
    note:
    Do not remove the input tray shield. The input tray shield prevents foreign debris from falling into the paper path and causing paper jams.
  5. Look down through the open input tray and find the gray paper pick rollers. You might need a flashlight to illuminate the area.
    Photo: paper pick rollers
  6. Dampen a long cotton swab with bottled or distilled water, and then squeeze any excess water from the cloth.
  7. Press the swab against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove dust or dirt buildup.
  8. Lower the input tray shield.
  9. Allow the rollers to dry for 10 or 15 minutes.
  10. Reconnect the power cord to the rear of the printer, and then turn on the printer.
  11. Reconnect the USB cable to the printer if necessary.
Try to print. If the error persists, continue to the next step.

Step 5: Manually clean the paper rollers inside the ADF

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues.
  1. Lift the top cover of the ADF. This provides easy access to the rollers and separator pad.
    Image: Lift the ADF cover
  2. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  3. Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
      Image: Clean the rollers and separator pad.
    1. Rollers
    2. Separator pad
  4. Lift the tab on the left edge of the ADF to raise the ADF mechanism.
    Image: Lift the ADF mechanism.
  5. Clean the rollers in the ADF mechanism.
  6. Allow the rollers to dry completely (approximately 10 minutes).
  7. Close the ADF.
Try to print. If the error persists, continue to the next step.

Step 6: Reset the printer

Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Reset the printer, which might clear a false paper jam error, and then try to print again.
  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 7: 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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