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HP ENVY 4500 Printers - Paper Jam Error

This document is for HP ENVY 4500, 4501, 4502, 4503, 4504, 4505, 4506, 4507, 4508, and 4509 e-All-in-One printers.
During a print job, the printer stops feeding pages, and a Paper Jam error message displays on the printer control panel. This indicates that 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.

Video overview

The following video demonstrates how to clear a paper jam.
note:
This video shows the HP ENVY 4500 printer, but the steps are the same for your printer.

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 you locate the jam.

Step 2: Make sure the printer is placed on a flat surface

  1. Gently turn the printer onto its right side.
    Image: Pull out the input tray
  2. Check the surface directly under and around where the printer sits for the following:
    • Pieces of paper trapped in the input tray
    • Small, hard objects, such as cables, pens, pencils, and books
    • Soft or uneven surfaces, such as placemats or carpet-like material
  3. Remove any obstructions that might remain.
  4. Turn the printer to its normal position.
  5. Reconnect the power cord to the rear of the printer, and then turn on the printer.
  6. Touch OK to clear any messages on the printer control panel.
Try to print. If the error persists, continue to the next step.

Step 3: Clean the paper rollers behind the ink cartridge access area

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.
  1. Press the Power button to turn off the printer, if it is not off already.
  2. Disconnect the power cord from the rear of the printer.
      warning:
    You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
  3. Open the cartridge access door.
    Image: Open the cartridge access door
  4. Locate the paper path cover in the area behind the cartridge access area.
    Image: Locate the paper path cover
  5. To remove the paper path cover, pinch the tabs together, and then lift up.
      Image: Remove the paper path cover
    1. Pinch the tabs together
    2. Lift up
  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 printer, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Image: Clean the rollers inside the printer
  8. Allow the rollers to dry for 10 to 15 minutes.
  9. Check the rollers on the underside of the paper path cover. 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 paper path cover with a new one.
    Image: Check the rollers on the paper path cover
  10. Replace the paper path cover with the spring-loaded tabs facing toward the front of the printer. Gently press the cover down at the left and right edges. The cover clicks into place.
    note:
    Make sure that both edges of the paper path cover are in place.
    Figure : Replace the paper path cover
    Image: Replace the paper path cover.
  11. Close the cartridge access door.
    Image: Close the cartridge access door
  12. Reconnect the power cord to the rear of the printer, and then turn on the printer.
  13. Press OK to clear any messages on the printer control panel.
Try to print. If the error persists, continue to the next step.

Step 4: 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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