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HP Officejet 4610 All-in-One, Officejet 4620, Deskjet Ink Advantage 4610, and Deskjet Ink Advantage 4620 e-All-in-One Printer Series - An 'Out of Paper' Message Displays on the Control Panel and the All-in-One Does Not Pick Up Paper

Issue

An 'Out of paper' message displays on the control panel, and the product does not pick up or feed paper. The product might make noises as though it is printing, but no paper moves through it.
Important: You must follow these solutions in the order presented to resolve the issue.

Video on fixing paper feed issues

The following video demonstrates what to do if the printer does not pick up or feed paper.
note:
This video shows the HP Officejet 4620 e-All-in-One Printer series, but the steps are the same for your printer.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.

Solution one: Reset the All-in-One

Sometimes, restarting the product can clear a paper feed issue. Follow these steps to perform a reset.

Step one: Reset the All-in-One

  1. With the printer turned on, disconnect the power cord from the rear of the printer.
  2. Unplug the power cord from the wall outlet.
  3. Wait at least 15 seconds.
  4. Plug the power cord back into the wall outlet.
  5. Reconnect the power cord to the printer.
  6. Turn the printer on.

Step two: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.
  1. Load plain white U.S. letter or A4 size paper in the tray.
  2. On the product control panel, press the Setup button ().
  3. Press the button () next to the Down Arrow ( ) until Reports displays next to OK, and then press the button next to OK.
  4. Press the button next to the Down Arrow () until Printer Status Report displays next to OK, and then press the button next to OK again. The test page prints.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution two: Check the paper, and then reload it

Paper feed issues might result from using ripped, dusty, curled, wrinkled, or bent paper. The quality of the paper can also make a difference. Use these guidelines to help avoid the issue.
  • Use only good quality paper that meets printer specifications.
  • Store all paper in a dry, cool place. Paper feed issues occur more often in humid environments.
  • Do not print on paper that is already printed. The dampness of the ink can cause the paper to stick together.
  • Wait for the printer to complete a job or for an Out of paper or Load Paper message to display before you reload the paper.

Step one: Check the condition of the paper

Follow these steps to check the condition of the paper.
  1. Remove the stack of paper from the tray.
  2. Check for obstructions inside the tray. Use a flashlight to view the mechanism inside the tray to make sure that nothing blocks the paper from engaging with the rollers. Even small pieces of paper can cause paper feed issues.
    note:
    If you find obstructions in the paper path, skip to the section on cleaning the rollers.
  3. Examine the condition of the paper, and then replace any ripped, dusty, curled, wrinkled, or bent paper.
  4. Make sure that all the paper in the stack is the same size and type. Never load mixed types of paper in the tray. The product can only process one type of paper at a time.
  5. Tap the stack of paper on a flat surface to align the edges.
  6. Make sure that the stack of paper contains no fewer than 10 sheets and no more than 25 sheets of paper.
    note:
    You need to use 10 to 25 sheets of paper only for purposes of these troubleshooting steps. When the issue is resolved, you can resume loading paper according to the paper tray capacity specifications for your product.

Step two: Reload the paper

Follow these steps to load paper into the input tray.
  1. Pull the input tray out until it stops.
    Figure : Pull the input tray out
    Image: Pull the input tray out
  2. If necessary, slide the paper width guides out as far as possible.
  3. Insert the paper with the print-side down and the short edge forward into the input tray. Make sure that the paper fits into the tray and is not higher than the notches at the top of the tray.
    Figure : Load paper in the tray
    Image: Load paper in the tray
  4. Slide the paper width guides in until they rest against the paper. Do not push the guides in so tightly that they bind against the paper.
  5. Slide the input tray back into the product. Push it forward until it clicks into place.
    Figure : Push the input tray into the product
    Image: Push the input tray into the product
  6. Pull out the tray extender, and then raise the paper catch.
    Figure : Pull out the tray extender
    Image: Pull out the tray extender

Step three: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution three: Clean the rollers

Dust, paper fiber, and other debris might accumulate on the paper feed and pick rollers and cause paper feed issues. Follow these steps to clean the paper feed and pick rollers.

Step one: Clean the paper feed rollers

  1. Gather the following materials:
    • A clean, lint-free swab that will not come apart or leave fibers
    • Distilled, filtered, or bottled water (tap water might damage the product)
  2. Press the Power button () to turn off the product.
  3. Disconnect the power cord from the rear of the product.
      warning:
    Do not reach into the cartridge access area when the product is plugged into an electrical outlet.
  4. Locate the two slots on the sides of the product.
    Figure : Locate the slots on the sides of the product
    Image: Locate the slots on the sides of the product
  5. Place your fingers in the two slots on the sides of the product, and then lift the cartridge access door.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door
  6. Pull the cleanout door up and then out to remove it from the product.
      Figure : Remove the cleanout door from the product
      Image: Remove the cleanout door from the product
    1. Lift the cleanout door up
    2. Pull the cleanout door out
  7. Lightly dampen the swab with the water, and then squeeze any excess liquid from the swab.
  8. Press the swab against the rollers inside the product, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure : Clean the rollers inside the product
    Image: Clean the rollers inside the product
  9. Allow the rollers to dry for 10 to 15 minutes.
  10. Check the rollers on the cleanout door. 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 cleanout door.
    Figure : Check the rollers on the cleanout door
    Image: Check the rollers on the cleanout door
  11. Gently reinsert the cleanout door into the cleanout area, and then press down on the handle until the door snaps into place.
  12. Close the cartridge access door.
      Figure : Reinsert the cleanout door, and then close the cartridge access door
      Image: Reinsert the cleanout door, and then close the cartridge access door
    1. Insert the cleanout door into the cleanout area
    2. Push down on the door handle until the door snaps into place
    3. Close the cartridge access door

Step two: Clean the pick rollers

Follow these steps to clean the pick rollers.
  1. Gather the following materials:
    • A clean, lint-free cloth that will not come apart or leave fibers.
    • Distilled, filtered, or bottled water (tap water might damage the product).
  2. Press the Power button () to turn off the product.
  3. Disconnect the power cord from the rear of the product, if it is not disconnected already.
  4. Turn the product onto its left side so that you can access its underside.
  5. Slide out the paper tray until it stops.
    Figure : Slide out the paper tray
    Image: Slide out the paper tray
  6. Locate the two pick rollers. They are near the center of the product behind the paper feed rollers.
    Figure : Locate the pick rollers
    Image: Locate the pick rollers
  7. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  8. Press the cloth against the pick rollers, and then rotate the rollers upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
  9. Allow the rollers to dry completely.
  10. Slide the paper tray back in until it stops.
  11. Return the product to its normal position.
  12. Open the cartridge access door, and then look inside the product for any loose objects that might have shifted when you turned the product over.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door
  13. Remove any loose objects you find.
  14. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door
  15. Reconnect the power cord to the rear of the product.
  16. Press the Power button () to turn on the product.

Step three: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.
  • If the test page prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
  • If the test page prints, but the original document does not, continue with the next solution.
  • If the test page does not print, try printing the report again. Listen for the rubber paper rollers; you should be able to hear them rotating. Then try to slowly push the paper farther into the tray until the rollers pick up the paper. Be careful not to push the paper in too far, which can cause a paper jam.
    • If the test page prints when you slowly push the paper farther in, try printing the original document again. The paper might not have been loaded far enough into the product. If the issue is resolved, there is no need to continue troubleshooting.
    • If the test page does not print when you slowly push the paper farther in, repeat the previous steps to clean the rollers again. If the issue continues after repeated cleaning, continue with next solution.
    • If the paper only feeds through the product when you slowly push it farther in, repeat the previous steps to clean the rollers again. If the issue continues after repeated cleaning, continue with the next solution.

Solution four: Adjust the paper settings in the print driver

The product might not pick up paper if the paper size and type in the paper tray do not match the size and type settings in the print driver.
  1. Reload the paper you were using when the issue occurred.
  2. Return to the document you were trying to print when the issue occurred.
  3. Click File, and then click Print. The Print dialog box opens.
  4. Select your printer, and then click Properties or Preferences. The Properties or Preferences dialog box opens.
  5. Click the Paper/Quality tab.
  6. From the Paper Size drop-down, make sure that the selected option matches your paper size. For example, if you have legal paper loaded in your printer, select Legal.
  7. From the Media drop-down, select the paper type that matches the paper you have loaded in the printer.
  8. Click OK to apply the settings.
  9. Click OK from the Print dialog box to start the print job.
    • If the document prints, the issue is resolved, and there is no need to continue troubleshooting.
    • If the document prints on plain white paper, but not a special paper type, there is no need to continue troubleshooting. The problem is probably related to the paper that you tried to print on, or possibly a connectivity problem.
    • If the document does not print, continue with the next step.

Solution five: Service the All-in-One

Important: Only service the product if you have tried all of the previous solutions and the product will not print a test page on plain white paper.
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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