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HP Photosmart Premium TouchSmart Web All-in-One Printer (C309n) - 'Out of Paper' Error Message and the Printer Does Not Pick Up or Feed Paper

Issue
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 page. This step determines if the product hardware functions correctly. When you have resolved the issue, and the product successfully prints a self-test page, there is no need to continue troubleshooting.
How to print a self-test page
  1. Load plain white paper in the input tray.
  2. On the product touch screen, touch Setup.
  3. Touch Tools.
  4. Touch Printer Status Report. The self-test page prints.
Try to print a self-test report after every solution even if the solution resolves the issue.
Solution one: Perform a power reset
Sometimes, restarting the product can clear a paper feed issue. Follow these steps to perform a power 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 self-test page
Print a self-test page. See the section on how to use these solutions at the beginning of this document.
  • 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 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.
  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
  1. Open the tray.
    Figure : Open the tray.
    Illustration of opening the tray.
  2. Slide the paper width guide and the paper length guide to their outermost positions.
    Figure : Slide both paper guides out
    Illustration of sliding out the paper guides.
  3. Load a stack of plain white, U.S. letter or A4 size paper into the tray.
    Figure : Load paper
    Illustration of loading paper.
  4. Slide the paper width guide and the paper length guide in until they touch the edges of the paper.
    Figure : Slide both guides in
    Illustration of sliding both paper guides in.
  5. Close the tray.
    Figure : Close the tray
    Illustration of closing the tray.
Step three: Print a self-test page
Print a self-test page. See the section on how to use these solutions at the beginning of this document.
  • 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 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)
    • Clean, lint-free cotton swabs
  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 buttons on the sides of the two-sided printing accessory (duplexer), and then remove the duplexer by pulling it away from the product.
      note:
    Your product might not look exactly like the one in the figure, but the steps are the same.
      Figure : Remove the duplexer
      Photograph of pressing buttons and removing duplexer
    1. Press the buttons on the sides of the duplexer
    2. Pull the duplexer out of product
  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 : Look for the pick rollers here
    Photograph of the place in the rear access area to look for the pick rollers
    Figure : The pick rollers
    Photograph of the pick rollers
  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.
Step two: Check the rollers in the duplexer
  1. Press in the buttons on the latch on the rear of the duplexer, and then lower the cover.
      Figure : Open the duplexer
      Illustration of opening the duplexer
    1. Latch on the back of the duplexer
    2. Duplexer cover
  2. Check the paper feed rollers on the duplexer to make sure that they are clean, free of paper bits, and rotate freely.
    Figure : Check the rollers on the duplexer
    Photograph of checking the rollers on the duplexer
  3. Clean the surface and the rollers of the duplexer the same way you cleaned the rollers inside the product.
  4. Allow the rollers of the duplexer to dry for 10 or 15 minutes.
  5. Gently push the duplexer into the product until it snaps firmly into place.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button () to turn on the product.
Step three: Print a self-test page
Print a self-test page. See the section on how to use these solutions at the beginning of this document.
  • 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: 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. This feature of the product helps to avoid wasting ink and paper if the paper is not what you expected.
  1. Return to the document you were trying to print when the issue occurred.
  2. Click File, and then click Print. The Print window opens.
    Figure : Click File, and then click Print
    Illustration of clicking Print under the File menu
  3. Click the button that opens the Properties dialog box. Depending on the software program, the button might be Properties, Options, Printer Setup, Printer, or Preferences.
  4. Click the Paper Quality or Features tab.
      note:
    The exact names of some of the settings in your program might be slightly different than those described here.
  5. From the Paper type drop-down list, select the paper type that matches the paper in the product.
  6. From the Size drop-down list, select the paper size that matches the paper in the product.
    For example, if you have 101.6 x 152.4 mm (4 x 6 in) photo paper loaded in the paper tray, select 4x6in. or 4x6in. (tab).
    If the required paper size is not in the drop-down list, follow these steps to create a custom paper size.
    1. Select Custom from the Size drop-down list, or the Custom tab.
    2. In the Name dialog box, type a name for the new custom size.
    3. In the Width and Length boxes, type the dimensions.
    4. Select the unit of measurement, and then click Save.
    5. Click OK to close the Custom Paper Size dialog box, and then click OK again to close the Properties dialog box.
        note:
      You must exit the Properties dialog box to apply your changes.
    6. Open the Properties dialogue box again, and then select the new custom size from the Size drop-down list.
  7. Click OK, and then click OK again to print the document.
  • 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 were trying to print on, or possibly a connectivity problem. Review the Cause and Prevention sections at the end of this document to check other possibilities.
  • If the document does not print, continue with the next solution.
Solution five: Service the product
If the product printed a paper status 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.
Contacting HP for service in all countries/regions except Asia Pacific.
If you completed all the preceding steps and your product still has an issue, service the product.
Check your product warranty to determine if your product is still under warranty, and then go to Contact HP Support to schedule a repair or replacement.
Repair fees might apply for out-of-warranty products.
IMPORTANT: Only service the product if you have already tried all of the previous solutions and the product does not print a self-test page on plain white paper.
Prevent paper feed issues
Follow these guidelines to help prevent paper feed issues:
  • Load at least 10 sheets of paper into the tray, but do not overload the tray.
  • Load paper correctly, and then push the paper all the way into the tray.
  • Use only one type of paper at a time in the tray.
  • Store paper in a cool, dry place.
  • Use only clean unused paper in the tray.
  • Reload paper that has been in the photo tray for a time. Avoid printing on paper that is dusty.
  • Wait for the product to complete a job or to display an 'Out of paper' message before reloading paper.
Cause
Any of the following issues can cause this issue:
  • The paper trays are empty or overloaded.
  • The paper is curled.
  • The print side, or shiny side, of the paper is not loaded in the tray face down. For photo paper, always load the rougher side of the paper facing up.
  • The paper is too slick for the product.
  • The paper might not be engaged with the feed rollers.
  • The paper-width guide is pressed against the paper stack too tightly.
  • The paper tray is not completely inserted into the product.
  • The paper settings in the print driver do not match the paper loaded in the paper tray.
  • The rubber paper-feed rollers are dusty.

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