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HP LaserJet Tank 1020, 1500, 2500 printers - 'Paper jam' error

When you try to print, a Paper Jam in Tray or Paper Jam in Fuser message displays in the printer software or HP Smart app, and one of the following errors displays on the printer control panel.

  • A Paper Jam error message displays on the computer or mobile device.

  • The Paper icon and Attention light blink.

Perform the following tasks in the order given. Use the printer after each task until the issue is resolved.

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.

Clean the pickup rollers

Dust, paper fiber, and other debris might accumulate on the pickup roller and cause paper feed issues. Clean the pickup rollers inside the printer.

Gather the following items:

  • A lint-free cloth or swab

  • Distilled, filtered, or bottled water (tap water might damage the printer)

  1. Turn off the printer, and then unplug the power cord from the rear of the printer.

  2. Remove the stack of paper from the input tray.

  3. Tilt the printer onto its side.

    Tilting the printer onto its side
  4. Release and hold on to the blue latch, and then remove the access panel.

    Removing the access panel
  5. Lightly dampen the swab or cloth with the water, and then squeeze any excess liquid from the swab.

  6. Clean the pickup rollers using the swab, applying a moderate amount of pressure.

    Cleaning the pickup rollers
  7. Allow the pickup rollers to dry completely (approximately 10 minutes).

  8. Hold onto the blue latch, align, and insert the access panel. Release the blue latch to lock the panel in the place.

    Inserting the access panel
  9. Tilt the printer back to its original, upright position.

    Tilting the printer back to its original, upright position
  10. Reload the stack of paper into the input tray.

  11. Plug the power cord back into the printer, and then turn on the printer.

Reset the printer

Reset the printer to recover from printer errors or failures.

  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 on the printer to complete the reset.

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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