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HP Deskjet 2020, 2029 Printers - A 'Paper Jam' Error Displays

This document is for HP Deskjet Ink Advantage 2020hc and DeskJet Ultra Ink Advantage 2029 printers.
The HP printer stops printing, the Power button blinks fast and a 'Paper Jam' message displays on the computer.
Important: You must follow these solutions in the order presented to resolve the issue.

Solution One: Clear any jammed paper from the printer

Follow these steps in the order presented to resolve a paper jam.

Step one: Remove any loose paper or foreign material from the trays

Follow these steps to remove any loose paper or foreign material from the printer's trays.

Video of fixing a paper jam

  1. Press the Power button to turn off the printer.
  2. Disconnect the USB cable from the rear of the printer.
  3. Disconnect the power cord from the rear of the printer.
      warning:
    You must disconnect the power cord before reaching inside the HP printer to avoid risk of injuries or electric shock.
  4. Remove any loose sheets of paper from the input tray.
    Image: Remove and loose paper from input tray
  5. Look inside the input tray and remove any foreign materials such as paper clips or other objects that might have fallen inside.
    note:
    You might need a flashlight to illuminate the area.
    Image: Look inside input tray
  6. Use your fingers to move the pick mechanism located inside the input tray and remove any foreign objects found.
    Image: Move the pick mechanism inside the input tray
      caution:
    Make sure that there are no foreign materials that remain inside the input tray as this could result in further paper jams or damage to the HP printer.
  7. Remove any loose sheets of paper or foreign materials from the output tray.
    Image: Remove any loose paper from the output tray

Step two: Clear any jammed paper from the underside of the printer

Use the following steps to check for and then remove jammed paper from the base of the HP printer.
  1. Press the Power button to turn off the printer if it is not already off.
  2. Disconnect the USB cable from the rear of the printer if it is not already disconnected.
  3. Disconnect the power cord from the rear of the printer if it is not already disconnected.
  4. Turn the printer so that you can access its underside (base).
      caution:
    Before turning the printer, use your hand to secure the scanner lid.
  5. Press in the tabs on either side of the cleanout door to release it. Then open the cleanout door.
    Image: Open the cleanout door
  6. Gently remove any jammed paper from inside the printer.
    Image: Remove jammed paper
      caution:
    If the paper tears while removing it, check inside the door for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur.
  7. Reattach the cleanout door. Gently push the door forward until it snaps into place.
    Image: Close the cleanout door
    note:
    Make sure that tabs are locked in place to avoid future paper jams.

Step three: Clear any jammed paper from inside the printer

  1. Press the Power button to turn off the printer if it is not already off.
  2. Disconnect the USB cable from the rear of the printer if it is not already disconnected.
  3. Disconnect the power cord from the rear of the printer if it is not already disconnected.
  4. Open the cartridge access door.
    Image: Open the cartridge access door
  5. Gently remove any paper that is jammed in the printer.
  6. Close the cartridge access door.
    Image: Close the cartridge access door

Step four: Clear any jammed paper from the front of the printer

  1. Press the Power button to turn off the printer if it is not already off.
  2. Disconnect the USB cable from the rear of the printer if it is not already disconnected.
  3. Disconnect the power cord from the rear of the printer if it is not already disconnected.
  4. Remove any jammed paper from the output tray.
    Image: Remove any jammed paper from the output tray
  5. Grasp the jammed paper with both hands, and then slowly pull it from the front of the printer.
    note:
    If the paper tears while removing it, check for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur.
  6. Reconnect the power cord to the rear of the printer.
  7. Press the Power button to turn on the printer.

Step five: Print a test page

Print a test page to make sure that the hardware functions correctly.
Important: The printer must be in a ready state with a solid green Power button light. If the Power button light is flashing, the printer will not print a test page.
  1. Load plain white U.S. letter or A4 size paper in the input tray, if it is not already loaded.
  2. Press and hold the Power button.
  3. While you hold the Power button, open and close the cartridge access door 10 times.
    Image: Open and close the cartridge access door 10 times
  4. Release the Power button. A test page prints.
    Image: Example of a test page
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution two: Make sure that the carriage can move freely

Follow these steps to make sure that the carriage moves freely across the width of the printer.

Step one: Check the carriage path for obstructions

Follow these steps to check the carriage path for obstructions.
  1. Press the Power button to turn on the printer if it is not already on.
  2. Open the cartridge access door. The carriage moves to the center of the printer. Wait until the carriage is idle and silent before continuing.
    Image: Open the cartridge access door
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Disconnect 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.
  5. Check for any paper or objects that might be restricting the carriage, and then remove any paper or objects that you find.
      caution:
    If the paper tears when you remove it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams can occur.
  6. Reach inside the printer through the cartridge access door, 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.
  7. Remove any loose paper or obstructions found.
  8. Make sure that the carriage can move freely across the width of the printer. Firmly push the carriage to the left side of the printer, and then to the right side.
  9. Close the cartridge access door.
    Image: Close the cartridge access door
  10. Reconnect the power cord to the rear of the printer.
  11. Plug the power cord back into the power source or electrical outlet.
  12. Press the Power button to turn on the printer.

Step two: Print a test page

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 paper pick rollers

Dust, paper fiber, and other debris might accumulate on the paper rollers and cause paper jams and paper feed issues.

Step one: Clean the paper pick rollers

Follow these steps to clean the paper pick rollers.
  1. Gather the following materials:
    • A clean, lint-free swab that does not come apart or leave fibers.
    • Distilled, filtered, or bottled water (tap water might damage the printer).
  2. Press the Power button to turn off the printer.
  3. Disconnect the power cord from the rear of the printer.
      warning:
    You must disconnect the power cord before reaching inside the printer to avoid the risk of injuries or electric shock.
  4. Raise the input tray.
    Graphic: Raise the input tray
  5. Look down through the open input tray and find the gray paper pick rollers. You might need a flashlight to illuminate the area.
    Image: Paper pick rollers
  6. Dampen a long cotton swab with bottled or distilled water, and then squeeze any excess water from the swab.
  7. Press the swab against the rollers and rotate them upward with your fingers. Apply a moderate amount of pressure to remove dust or dirt buildup.
  8. Allow the rollers to dry for 10 or 15 minutes.
  9. Reconnect the power cord to the rear of the printer.
  10. If the printer does not turn on, press the Power button.

Step two: Print a test page

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 four: Reset the printer

Sometimes a paper jam error persists even though there is no jammed paper (false paper jam).

Step one: Reset the printer

Follow these steps to reset the printer, which clears a false paper jam error.
  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 test page

Print a test page to make sure that the hardware functions correctly.
  • If these steps resolved the issue, and the test page prints, you can stop troubleshooting.
  • If the test page prints successfully, but you continue to experience an issue with your printer, then the issue is not related to the hardware.
  • If the printer does not print a test page, there is an issue with the printer hardware. Continue to the next solution.

Solution five: 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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