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HP Customer Support - Knowledge Base

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HP Designjet Z6200 Photo Printer Series - Troubleshooting paper jams and printhead crashes

Troubleshooting paper jams and printhead crashes

note:
If you were using HP Coated Paper when the problem occurred, see also Printhead crashes/smears on high-density prints using coated paperPrinthead crashes/smears on high-density prints using coated paper.
Paper jams and printhead crashes are grouped together because in many cases a paper jam causes the paper to lift up into the Carriage path and cause a printhead crash, which means that many paper jams are reported as printhead crashes.
Question
Answer
Did the paper jam occur when loading paper?
If paper jams have occurred previously, some pieces of paper may still be stuck in the paper path. Clear the paper path.
note:
Customers often store used rolls without protecting them from office environmental conditions; when exposed to high humidity, the paper edges tend to curl. This curling can cause paper jams when paper is loaded by feeding paper in without lifting the Media Lever. In these conditions, to avoid paper jams, the recommendation is to load paper by lifting the Media Lever and aligning the paper manually, following the instructions on the front panel.
Is the customer using non-HP paper?
The use of non-HP paper can easily be the cause of paper jams and printhead crashes—especially printhead crashes, because HP paper is specially formulated to avoid cockle, one of the primary causes of head crashes. If the paper is not HP-approved, advise the customer to use HP paper and check to see if the problem is now solved.
note:
When clearing a paper jam, sometimes paper is stuck in the paper path. To clear this, you must lift the Media Lever and insert thicker paper into the paper path to push out the paper that is still stuck there.

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