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HP Customer Support - Knowledge Base

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  • Information

    Web services (e.g. ePrint) stop working?  Digital certification might have expired. Update your printer’s firmware

    Information
    Important Printer Firmware Security Update:

    HP was recently made aware of a vulnerability in certain InkJet and LaserJet printers by a third-party researcher. HP has updates available for download to address the vulnerability. You can download and install the update from the HP Software/Drivers page for your printer model. Details and more information are available in the Security Bulletin.

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    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 LaserJet, HP PageWide Enterprise - Printer does not pick up paper or misfeeds

Introduction

Use the procedures in this document to resolve issues when the printer does not pick-up paper from the tray, or picks-up multiple sheets of paper at one time.
This issue can occur due to the following conditions:
  • Paper jam
  • Paper is not loaded correctly
  • Paper guides are not set correctly for the tray
  • High- or low-humidity environment
  • Excess static builds up in paper
  • Dirty, worn, or damaged rollers

Resolve paper feed or multi-pick issues

In addition to the instructions provided in this document, you can view the following video of how to clean the pick rollers:
If you are unable to view the video above, or to view the video in a different size, click here to watch the video on Youtube.
Follow these steps in the order presented to resolve the issue:
note:
Click the + symbol next to each step heading to view the instructions.

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Country/Region: Flag United States

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