HP ENVY 6200, 7100, 7800 Printers - A 'Paper Jam' Error Displays

This document is for HP ENVY Photo 6220, 6230, 6232, 6234, 6252, 6255, 7120, 7130, 7134, 7155, 7158, 7164, 7820, 7830, 7855, 7858, and 7864 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.

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: 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 paper tray area

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

Pull out the paper tray, and then remove any paper.
Carefully turn the printer on its side.

Check the gap where the input tray was on the bottom of the printer. If there is any jammed paper, reach into the gap, and then use both hands to pull the paper out.
Make sure there is no torn paper in the paper pick rollers. You might need a flashlight for this.
Turn the printer upright.
Load paper into the paper tray, and then push it back into the printer.

Try to print. If the error persists, check for jammed paper in another area of the printer.

Clear jammed paper from the ink cartridge access area

Remove any loose or jammed paper that is accessible from the ink cartridge access area.

Turn off the printer, and then disconnect the power cord and any other cables.

warning:
You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
Open the ink cartridge access door.
Pull out the paper path cover.
Locate any jammed paper inside the printer. Grasp any jammed paper with both hands, and then pull the paper slowly but firmly toward you to remove it.
Use your fingers to lift the flip gate on the duplex rollers.
Check for jammed paper underneath the flip gate.
Press the flip gate down until it snaps into place, and then reinsert the paper path cover.
If the carriage is not obstructed, move the carriage to the right or left of the printer, and then remove any jammed paper. To avoid tearing the paper, use both hands to pull out the paper.
Close the ink cartridge access door.
Reconnect the power cord and any other cables to the rear of the printer, and then turn on the printer.

Try to print. If the error persists, check for jammed paper in another area of the printer.

Clear jammed paper from the automatic document feeder (7800 printers only)

Clear jammed paper from the automatic document feeder (ADF).

Lift the cover of the ADF.
Pull out any jammed paper from the rollers.
Close the ADF cover tightly at both ends.

Try to scan or copy from the ADF. If the error persists, check for jammed paper in another area of the printer.

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.

Turn on the printer, if it is not already on.
Open the ink cartridge access door.
Wait until the carriage is idle and silent before you continue.
With the printer turned on, disconnect the power cord from the rear of the printer.
Unplug the power cord from the power source or electrical outlet.

warning:
You must unplug the power cord to move the carriage by hand and reset the paper feed mechanism without the risk of electrical shock.
Use a flashlight to check for and remove any paper or objects that might be restricting the carriage.

caution:
If the paper tears when you remove it from the rollers, check the rollers and wheels for any torn pieces of paper. If pieces of paper remain in the printer, more paper jams can occur.
Reach inside the printer, 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.
Remove any loose paper or obstructions found.
Make sure the carriage can move freely across the width of the printer. Firmly push the carriage to the left side of the printer, and then push it to the right side.
Close the ink cartridge access door.
Reconnect the power cord to the rear of the printer.
Plug the power cord back into the power source or electrical outlet.
Turn on the printer.

Try to print. If the error persists, continue to the next step.

Step 3: 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 inside the printer, and then try to print again.

Clean the paper tray rollers

Clean the rollers underneath the printer.

Carefully lift the printer and set it on its side.
While supporting the printer with one hand, pull the paper tray open to expose the paper rollers underneath the printer.
Lightly dampen a lint-free cloth with distilled water, and then squeeze any excess liquid from the cloth.
Press the cloth 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.
Allow the rollers to dry completely (approximately 10 minutes).
Close the paper tray, and then set the printer upright.

Try to print. If the error persists, clean the rollers in another area of the printer.

Clean the rollers from inside the ink 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, disconnect the power cord before reaching inside the printer.
Open the ink cartridge access door.
Lightly dampen a lint-free cloth with distilled water, and then squeeze any excess liquid from the cloth.
Press the cloth 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.
Allow the rollers to dry completely (approximately 10 minutes).
Close the ink cartridge access door.
Reconnect the power cord to the rear of the printer, and then turn on the printer.

Try to print. If the error persists, clean the rollers in another area of the printer.

Clean the duplexing rollers

Clean the rollers behind the ink access area of the printer.

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

warning:
To avoid risk of injuries or electric shock, disconnect the power cord before reaching inside the printer.
Open the ink cartridge access door.
Pull out the paper path cover.
Lightly dampen a lint-free cloth with distilled water, and then squeeze any excess liquid from the cloth.
Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
Allow the rollers to dry completely (approximately 10 minutes).
Insert the paper path cover back into the printer.
Close the ink cartridge access door.
Reconnect the power cord to the rear of the printer, and then turn on the printer.

Try to print. If the error persists, clean the rollers in another area of the printer.

Clean the ADF rollers and separator pad (7800 printers only)

Clean the paper feed rollers and separator pad in the ADF.

Lift the ADF cover.
Check for obstructions inside the ADF. Make sure nothing blocks the paper from engaging with the rollers. Even small pieces of paper can cause paper feed issues.
Lightly dampen a lint-free cloth with distilled water, and then squeeze any excess liquid from the cloth.
Wipe the rollers and the separator pad with the cloth to remove any dust or dirt buildup.
Rollers

Separator pad
Allow the rollers and separator pad to dry completely (approximately 10 minutes).
Close the ADF cover tightly at both ends.

Try to print. If 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.

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.

Try to print. If the error persists, continue to the next step.

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.

HP ENVY 6200, 7100, 7800 Printers - A 'Paper Jam' Error Displays

Step 1: Clear jammed paper from the printer

Clear jammed paper from the paper tray area

Clear jammed paper from the ink cartridge access area

Clear jammed paper from the automatic document feeder (7800 printers only)

Step 2: Make sure the carriage can move freely

Step 3: Clean the paper feed rollers

Clean the paper tray rollers

Clean the rollers from inside the ink cartridge access area

Clean the duplexing rollers

Clean the ADF rollers and separator pad (7800 printers only)

Step 4: Reset the printer

Step 5: Service the printer

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