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HP Officejet 7500A (E910a and E910c) Wide Format e-All-in-One Printers - 'Out of Paper' Error Message and the Product Does Not Pick Up or Feed Paper

Issue

The error message 'Out of Paper' displays on the control panel, and the product does not pick up or feed the paper from the tray. The product might make noises as though it is printing, but no paper moves through it.

How to use the solutions in this document

A paper feed issue can occur for several reasons, such as dusty or contaminated paper rollers, the condition of the paper in the tray, or even issues with the software.
To resolve the issue, try each solution in this document, and then use the steps in this section to print a self-test report. This step determines if the product hardware functions correctly. When you have resolved the issue, and the product successfully prints a self-test report, there is no need to continue troubleshooting.
How to print a self-test report
  1. Load U.S. letter or A4 size, unused, plain white paper into the input tray.
  2. Press the Power button () to turn on the product.
  3. On the product control panel, touch the Right Arrow () to display the second navigation menu.
  4. Touch Setup () on the control panel display. The Setup Menu displays.
  5. Touch the Down Arrow (), and then touch Reports.
  6. Touch Print Quality Report. The self-test report prints.
IMPORTANT: Try to print a self-test report after every solution even if the solution resolves the issue.

Solution one: Turn the product off and then on again

Follow these steps to turn the product off, and then on again to reset the printing mechanism.

Step one: Turn the product off and then on again

  1. Press the Power button () to turn off the product.
  2. Wait at least 30 seconds.
  3. Press the Power button () to turn on the product.
    note:
    The product might go through a warm-up period. The product lights might flash and the carriage might move. Wait until the warm-up period finishes before you proceed.
  • If the self-test report prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the self-test report does not print, continue with the next solution.

Solution two: Check the condition of the paper, and then reload it

Paper feed issues might result from dusty, torn, wrinkled, wet, or folded paper in the tray. The quality of the paper can also make a difference. Use only good quality paper that meets product specifications. Follow these steps to check the condition of the paper.
note:
For the purposes of these troubleshooting steps, use only 10 to 25 sheets of unused, plain white, U.S. letter or A4 size paper.

Step one: 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 tray

  1. Raise the output tray.
    Figure : Raise the output tray
    Illustration of raising the output tray
  2. If loading oversized paper, pull the input tray extender out as far as possible.
  3. Slide the paper width guide to its outermost position.
  4. Insert a stack of clean, unused, plain white paper into the input tray with the short edge forward and the print side down.
    note:
    Do not load paper while the product is printing.
  5. Position the stack of paper against the right side of the input tray, and then slide the stack forward until it stops.
  6. Adjust the paper width guide so that it rests against the stack of paper. Do not push the guide in so tightly that it binds against the paper.
      Figure : Load the paper
      Illustration of loading the paper in the input tray
    1. Insert the paper into the paper tray
    2. Adjust the paper width guide
  7. Lower the output tray, and then pull out the tray extender.
      Figure : The tray extender
      Illustration of pulling out the tray extender
    1. Pull out the tray extender
    2. Flip up the paper catch
  8. If loading Super B (330.2 x 482.6 mm, 13 x 19 in) paper, twist down on the paper catch after fully extending the tray extender.
  • If the self-test report prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the self-test report does not print, continue with the next solution.

Solution three: 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. Follow these steps in the order presented to make sure that the driver paper settings match the paper in the tray.
  1. Open the HP Toolbox.
    note:
    You can also open the HP product software from your computer desktop: double-click the icon for your HP product ().
  2. Double-click Printer Actions, and then double-click Set Preferences. The Printing Preferences dialog box opens.
  3. Click the Paper/Quality tab.
  4. Under Paper Source, select Tray 1.
  5. Review the following options, and then make any necessary changes.
    • Paper sizes: Make sure that the selected option matches your paper size.
    • Media: If one of the options matches your paper type exactly, select that option.
    • Quality Settings: If you are dissatisfied with the quality of your printouts, increase the print quality. To print more quickly, decrease the print quality.
  6. Click OK, and then close the HP Toolbox.
  • If the self-test report prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the self-test report does not print, continue with the next solution.

Solution four: Clean the rollers

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

Step one: Clean the rollers in the rear access area

  1. Gather the following materials:
    • A clean, lint-free cloth, or any cloth that will not come apart or leave fibers
    • Distilled, filtered, or bottled water (tap water might damage the product)
    • A clean, lint-free cotton swab
  2. Press the Power button () to turn off the product.
  3. Disconnect the power cord from the rear of the product.
  4. Press in the tab on the side of the rear cleanout door, and then pull the door away from the product to remove it.
    Figure : Remove the rear cleanout door
    Illustration: Removing the rear cleanout door
  5. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  6. Press the cloth against the rollers in the product, and then rotate them upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure : Clean the rollers in the product
    Photograph of cleaning the rollers in the product
  7. Look inside the rear access area of the product to find the pick rollers. They are behind the paper feed rollers.
    note:
    You might need to use a flashlight to illuminate the pick rollers.
    Figure : Location of the pick rollers
    Photograph of location of the pick rollers when looking at the rear of the product
    Figure : The pick rollers
    Photograph of the pick rollers inside the product
  8. Lightly dampen a cotton swab, and then use it to clean the pick rollers.
  9. Allow the rollers to dry for 10 or 15 minutes.
  • If the self-test report prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the self-test report does not print, continue with the next solution.

Solution five: Perform a power reset

Step one: Reset the product

  1. Press the Power button () to turn on the product.
  2. With the product turned on, disconnect the power cord from the rear of the product.
  3. Wait at least 30 seconds.
  4. Reconnect the power cord to the rear of the product.
  5. If the product does not turn on by itself, press the Power button () to turn it on.
  • If the self-test report prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the self-test report does not print, continue with the next solution.

Solution six: Service the product

If the product printed a self-test report with plain white paper, the printer is functional and does not need to be replaced. Other issues, such as connectivity, print driver settings, special paper, photo paper facing shiny side up, or slick or damaged paper might cause the problem. Review the following sections to learn about the common causes and how to prevent the issue.
IMPORTANT: Only service the product if you have already tried all of the previous solutions and the product does not print a self-test report 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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