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HP DeskJet, ENVY 5000 Printers - 'Out of Paper' Displays, Printer Does Not Pick Up Paper

This document is for HP DeskJet Ink Advantage 5075, 5078, 5085, 5088 and ENVY 5020, 5030, 5032, 5034 All-in-One printers.
During a print, copy, or scan job, the printer does not feed paper from the paper tray. The printer might make noises as though it is printing, but no paper moves through it. A Load Paper in Tray displays on the printer control panel or an Out of Paper message displays on the computer.
Step 1: Check the paper, and then reload it
Paper feed issues might result from using ripped, dusty, curled, wrinkled, or bent paper. The quality of the paper can also make a difference. Use these guidelines to help avoid the issue.
  • Use only good quality paper that meets printer specifications.
  • Store all paper in a dry, cool place. Paper feed issues occur more often in humid environments.
  • Do not print on paper that is already printed. The dampness of the ink can cause the paper to stick together.
  • Wait for the printer to complete a job or to display a Load Paper in Tray message before you load more paper.
Before you load paper in the paper tray, make sure the paper is neatly stacked and in good condition, and the paper path and tray are free from obstructions.
  1. Open the input tray door, and then pull it toward you to extend the input tray.
  2. Remove any paper from the paper tray.
  3. Remove any severely bent, wrinkled, or torn paper from the stack.
  4. Check for obstructions inside the paper tray. Make sure nothing blocks the paper from engaging with the rollers. Even small pieces of paper can cause paper feed issues.
  5. With both hands, hold the stack of paper, and then tap the bottom edge of the stack on a flat surface so that the stack is even on all sides.
  6. Push the stack into the tray until it stops.
  7. Slide in the paper width guides until they touch the edges of the stack of paper.
    Do not push in the guides so tightly that they bind against the paper.
    Figure : Loading paper in the paper tray
    Loading paper in the paper tray
  8. Push the input tray into the printer.
  9. The printer control panel displays the paper size loaded.
    • If the paper size loaded does not match what is displayed, touch Modify, select your paper size and type, and then touch Done.
    • If the paper size is correct, touch OK.
Try to print. If the issue persists, continue to the next step.
Step 2: Clean the paper rollers underneath the printer
Clean the paper rollers underneath the printer.
  1. Turn off the printer, and then disconnect any cords connected to the printer, such as the power cord and USB cable.
  2. Turn the printer on its side to access its underside (base).
      caution:
    Before turning the printer, use your hands to secure the scanner lid.
  3. While supporting the printer with one hand, pull the paper tray open to expose the paper rollers underneath the printer.
    Figure : Rollers underneath the printer
    Rollers underneath the printer
  4. Lightly dampen a lint-free cloth with distilled water, and then squeeze any excess liquid from the cloth.
  5. Press the cloth against the rollers inside the printer, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
  6. Allow the rollers to dry completely (approximately 10 minutes).
  7. Close the paper tray, and then set the printer upright.
  8. Reconnect the power cord and any other cables to the rear of the printer, and then turn on the printer.
Try to print. If the error persists, continue to the next step.
Step 3: Clean the paper rollers inside the ink cartridge access area
Clean the paper rollers inside the ink cartridge access area.
  1. Turn off the printer, and then disconnect the power cord.
      warning:
    To avoid risk of injuries or electric shock, disconnect the power cord before reaching inside the printer.
  2. Push in the output tray, if necessary.
  3. Gently grasp the handles on either side of the printer, and then raise the ink cartridge access door until it locks into place.
    Figure : Opening the ink cartridge access door
    Opening the ink cartridge access door.
  4. Lightly dampen a lint-free cloth with distilled water, and then squeeze any excess liquid from the cloth.
  5. Press the cloth against the rollers inside the printer, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure : Rollers in the ink cartridge access area
    Rollers in the ink cartridge access area
  6. Allow the rollers to dry (approximately 10 or 15 minutes).
  7. Locate the paper path cover in the area behind the ink cartridge access area.
    Figure : Example of the paper path cover
    Example of the paper path cover.
  8. To remove the paper path cover, pinch the tabs together, and then lift up.
      Figure : Removing the paper path cover
      Removing the paper path cover.
    1. Pinch the tabs together
    2. Lift up
  9. Lightly dampen a lint-free cloth with distilled water, and then squeeze any excess liquid from the cloth.
  10. Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure : Rollers behind the ink cartridges
    Rollers behind  the ink cartridges
  11. Allow the rollers to dry (approximately 10 or 15 minutes).
  12. Replace the paper path cover.
    Figure : Replacing the paper path cover
    Replacing the paper path cover.
  13. Close the ink cartridge access door.
  14. Pull out the output tray, and then lift the output tray extender.
    Figure : Pulling out the output tray and lifting the output tray extender
    Pulling out the output tray and lifting the output tray extender
  15. Reconnect the power cord and any other cables to the rear of the printer, and then turn on the printer.
Try to print. If the error persists, continue to the next step.
Step 4: Reset the printer
Sometimes an error persists even though there is no paper feed issue. Reset the printer, and then try to print.
  1. Turn the printer on, if it is not already on.
  2. Wait until the printer is idle and silent before you continue.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Unplug the power cord from the wall outlet.
  5. Wait at least 60 seconds.
  6. Plug the power cord back into the wall outlet.
      note:
    HP recommends connecting the printer power cord directly to the wall outlet.
  7. Reconnect the power cord to the rear of the printer.
  8. Turn on the printer, if it does not automatically turn on.
    The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
  9. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
Try to print. If the error persists, continue to the next step.
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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