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HP ENVY 120 e-All-in-One Printer Series - 'Out of Paper' Error Message Displays and the Printer Does Not Pick Up or Feed Paper

Issue
The printer does not pick up or feed the paper from the tray. The printer might make noises as though it is printing, but no paper moves through it.
Important: You must follow these solutions in the order presented to resolve the issue.
Solution one: Reset the All-in-One
Sometimes, resetting the printer can clear a paper feed issue. Follow these steps to reset the printer.
Step one: Reset the All-in-One
Follow these steps to reset the printer.
  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: Print a Printer Status Report
Print a test page to make sure that the hardware functions correctly.
  1. Load plain white U.S. letter or A4 size paper in the paper tray, if it is not already loaded.
  2. On the printer control panel, touch the Settings icon ().
  3. Touch Tools, and then touch Printer Status Report. The printer prints the report.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.
Solution two: Check the condition of the paper, and then reload it
Paper feed issues might result from dusty, torn, wrinkled, wet, or folded paper in the tray. The quality of the paper can also make a difference. Use only good quality paper that meets printer specifications. Follow these steps to check the condition of the paper.
Step one: Check the condition of the paper
Follow these steps to check the condition of the paper.
  1. Remove the stack of paper from the tray.
  2. Check for obstructions inside the tray. Use a flashlight to view the mechanism inside the tray to make sure that nothing blocks the paper from engaging with the rollers. Even small pieces of paper can cause paper feed issues.
      note:
    If you find obstructions in the paper path, skip to the section on cleaning the rollers.
  3. Examine the condition of the paper, and then replace any ripped, dusty, curled, wrinkled, or bent paper.
  4. Make sure that all the paper in the stack is the same size and type. Never load mixed types of paper in the tray. The product can only process one type of paper at a time.
  5. Tap the stack of paper on a flat surface to align the edges.
  6. Make sure that the stack of paper contains no fewer than 10 sheets and no more than 25 sheets of paper.
      note:
    You need to use 10 to 25 sheets of paper only for purposes of these troubleshooting steps. When the issue is resolved, you can resume loading paper according to the paper tray capacity specifications for your product.
  1. Press the Power button () to turn on the printer, if it is not already on.
  2. On the printer control panel, press the Paper Tray icon (). The paper tray slides part way out of the printer.
  3. Gently pull the paper tray out of the printer.
  4. Slide out the paper guides.
  5. Remove any paper from the paper tray.
  6. Load a stack of A4 or letter size paper into the paper tray with the short edge forward and the print side down.
      note:
    Loading more than one type of paper in the paper tray can cause paper jams.
  7. Push the stack forward until it stops at the end of the tray.
    Figure : Push the paper forward in the paper tray
    Image:  Push the paper forward in the paper tray.
  8. Slide in the paper guides against the edges of the paper.
  9. If the control panel is idle, touch it to wake it up.
  10. Gently slide the paper tray into the printer until the printer pulls in the tray automatically.
Step three: Print a Printer Status Report
Print a test page to make sure that the hardware functions correctly.
If these steps do not resolve the issue, try loading different brands of paper and different types of paper, one type at a time. Then try printing the test page again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution three: Clean the paper feed rollers inside the printer
Dust or paper residue on the paper feed rollers inside the printer can cause paper feed issues. Follow these steps to clean the rollers.
Follow these steps to clean the rollers.
  1. Gather the following materials:
    • A clean, lint-free cloth, or any cloth that does not come apart or leave fibers
    • Distilled, filtered, or bottled water (tap water might damage the printer)
  2. Press the Power button () to turn off the printer.
  3. Disconnect the power cord from the rear of the printer.
      warning:
    You must disconnect the power cord before reaching inside the printer to avoid the risk of injuries or electric shock.
  4. Disconnect the USB cable from the rear of the printer, if one is connected.
  5. Open the scanner lid.
  6. Open the cartridge access door.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  7. Squeeze the two latches on the paper path cover, and then lift the cover to remove it.
    Figure : Remove the paper path cover
    Image: Remove the paper path cover.
  8. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  9. Press the cloth against the rollers inside the printer, and then rotate the rollers upwards with your fingers. Apply moderate pressure to remove any dust or dirt buildup.
    Figure : The rollers
    Image: The rollers.
  10. Allow the rollers to dry for 10 or 15 minutes.
  11. Check the small rollers in the paper path cover. Make sure that the rollers are not missing, that they turn easily, and that they are springy when you press them. If the rollers are damaged, replace the paper path cover with a new one.
    Figure : The rollers in the paper path cover
    Image: The paper path cover with rollers identified.
  12. Reattach the paper path cover. Squeeze the two tabs on the paper path cover, and then insert the cover at a downward angle into the printer. Release the tabs, and then make sure that the cover is securely in place.
  13. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door.
  14. Close the scanner lid.
  15. Reconnect the power cord and the USB cable to the rear of the printer.
  16. If the printer does not turn on automatically, press the Power button () to turn it on.
Step two: Print a test page
Print a test page to make sure that the hardware functions correctly.
  • If the test page prints, try printing the original document again. If these steps resolved the issue, you can stop troubleshooting.
  • If the test page prints, but the original document does not print, continue to the next solution in this document.
  • If the test page does not print, repeat the previous steps to clean the rollers again. If the issue continues after repeated cleaning, continue to the next solution in this document.
Solution four: Adjust the paper settings
The printer might not pick up paper if the paper size and type in the paper tray do not match the current size and type settings.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution five: Service the All-in-One
If the printer printed a test page with plain white paper, the printer is functional and does not need to be replaced. Other issues, such as connectivity, print driver settings, special paper, photo paper facing shiny side up, or slick or damaged paper might cause the problem. Review the causes and prevention sections at the beginning of this document to learn how to prevent the issue.
Important: Only service the printer if you have already tried all the previous solutions and the printer does not print a test page on plain white paper.
Service or replace your HP product if you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.

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