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An 'Out of Paper' Message Displays and the Printer Does not Pick up Paper for HP Deskjet 3520 and Deskjet Ink Advantage 3520 e-All-in-One Printer Series

This document is for HP Deskjet 3520, 3521, 3522, 3524, 3526 and Deskjet Ink Advantage 3525 e-All-in-One printers.
An 'Out of paper' message displays on the control panel, and the product does not pick up or feed paper. The product might make noises as though it is printing, but paper does not move through the rollers.

Video of resolving paper feed issues

The following video demonstrates what to do if the printer does not pick up or feed paper.
note:
This video shows the HP Deskjet 3520 e-All-in-One printer, but the steps are the same for your printer.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.

Solution one: Reset the All-in-One

Resetting the printer can clear a paper feed issue. Follow these steps to reset the printer.

Step 1: Reset the All-in-One

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

Step 2: Print a test page

Follow these steps to print a test page.
  1. On the product control panel, press the Down Arrow () to select Settings, and then press OK.
  2. Press the Down Arrow () to select Tools, and then press OK.
  3. Press OK to select Printer Status Report. The product prints the report.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution Two: Check the paper, and then reload

note:
To purchase paper in the United States and Canada, go to HP Home & Home Office.
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 for an Out of paper or Load Paper message to display before you reload the paper.

Step 1: Check the condition of the paper

  1. Remove the stack of paper from the tray.
  2. Check for obstructions inside the tray. Use a flashlight to view the mechanism inside the tray to make sure that nothing blocks the paper from engaging with the rollers. Even small pieces of paper can cause paper feed issues.
    note:
    If you find obstructions in the paper path, skip to the section on cleaning the rollers.
  3. Examine the condition of the paper, and then replace any ripped, dusty, curled, wrinkled, or bent paper.
  4. Make sure that all the paper in the stack is the same size and type. Never load mixed types of paper in the tray. The product can only process one type of paper at a time.
  5. Tap the stack of paper on a flat surface to align the edges.
  6. Make sure that the stack of paper contains no fewer than 10 sheets and no more than 25 sheets of paper.
    note:
    You need to use 10 to 25 sheets of paper only for purposes of these troubleshooting steps. When the issue is resolved, you can resume loading paper according to the paper tray capacity specifications for your product.

Step 2: Reload the paper

  1. Open the paper tray door.
  2. Pull out the paper tray, and then pull out the paper tray extension.
    Figure : Pull out the paper tray and the tray extension
    Image: Open the paper tray door and the  tray extension.
  3. Slide the paper guides to their outermost positions.
    Figure : Slide out the paper guides
    Image: Slide out the paper guides.
  4. Remove any paper from the paper tray if it is not the same as the paper that you want to load.
    note:
    Loading different types of paper in the paper tray can cause paper jams.
  5. Load a stack of U.S. letter or A4 size paper into the paper tray with the short edge first and the print side down. Push the stack into the tray until it stops.
    Figure : Load the paper
    Image: Load the paper.
  6. Slide in the paper guides until they rest against the edges of the paper.
    Figure : Slide in the paper guides
    Image: Slide in the paper guides.
  7. Push the paper tray all the way into the product until it clicks into place.
    note:
    Push the paper tray all the way in to avoid an error message.

Step 3: Print a test page

Print a test page to make sure the hardware functions correctly.
If these steps did not resolve the issue, try loading different brands of paper and different types of paper, one type at a time. Then try to print the test page again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution three: Clean the paper feed rollers

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper feed issues. Follow these steps to clean the paper feed rollers.

Step 1: Clean the paper feed rollers

  1. Gather the following materials:
    • A clean, lint-free swab that will not come apart or leave fibers
    • Distilled, filtered, or bottled water (tap water might damage the product)
  2. Press the Power button () to turn off the product.
  3. Disconnect the power cord from the rear of the product.
  4. Open the cartridge access door.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  5. Pull the cleanout door up and out to remove it from the product.
      Figure : Remove the cleanout door from the product
      Image: Remove the cleanout door from the product.
    1. Lift the cleanout door up
    2. Pull the cleanout door out
  6. Lightly dampen the swab with the water, and then squeeze any excess liquid from the swab.
  7. Press the swab against the rollers inside the product, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure : Clean the rollers inside the product
    Image: Clean the rollers inside the product.
  8. Allow the rollers to dry for 10 to 15 minutes.
  9. Check the rollers on the cleanout door. Make sure that the rollers are not missing, that they turn easily, and that they are springy when you press them. If the rollers are damaged, replace the door.
    Figure : Check the rollers on the cleanout door
    Image: Check the rollers on the cleanout door
  10. Reinsert the cleanout door. Gently push the door into the cleanout area until both latches snap into place.
  11. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door.
  12. Reconnect the power cord to the rear of the product.
  13. If the product does not turn on automatically, press the Power button () to turn it on.

Step 2: Clean the pick rollers

Follow these steps to clean the pick rollers.
Gather the following materials:
    • A clean, lint-free cloth that will not come apart or leave fibers.
    • Distilled, filtered, or bottled water (tap water might damage the printer).
  1. Press the Power button to turn off the printer.
    Disconnect the power cord from the rear of the printer.
  2. Gently turn the printer onto its right side so that you can access its underside.
  3. Slide out the paper tray until it stops, and then remove any jammed paper from the roller.
    Figure : Remove any jammed paper from the roller
    Image: Remove any jammed paper from the roller
  4. Locate the two pick rollers. They are near the center of the printer behind the paper feed rollers.
    Figure : Locate the pick rollers
    Image: Locate the pick rollers
  5. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  6. Press the cloth against the pick rollers, and then rotate the rollers upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
  7. Allow the rollers to dry completely (usually 10 to 15 minutes).
  8. Slide the paper tray back in until it stops.
  9. Return the printer to its normal position.
  10. Open the cartridge access door, and then look inside the printer for any loose objects that might have shifted when you turned the product over.
  11. Remove any loose objects you find, and then close the cartridge access door.
  12. Reconnect the power cord to the rear of the printer.
  13. If the printer does not turn on automatically, press the Power button to turn it on.

Step 3: Print a test page

Print a test page to make sure the hardware functions correctly.
  • If the test page prints, try printing the original document again. If the original document prints, you do not need to continue troubleshooting.
  • If the test page prints, but the original document does not, continue with the next solution.
  • If the test page does not print, try printing the test page again. Listen for the rubber paper rollers; you should be able to hear them rotating. Then try to slowly push the paper farther into the tray until the rollers pick up the paper. Be careful not to push the paper in too far, which can cause a paper jam.
    • If the test page prints when you slowly push the paper farther in, try printing the original document again. The paper might not have been loaded far enough into the product. If the issue is resolved, you do not need to continue troubleshooting.
    • If the test page does not print when you slowly push the paper farther in, repeat the previous steps to clean the rollers again. If the issue continues after repeated cleaning, continue with next solution.
    • If the paper only feeds through the product when you slowly push it farther in, repeat the previous steps to clean the rollers again. If the issue continues after repeated cleaning, continue with the next solution.

Solution four: Adjust the paper settings in the print driver

The product might not pick up paper if the paper size and type in the paper tray do not match the size and type settings in the print driver.
  1. Reload the paper you were using when the issue occurred.
  2. Return to the document you were trying to print when the issue occurred.
  3. Click File or click the Microsoft Office Button (), and then click Print. The Print dialog box opens.
  4. Select your product, and then click Properties or Preferences. The Properties or Preferences dialog box opens.
  5. Click the Paper/Quality tab.
  6. From the Paper Size drop-down, make sure that the selected option matches your paper size. For example, if you have legal paper loaded in your product, select Legal.
  7. From the Media drop-down, select the paper type that matches the paper you have loaded in the product.
  8. Click OK to apply the settings.
  9. Click OK from the Print dialog box to start the print job.
    • If the document prints, the issue is resolved, and there is no need to continue troubleshooting.
    • If the document prints on plain white paper, but not a special paper type, there is no need to continue troubleshooting. The problem is probably related to the paper that you tried to print on, or possibly a connectivity problem. Review the ‘Cause’ and ‘Experiencing frequent or recurring paper feed issues?’ sections at the beginning of this document to check other possibilities.
    • If the document does not print, continue with the next solution.

Solution five: Service the All-in-One

Only service the product if you have tried all of the previous solutions and the product does not print a test page on plain white paper.
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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