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HP OfficeJet Pro 9010, 9020 printers - Paper Jam error

During a print job, the printer stops feeding pages and a Paper Jam error message displays on the printer control panel. This indicates paper might be jammed inside the printer.

Note:

Paper jams can be real or false. The printer might report a paper jam even when there is no jammed paper. The following steps apply to both real and false paper jams.

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

Clear jammed paper from inside the printer

Remove any loose or jammed paper that is accessible from inside the printer.

Open the front door, and then lift the ink cartridge access door.
Wait until the carriage stops moving before you continue.
With the printer turned on, disconnect the power cord.

Warning:
To avoid risk of injuries or electric shock, you must disconnect the power cord before reaching inside the printer.
Move the carriage to the far left and far right, and then remove any jammed or torn pieces of paper.
Remove the paper path cover.
Gently remove any jammed paper and bits of torn paper from the paper path area. To avoid tearing any whole sheets of paper, pull the paper with both hands.
Align the sides of the paper path cover to the guides inside the printer, and then slide it in to the printer.
Close the ink cartridge access door and front door.
Reconnect the power cord, and then turn on the printer.

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.

Clear jammed paper from the input and output tray

Remove any loose or jammed paper that is accessible from the input tray area.

Note:

Do not use paper thicker than 105 g/m2 (28 lb bond) for plain paper or 200 g/m2 (110 lb index) for cards.

Remove all paper from the input tray.
Press and hold the two output tray buttons, and then remove the output tray.
Pull out the input tray.
Gently remove any jammed paper and bits of torn paper from the tray area. To avoid tearing any whole sheets of paper, pull the paper with both hands.
Make sure there are no foreign objects in the paper path, and then reload the input tray with new paper.
Insert the input tray back into the printer, and then reinstall the output tray.

Clear jammed paper from the rear of the printer (OfficeJet Pro 9020 models)

Remove any loose or jammed paper from the rear of the printer.

Turn off the printer, and then disconnect the power cord.
Press the tab on the rear access door and open the door.
Gently remove any jammed paper and bits of torn paper from the area. To avoid tearing any whole sheets of paper, pull the paper with both hands.
Close the rear access door.
Reconnect the power cord, and then turn on the printer.

Clear jammed paper from the ADF

Remove any loose or jammed paper from the automatic document feeder (ADF).

Lift the ADF cover.
Use both hands to remove any jammed paper from the ADF input tray area.
Lower the ADF cover.
Lift the document feeder tray.
Gently remove any jammed paper and bits of torn paper from the ADF output tray area. To avoid tearing any whole sheets of paper, pull the paper with both hands.
Lower the document feeder tray.

Remove debris from the paper path

When small bits of paper become lodged in the paper path, paper jams are more likely to occur. To remove debris from the paper path and output rollers, run thicker paper through the printer, such as photo paper.

Remove any paper from the input tray, and then load one full-size page of photo paper (letter or A4).
Send a blank print or copy job.
After the paper ejects, pull out the input tray.
Lift the front of the printer, and then remove any torn paper or debris from inside the tray and rollers.
Replace the tray, and then reload normal paper.

Clean the paper feed rollers

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues. Clean the rollers to help prevent future paper jams.

Clean the rollers inside the cartridge access area

Clean the rollers inside the ink cartridge access area.

Turn off the printer, and then disconnect the power cord.

Warning:
To avoid risk of injuries or electric shock, you must disconnect the power cord before reaching inside the printer.
Open the front door, and then lift the cartridge access door.
Lightly dampen a lint-free cloth with distilled or filtered water, and then squeeze any excess liquid from the cloth.
Gently clean the rollers with the damp cloth.
Allow the rollers to dry completely (approximately 10 minutes).
Close the cartridge access door and front door.
Reconnect the power cord, and then turn on the printer.

Clean the rear rollers (OfficeJet 9020 models)

Clean the rollers on the rear of the printer.

Warning:

To avoid risk of injuries or electric shock, you must disconnect the power cord before reaching inside the printer.

Turn off the printer, and then disconnect the power cord.
Press the tab on the rear access door and then open the door.
Press the two buttons on the paper path cover, and then pull the cover out of the printer.
Lightly dampen a lint-free cloth with distilled or filtered water, and then squeeze any excess liquid from the cloth.
Gently clean the paper feed rollers with the cloth.
Gently clean the paper path cover rollers with the cloth.
Allow the rollers to dry completely (approximately 10 minutes).
Insert the paper path cover back into the printer, and then the close the rear access door.
Reconnect the power cord, and then turn on the printer.

Clean the ADF rollers and separator pad

Clean the paper feed and separator pad rollers in the automatic document feeder (ADF).

Lift the ADF cover.
Lightly dampen a clean, lint-free cloth with distilled or filtered water, and then squeeze any excess liquid from the cloth.

Gently clean the separator pad and rollers with the damp cloth.

Location of the ADF separator pad and rollers

Callout	Description
1	Rollers
2	Separator pad

Allow the separator pad and rollers to dry completely (approximately 10 minutes).
Lower the ADF cover.

Reset the printer

Reset the printer to recover from printer errors or failures.

With the printer turned on, disconnect the power cord from the printer.
Unplug the power cord from the power source.
Wait 60 seconds.
Reconnect the power cord to a wall outlet and to the printer.

Note:
HP recommends plugging the printer directly into a wall outlet.
Turn on the printer to complete the reset.

Learn how to avoid paper jams and feed issues

Follow these tips to help prevent paper jams, misfeeds, and no feeds.

Make sure the paper loaded in the input tray lays flat and the edges are not bent or torn.
When adding paper to the input tray, adjust the paper guide to rest against the edge of the paper stack.
Do not overfill the input tray, but make sure you have at least 5 pages loaded for best results.
Only use paper that is compatible with your printer. Use HP paper for optimal performance.
Whenever you change the paper size or type in the tray, make sure to change the paper settings on the software application you are printing from.
Do not combine different paper types or paper sizes in the input tray. The entire stack must be the same size and type.
Avoid using the printer in dusty or dirty environments.
Wait for the printer to complete a job or to display a Load Paper in Tray message before you load more paper.

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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