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HP Photosmart 5520 e-All-in-One and HP Deskjet Ink Advantage 5520 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.
The following video demonstrates how to fix paper pick up issues.
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, resetting the product can clear a paper feed issue. Follow these steps to perform a reset.
  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. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button () to turn it on.
Step two: Print a Printer Status Report
Follow these steps to print a test page.
The following video demonstrates how to print a Printer Status Report.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.
  2. On the product control panel, touch the Settings icon (), and then touch Tools.
  3. Touch Printer Status Report. The product prints the test page.
    Figure : Printer Status Report
    Image of the Printer Status Report
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
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.
  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
Your product might not look exactly like the one in the video but the steps are the same.
  1. Open the paper tray door, and then pull out the paper tray.
  2. Slide the paper width guides to their outermost positions.
    Figure : Slide the paper width guides to their outermost positions
    Image: Slide the paper width guides to their outermost positions
  3. Load a stack of plain paper into the tray with the short edge facing toward the product and the print side down. Push the stack into the tray until it stops.
    Figure : Load the paper into the tray
    Image: Load the paper into the tray
  4. Slide the paper width guides in until they rest against the edges of the paper, and then slide the tray back in until it stops.
    Figure : Slide the paper width guides against the edges of the paper, and then slide the tray in
    Image: Slide the paper width guides against the edges of the paper, and then slide the tray in
  5. Pull open and lift the paper tray extender.
    Figure : Pull open and lift the paper tray extender
    Image: Pull open and lift the paper tray extender
Step three: Print a Printer Status Report
Print a test page to make sure the hardware functions correctly.
If the issue is not resolved, try loading different brands of paper and different types of paper, one type at a time. Then try printing the test page again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution three: Clean the paper feed rollers
Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper feed issues. Follow these steps to 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.
  4. Open the cartridge access door.
    Figure : Open the cartridge access door
    Image: Opening the cartridge access door
  5. Pull the cleanout door up and out to remove it from the product.
      Figure : Remove the cleanout door from the product
      Image: Removing the cleanout door from the product
    1. Lift the cleanout door up
    2. Pull the cleanout door out
  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 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
  8. Allow the rollers to dry for 10 to 15 minutes.
  9. 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 door.
    Figure : Check the rollers on the cleanout door
    Image: Check the rollers on the cleanout door
  10. Reinsert the cleanout door. Gently push the door into the cleanout area until both latches snap into place.
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 printer onto its right 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.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door
  14. Reconnect the power cord to the rear of the product.
  15. Press the Power button () to turn on the product.
Step three: Print a Printer Status Report
Print a test page to make sure 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 or click the Microsoft Office Button (), and then click Print. The Print dialog box opens.
  4. Select your product, 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 product, select Legal.
  7. From the Media drop-down, select the paper type that matches the paper you have loaded in the product.
  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. Review the ‘Cause’ and ‘Experiencing frequent or recurring paper feed issues?’ sections at the beginning of this document to check other possibilities.
    • If the document does not print, continue with the next solution.
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 you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.

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