Warranty types Warranty removed from product: This product was designated to be returned to HP. Thus, the warranty has been removed from this product. Product sold by third party: This product was sold by a third party. Any warranty support needed would be completed by the third party that sold the product. Product has been exchanged: This product has been exchanged for a new or refurbished product. Please use the product number and serial numbers of the new product to validate warranty status.
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The product might make noises as though it is printing, but no paper moves through it. How to use the solutions in this document 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 Load plain white, U. Hold down the Power button , press the Cancel button , and then release both buttons. Prints self-test report. Solution one: Perform a reset Sometimes, restarting the product can clear a paper feed issue. Follow these steps to perform a reset. Step one: Reset the product With the printer turned on, disconnect the power cord from the rear of the printer. Unplug the power cord from the wall outlet.
Wait at least 15 seconds. Plug the power cord back into the wall outlet. Reconnect the power cord to the printer. Turn the printer on. Step two: Print a self-test report Print a self-test report. See the section on how to use these solutions at the beginning of this document. 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. Step one: Check the condition of the paper Remove the stack of paper from the tray. 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.
Examine the condition of the paper, and then replace any ripped, dusty, curled, wrinkled, or bent paper. 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. Tap the stack of paper on a flat surface to align the edges.
Make sure that the stack of paper contains no fewer than 10 sheets and no more than 25 sheets of paper. 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 Pull out the tray extender, and then flip open the paper catch. Figure : Pull out the tray extender Slide the paper width guide to its outermost position. Figure : Slide the paper width guide out Insert the paper into the input tray with the short edge forward and the print side down.
Slide the stack forward until it stops. Figure : Load the paper tray note: Make sure that all the paper in the stack is the same size and type and free from rips, dust, wrinkles, and curled or bent edges. Slide the paper width guide inward until it stops at the edge of the paper. Do not push the guides in so tightly that they bind against the paper. Figure : Slide paper width guide inward Step three: Print a self-test report Print a self-test report.
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 The product software contains a tool that you can use to clean the rollers and the paper path of the product. Use the following steps to run this automated tool. Remove any paper from the tray.
The Control Panel opens. Click Printers, and then right-click the appropriate product. The product drop-down menu displays. In the drop-down menu, click Printer Preferences. The Printing Preferences window opens. Click the Features tab, and then click Printer Services. The Paper Feed Cleaning dialog box displays. The cleaning process takes a few minutes. If the self-test report prints, but the original document does not, continue to the next solution in this document.
If the self-test report does not print, try printing the report again. Listen for the rubber paper pick rollers; you should be able to hear them rotating. Then, try slowly pushing the paper farther in until the roller engages to pick up the paper. Be careful not to push the paper in too far, which can cause paper jams. If the self-test report does not print when slowly pushing the paper farther in, repeat the previous steps to clean the rollers again.
If the issue continues after repeated cleaning, skip the next solution in this document, and then service the product. If the self-test report prints when slowly pushing the paper farther in, try printing the original document again.
The paper might not have been loaded far enough into the product. If the paper only feeds through the product when you slowly push it farther in, repeat the previous steps to clean the rollers again. 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.
Return to the document you were trying to print when the issue occurred. Click File, and then click Print. The Print window opens. Click the tab that provides paper type and size settings. From the Type is drop-down list, select the paper type that matches the paper in the product. From the Size is drop-down list, select the paper size that matches the paper in the product. For example, if you have If the required paper size is not in the drop-down list, follow these steps to create a custom paper size.
Select Custom from the Size is drop-down list, or the Custom tab. In the Custom Paper Size dialog box, type a name for the new custom size. In the Width and Height boxes, or the Width and Length boxes, type the dimensions. Select the unit of measurement, and then click Save. Open the Properties dialog box again, and then select the new custom size from the Size is drop-down list.
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 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.
Service or replace your HP product if the issue persists after completing all the preceding steps. If you are in Asia Pacific, you will be directed to a local service center in your area.
Repair fees might apply for out-of-warranty products. 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.
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