Error:

Javascript is disabled in this browser. This page requires Javascript. Modify your browser's settings to allow Javascript to execute. See your browser's documentation for specific instructions.

hp-support-head-portlet

Actions

HP Customer Support - Knowledge Base

hp-contact-secondary-navigation-portlet

Actions

hp-share-print-widget-portlet

Actions

Information

Fix HP Printer issue on macOS
A [software component] will damage your computer message displays when printing or while installing - Click Here

Information

Audio or sound issues? Try our automated HP Audio check!

Information

Fix and resolve Windows 10 update issue on HP Computer or Printer. Click here

Information

Create an HP account today!
Connect with HP support faster, manage all of your devices in one place, view warranty information and more. Learn more

hp-concentra-wrapper-portlet

Actions

An 'Original Jam: Clear jam, and then press OK' Message Displays for HP Officejet Pro 8500 All-in-One (A909) and Officejet Pro 8500A e-All-in-One (A910) Printer Series

Issue

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

Figure : Automatic Document Feeder (ADF)

Automatic Document Feeder

Experiencing frequent or recurring paper feed issues?

Follow these guidelines to help prevent paper feed issues.

Before loading a stack of paper in the ADF document feeder tray, tap the bottom edge of the stack on a flat surface so that the paper is even on all sides.
Make sure to insert the paper until it rests against the inside edge of the ADF document feeder tray.

caution:
Do not force the paper too far forward into the ADF document feeder tray.
Slide the paper width guides inward so that they rest against the edges of the paper.
Do not overload the ADF document feeder tray with paper.
Only load paper into the ADF document feeder tray when the product is not printing.
Make sure that the product supports the paper type you are printing on.
Do not print on paper with paper clips or staples attached.
Do not use paper that is bent, torn, dusty, damp, wrinkled, curled, or paper that does not lie flat.
Only use one type of paper at a time. Do not mix different types, weights, or sizes of paper.
Do not use paper that is too thin, too thick, or too glossy for the product.
Make sure that the ADF parts are clean and free of dust or sticky material. This applies to the document feeder and output trays, the scanner glass strip, the cork pad, and the pickup rollers.

Causes

Any of the following scenarios can cause paper feed issues.

Improperly loaded paper in the ADF document feeder tray.
Damaged or dirty paper rollers.
Torn, wrinkled, or damp paper is loaded in the ADF document feeder tray.
Paper was loaded into the ADF document feeder tray while the product was printing.
More than one type of paper is loaded in the ADF document feeder tray.
Paper is jammed inside the ADF where you cannot see it.
An obstruction blocks the paper path.
Torn pieces of paper from a previous jam are stuck inside the ADF.
The ADF document feeder tray is too full.

Solution one: Clear the paper jam

Follow these steps in the order presented to clear a paper jam from the Automatic Document Feeder.

Step one: Remove any loose paper from the trays

Remove any loose sheets of paper from the input tray and the output tray.

caution:
Do not remove jammed paper at this stage. Trying to clear jammed paper from the front of the product can damage theprint mechanism.

Figure : Remove loose paper from the ADF

Step two: Clear any jammed paper from the ADF top cover rollers

Press the Power button () to turn off the product.
Disconnect the power cord from the rear of the product.
Open the ADF top cover.

Figure : Open the ADF top cover
Carefully remove any jammed paper and bits of torn paper from the rollers inside the ADF top cover. Use both hands to pull whole sheets of paper to avoid tearing them.

note:
Thoroughly check the rollers and wheels for torn pieces of paper. If any torn pieces of paper remain inside the top cover, more jams are likely to occur.

Figure : ADF top cover rollers
Close the ADF top cover.

note:
Make sure to close the ADF top cover tightly at both ends. A false error message might occur if the cover is not securely closed.
Figure : Close the ADF top cover

ADF top cover not closed

ADF top cover completely closed

Step three: Clear any jammed paper from the document lid

Follow these steps to remove jammed paper from the ADF document lid.

Lift the document lid.

Figure : Lift the document lid
Carefully remove any jammed paper and bits of torn paper from the bottom side of the document lid. Use both hands to pull whole sheets of paper to avoid tearing them.

note:
Thoroughly check the lid for torn pieces of paper. If any torn pieces of paper remain inside the document lid, more jams are likely to occur.

Figure : Paper jammed in the document lid
Lower the document lid.

Step four: Clear any jammed paper from the ADF mechanism rollers

Open the ADF top cover.

Figure : Open the ADF top cover
Carefully remove any jammed paper and bits of torn paper from the mechanism rollers. Use both hands to pull whole sheets of paper to avoid tearing them.

note:
Use a flashlight to thoroughly check the rollers for torn pieces of paper. If any torn pieces of paper remain inside the ADF mechanism, more jams are likely to occur.

Figure : ADF mechanism rollers are under the housing
Close the ADF top cover.
Reconnect the power cord to the rear of the product.
Press the Power button () to turn on the product.

Step five: Load paper in the input tray

Make sure that plain white paper is loaded in the input tray. If paper is already loaded in the tray, continue to the next step.

Lift the output tray.

Figure : Lift the output tray
With the print side down, insert a stack of paper until it rests against the rear edge of the tray.
Slide the paper width guides inward so that they rest against the edges of the paper.

Figure : Slide the paper guides inward
Lower the output tray, and then pull out the output tray extender.

Figure : Pull out the output tray extender

Step six: Try to copy, scan, or fax

Try to copy, scan, or fax an original document from the ADF document feeder tray to make sure that the ADF functions correctly.

Reload an original document print side up into the ADF document feeder tray.

Figure : Reload the original document into the ADF document feeder tray
Press OK to continue the task you started when the issue occurred.

note:
If the product does not continue the task, start 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: Check the ADF paper sensor

Follow these steps to check the ADF paper sensor.

Open the ADF top cover.

Figure : Open the ADF top cover
Locate the ADF paper sensor inside the top cover.

Figure : ADF paper sensor
Make sure that the paper sensor hangs freely from the ADF top cover, and that the sensor parts are not broken, dislodged, or stuck.
Close the ADF top cover.

If these steps resolved the issue, you do not need to continue troubleshooting.
If the ADF paper sensor is broken, dislodged or stuck, skip to the Service the all-in-one section at the end of this document.
If the ADF paper sensor is not broken, dislodged or stuck, and the issue persists, continue to the next solution.

Solution three: Reset the all-in-one

Follow these steps to reset the product, and then try copying a document.

Step one: Reset the all-in-one

With the printer turned on, disconnect the power cord from the rear of the printer.
Unplug the power cord from the wall outlet.
Wait at least 15 seconds.
Plug the power cord back into the wall outlet.
Reconnect the power cord to the printer.
Turn the printer on.

Step two: Try to copy a document

Try copying an original document from the ADF document feeder tray to make sure that the ADF functions correctly.

Lift the output tray.

Figure : Lift the output tray
With the print side down, insert a stack of paper until it rests against the rear edge of the tray.
Slide the paper width guides inward so that they rest against the edges of the paper.

Figure : Slide the paper guides inward
Lower the output tray, and then pull out the output tray extender.

Figure : Pull out the output tray extender
With the print side up, reload an original document into the ADF document feeder tray.

Figure : Reload an original document into the ADF document feeder tray
Press Start Copy Black or Start Copy Color on the product control panel.

If these steps resolved the issue, you do not need to continue troubleshooting.
If the issue persists, continue to the next solution.

Solution four: Service the all-in-one

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.

hp-feedback-input-portlet

Actions

hp-feedback-banner-portlet

Actions

hp-country-locator-portlet

Actions

Country/Region: Flag

Serbia

hp-detect-load-my-device-portlet

Actions

hp-hero-support-search

Actions

Examples: "LaserJet Pro P1102 paper jam", "EliteBook 840 G3 bios update"