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HP Customer Support - Knowledge Base

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  • Information

    Think you need a hardware repair or want to check repair status? Try our HP repair center

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

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

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    Fix HP Printer issue on macOS

    A [software component] will damage your computer message displays when printing or while installing - Click Here

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HP Designjet 500 and 800 Series Printers - Unknown Paper Format Message

Issue:
Unknown Paper Format message is displayed on the front panel when trying to load sheet paper or when paper is not installed. Roll paper loads without an error.
Solution
Unload media if installed. Check for a media jam around the media sensor. Looking from the rear of the printer, the media sensor is located 4 inches (10 cm) from the left side of the entry platen.
If the media sensor is not blocked it may be faulty and need to be replaced. Contact HP for assistance.

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Country/Region: Flag United States

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