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An 'Original Jam: Clear jam, and then press OK to continue' Message Displays for HP Officejet 7500A (E910a and E910c) Wide Format e-All-in-One Printers

Issue

When using the automatic document feeder (ADF) to copy, scan, or fax, the error message 'Original Jam: Clear jam, and then press OK to continue' displays on the product control panel.

Video of clearing a paper jam from the automatic document feeder

This video demonstrates how to clear a paper jam from the rear and front of the product and the automatic document feeder. Scan forward to the last half of the video to see how to clear a paper jam from the ADF.

Solution one: Clear the paper jam

Follow these steps in the order presented to clear a paper jam from the ADF.

Step one: Remove any loose paper

Remove any loose paper from the ADF document feeder and output trays.
  caution:
Do not remove jammed paper at this stage.
Figure : Remove loose paper
Illustration of removing loose paper from document feeder tray

Step two: Remove the jammed paper

Follow these steps in the order presented to check the ADF mechanism for a paper jam.
  1. Open the document lid.
    Figure : Open the document lid
    Illustration of opening the document lid
  2. Lift the top cover of the ADF.
    Figure : Lift the ADF cover
    Illustration of lifting the top cover of the ADF
  3. Lift the ADF mechanism.
    Figure : Lift the ADF mechanism
    Illustration of lifting the ADF mechanism
  4. Gently pull any jammed paper out of the ADF mechanism.
      caution:
    If the paper tears while you remove it, check the rollers and wheels for any torn pieces of paper that might remain inside the ADF. If any torn pieces of paper remain inside the product, more paper jams are likely to occur.
  5. Lower the ADF mechanism.
  6. Close the document lid.
  7. Close the ADF cover.
  8. Reload the original document print side up in the document feeder tray.
  9. Adjust the paper width guides so that they rest against the stack of paper. Do not push the guides in so tightly that they bind against the paper.
    Figure : Adjust the paper width guides
    Illustration of adjusting the paper width guides
  10. Touch OK on the product control panel to try the task again.
  11. If the product does not continue the task, try the task again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution two: Reset the product

Follow these steps to reset the product.

Step one: Perform a power reset

  1. Press the Power button () to turn on the product.
  2. With the product turned on, disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button () to turn it on.

Step two: Make a copy using the ADF

  1. Lift the output tray.
    Figure : Lift the output tray
    Illustration of lifting the output tray
  2. Load unused, plain white paper in the input tray, and then adjust the paper width guide inward.
      caution:
    Do not push the guide in so tightly that it binds against the paper.
      Figure : Load paper into the input tray
      Illustration of loading paper into the input tray
    1. Load paper
    2. Adjust the paper width guides
  3. Load one sheet from the original document print side up in the ADF document feeder.
  4. Touch the Copy icon (), and then Black or Color. The product prints a copy of the page.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution three: Service the product

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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