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A 'Paper Jam. Clear jam then press OK.' Message Displays for HP Photosmart Pro B9180 and B9180gp Photo Printers

Issue

Paper Jam. Clear jam then press OK., error message appears on the printer control panel display.

Solution

Follow these steps to clear the paper jam.

Step one: Remove any loose paper

  1. Remove all loose paper from the paper input tray.
  2. If the paper is visible part way through the front of the product, gently pull the paper to remove it out.
  caution:
Do not remove jammed paper at this stage.

Step two: Clear the jam from the back of the printer

  1. Turn the printer off, and then unplug it from the power source.
  2. Push the two latch handles on the rear access door toward each other, and then remove the door.
    Figure : Pushing the latch handles
  3. Gently remove the jammed paper from the printer, and then replace the rear door.
  4. Plug the power cord back to the power source, and turn the printer on.
Try printing again. If the issue is not resolved, continue to the next step.

Step three: Clean the rollers

  1. Turn the printer off, and then unplug it from the power source.
  2. Push the two latch handles on the rear access door toward each other, and then remove the door.
  3. Wipe the paper rollers with a lint-free cloth lightly moistened with distilled or bottled water.
  4. Rotate the rollers with your fingers to clean all the way around.
    Figure : Cleaning the paper rollers
  5. Allow the rollers to dry completely, and then replace the rear access door.
  6. Plug the power cord back to the power source, and turn the printer on.
Try printing again. If the issue is not resolved, continue to the next step.

Step four: Open the top cover and clear the jam

  1. Turn the printer off, and then unplug it from the power source.
  2. Open the top cover, and clear the printer of any paper obstructing the paper path. If needed, gently move the printhead assembly to one side to remove the paper.
  3. Pull out the main tray, and replace it in the printer.
  4. Push the tray in as far as it will go until it is fully seated.
  5. If the paper tears when you are removing it from the rollers, check the rollers and wheels for torn pieces of paper. If you do not remove all the pieces of paper, more paper jams are likely to occur.
  6. If you are printing labels, see if any are missing from the label sheet. If any labels are missing, locate them inside of the printer and remove them very carefully.
  7. Plug the power cord back to the power source, and turn the printer on.
Try printing again. If the issue is not resolved, continue to the next step.

Step five: Reload paper and test the printer

  1. Load plain paper in the main tray.
  2. Press the Menu button () on the printer control panel.
  3. Use the arrow buttons () to highlight Print test page, and then press the OK button to print the test page.
If the issue is not resolved, continue to the next step.

Step six: 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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Country/Region: Flag South Africa

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