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HP Customer Support - Knowledge Base

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    Ensure your printer has the latest firmware to get product enhancements and fixes. More details for updating firmware here

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    > Print spooler or any other printer problems caused by a Windows 10 update or upgrade - Click Here
    > Resolve Windows 10 or update issues on HP computer – Click Here

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HP ENVY 6200, 7100, 7800 Printers - A 'Paper Jam' Error Displays

This document is for HP ENVY Photo 6220, 6230, 6232, 6234, 6252, 6255, 7120, 7130, 7134, 7155, 7158, 7164, 7820, 7830, 7855, 7858, and 7864 All-in-One printers.
During a print job, the printer stops feeding pages, and a Paper Jam error message displays on the printer control panel.
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: Clear jammed paper from the printer

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 carriage can move freely

Make sure the carriage moves freely across the width of the printer.
  1. Turn on the printer, if it is not already on.
  2. Open the ink cartridge access door.
    Opening the ink cartridge access door
  3. Wait until the carriage is idle and silent before you continue.
  4. With the printer turned on, disconnect the power cord from the rear of the printer.
  5. 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.
  6. Use a flashlight to check for and remove any paper or objects that might be restricting the carriage.
      caution:
    If the paper tears when you remove it from the rollers, check the rollers and wheels for any torn pieces of paper. If pieces of paper remain in the printer, more paper jams can occur.
    Check for torn pieces of paper
  7. Reach inside the printer, 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.
  8. Remove any loose paper or obstructions found.
  9. 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 push it to the right side.
  10. Close the ink cartridge access door.
  11. Reconnect the power cord to the rear of the printer.
  12. Plug the power cord back into the power source or electrical outlet.
  13. Turn on the printer.
Try to print. If the error persists, continue to the next step.

Step 3: Clean the paper feed rollers

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues. Clean the rollers inside the printer, and then try to print again.

Step 4: 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.
  5. Turn the printer on.
Try to print. If the error persists, continue to the next step.

Step 5: 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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