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HP Customer Support - Knowledge Base

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HP Officejet 7500A Wide Format Printers - A 'Paper Jam' Error Displays

This document is for HP Officejet 7500A Wide Format e-All-in-One E910a and E910c printers.
During a print job, the printer stops feeding pages, and a 'Paper Jam' message displays on the printer control panel.
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.

Step 1: Look for jammed paper

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.
  caution:
Trying to clear a paper jam from the front of the printer can damage the print mechanism. Gain access to and clear paper jams through the rear of the printer whenever possible.
Graphic: Do not pull jammed paper from the front
If you have checked and removed any jammed paper from each printer area and the error persists, continue to the next step.

Step 2: Make sure the carriage can move freely

Make sure the carriage moves freely across the width of the printer.
  1. Open the cartridge access door. The carriage moves to the center of the printer.
  2. Disconnect the power cord from the rear of the printer.
  3. Unplug the power cord from the power source or electrical outlet.
      caution:
    You must unplug the power cord to move the carriage by hand and reset the paper feed mechanism without the risk of electrical shock.
  4. Check for any paper or other object that might restrict the carriage movement.
    Photo of paper that could restrict the carriage
  5. Reach inside the printer through the cartridge access door, and then manually move the carriage.
    • If the carriage is stuck on the right side of the printer, move the carriage to the left side of the printer.
    • If the carriage is stuck on the left side of the printer, move the carriage to the right side of the printer.
    • If the carriage is stuck in the middle of the printer, move the carriage to the right side of the printer.
  6. Remove any paper or objects you find that restrict the movement of the carriage.
  7. Make sure the carriage can move freely across the width of the printer. Firmly push the carriage to the left, and then to the right.
  8. Close the cartridge access door.
    Illustration of closing the cartridge access door.
  9. Reconnect the power cord to the rear of the printer.
  10. Press the Power button to turn on the printer.
Try to print. If the error persists, continue to the next step.

Step 3: Clean the paper 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 inside the printer, and then try to print again.
Try to print. If you have cleaned the rollers in each printer area and the error persists, continue to the next step.

Step 4: Reset the printer

Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Reset the printer, which might clear a false paper jam error, and then try to print again.
  1. With the printer turned on, disconnect the power cord from the printer.
  2. Unplug the power cord from the power source.
  3. Wait 60 seconds.
  4. Reconnect the power cord to a wall outlet and to the printer.
    note:
    HP recommends plugging the printer directly into a wall outlet.

Step 5: 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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