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An ADF Paper Jam Error Displays on the HP Officejet 2620 All-in-One and Deskjet Ink Advantage 2640 All-in-One Printer Series

Issue
When you use the automatic document feeder (ADF) to copy, scan, or fax, the error message 'The original has jammed or the document feeder (ADF) is dirty. To remove the original, open the ADF cover. To clean the ADF, see the user guide' displays on the printer control panel.
Solution one: Turn the printer off and then on
Follow these steps to restart the printer.
  1. Press the Power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the rear of the printer.
  2. Wait 60 seconds.
  3. Reconnect the power cord to the rear of the printer.
  4. Press the Power button to turn on the printer.
      note:
    The printer might go through a warm-up period, which might last several minutes. Wait until the warm-up period completes before you continue.
  • If the printer ejects any paper and the control panel no longer displays the error message, stop troubleshooting.
  • If the printer does not eject any paper and the control panel still displays the error message, continue to the next solution to clear the jam from the printer.
Solution two: 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 and output trays.
  caution:
Do not remove any jammed paper at this stage because it might damage the ADF mechanism.
Step two: Remove the jammed paper
Follow these steps to remove jammed paper from inside the ADF.
  1. Press the Power button to turn off the printer, if it is not off already.
  2. Disconnect the power cord from the rear of the printer, if it is not disconnected already, and then unplug the power cord from the power source or electrical outlet.
      warning:
    You must disconnect the power cord before reaching inside the HP printer to avoid risk of injuries or electric shock.
  3. Lift the ADF cover.
    Figure : Lift the ADF cover
    Image: Lift the ADF cover
  4. Gently pull out any jammed paper from the ADF. To avoid tearing any whole sheets of paper, pull the paper with both hands.
      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. Use a flashlight to thoroughly check the rollers for torn pieces of paper. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur.
    Figure : Remove any jammed paper from the ADF
    Image: Remove any jammed paper from the ADF
  5. Lift the tab located on the front edge of the ADF to raise the ADF mechanism.
      Figure : Lift the ADF mechanism
      Image: Gently lift the ADF mechanism.
    1. Lift the tab on the ADF mechanism
  6. Gently pull out any jammed paper from 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 mechanism. Use a flashlight to thoroughly check the rollers for torn pieces of paper. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur.
  7. Lower the ADF mechanism until it snaps in place.
  8. Close the ADF cover tightly at both ends.
  9. Lift the scanner lid.
  10. Gently pull out any jammed paper from the rollers on the bottom of the scanner lid. To avoid tearing any whole sheets of paper, pull the paper with both hands.
      Figure : ADF rollers on the scanner lid
      Image: ADF rollers on the scanner lid
    1. ADF rollers on the scanner lid
      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 rollers. Use a flashlight to thoroughly check the rollers for torn pieces of paper. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur.
  11. Close the scanner lid.
Step three: Reload the original
  1. Reload the original document print side up in the ADF.
  2. Adjust the paper width guides so that they rest gently 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
    Image: Adjust the paper width guides.
  3. Try to copy, scan, or fax again.
Step four: Print a Printer Status Report
To make sure that the hardware functions correctly, print a Printer Status Report as a test page.
  1. Load plain white paper into the input tray.
  2. On the printer control panel, press the Down Arrow () to scroll to Tools, and then press OK.
  3. Press the Down Arrow () to scroll to Printer Status Report, and then press OK.
    Figure : Printer Status Report
    Image: Printer status report
  • 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 ADF and scanner glass strip
To help prevent ADF jams, make sure that the parts of the ADF are clean and free of dust or sticky material. This applies to the input and output trays, the separator pad, the ADF scanner glass strip, and the pick rollers.
Step one: Clean the rollers in the ADF
Follow these steps to clean and inspect the rollers in the ADF.
  1. Gather the following items.
    • A clean, lint-free cloth
    • Several clean cotton swabs
    • Bottled or distilled water
  2. Press the Power button to turn off the printer.
  3. Disconnect the power cord from the rear of the printer, if it is not already disconnected.
  4. Disconnect the USB cable from the rear of the printer, if it is not already disconnected.
  5. Lift the ADF cover, and then find the separator pad.
    Figure : Lift the ADF cover
    Image: Lift the ADF cover
    Figure : The separator pad
    Image: The separator pad
  6. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  7. Gently wipe the separator pad. Apply a moderate amount of pressure to remove any dust or dirt buildup.
  8. Locate the tabs on the sides of the ADF mechanism, and then gently lift up on the tabs to raise the ADF mechanism.
      Figure : Lift the ADF mechanism
      Image: Lift the ADF mechanism
    1. Lift the ADF mechanism
  9. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  10. Clean the ADF rollers. Press the cloth against the rollers, and then rotate the rollers upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure : Clean the ADF rollers
    Image: Clean the ADF rollers
  11. Lightly dampen a clean cotton swab with bottled or distilled water, and then squeeze any excess liquid from the cotton swab.
  12. Find the rollers behind the ADF mechanism.
    Figure : Find the rollers behind the ADF mechanism
    Image: Find the rollers behind the ADF mechanism
  13. Clean the rollers behind the ADF mechanism. Press the cotton swab against the rollers, and then rotate the rollers upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure : Clean the rollers behind the ADF mechanism
    Image: Clean the rollers behind the ADF mechanism
  14. Allow the rollers to dry completely.
  15. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  16. Gently wipe the lint-free cloth along the scanner glass strip behind the ADF mechanism to clean it.
    Figure : The scanner glass strip behind the ADF mechanism
    Image: The scanner glass strip behind the ADF mechanism
  17. Allow the scanner glass strip to dry completely.
  18. Gently close the ADF mechanism.
  19. Find the pick rollers underneath of the ADF cover.
    Figure : The pick rollers under the ADF cover
    Image: The pick rollers under the ADF cover
  20. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  21. Press the cloth against the pick rollers, and then rotate the rollers upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
  22. Allow the rollers to dry completely.
  23. Lower the cover of the ADF, and then press down firmly until it snaps into place.
  24. Reconnect the power cord to the rear of the printer.
  25. Press the Power button to turn on the printer.
Step two: Reload the original
  1. Reload the original document print side up in the ADF.
  2. Adjust the paper width guides so that they rest gently 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
    Image: Adjust the paper width guides.
  3. Try to copy, scan, or fax again.
Step three: Print a Printer Status Report
To make sure that the hardware functions correctly, print a Printer Status Report as a test page.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution four: Reset the printer
Follow these steps to reset the printer.
Step one: Perform a power reset
Follow these steps to 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. Load plain, white paper in the main input tray, and then adjust the paper width guides inward until they rest against the paper.
    Figure : Load plain paper and then adjust the paper width guides
    Image: Load paper and adjust the paper width guides
  2. Load a one-page original of undamaged paper print side up in the ADF tray.
  3. Slide the paper width guides in until they stop at the edge of the paper. Do not push the guides in so tightly that they bind against the paper.
    Figure : Adjust the paper width guides
    Image: Adjust the paper width guides.
  4. On the printer control panel, select Copy, and then press OK.
  5. Select Start Black Copy, and then press OK.
  6. If the printer does not copy the original, continue to the next step.
Step three: Print a Printer Status Report
To make sure that the hardware functions correctly, print a Printer Status Report as a test page.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
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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