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25 24 1 3
Message 1 of 11
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False Paper Jam Error Message

HP Recommended
HP Envy 5540
Microsoft Windows 10 (64-bit)

I have followed all the suggested solutions (e.g. looking for paper pieces, cleaning rollers, disconnecting from the power source, uninstalling completely and reinstalling software, etc.

 

None of these work.  However, the clue may be that when I run Scan Doctor and get to the step "Print a Test Page" this sometimes works perfectly or, if not, the subsequent step, "Print an Internal Test Page", always works.  After that, it usually prints part of the document that resulted in the original error message.  Then it will successfully print the document but next time I get the error message and have to go through all these steps again.

 

Please advise.  I have searched the forums and there appears to be a factory reset procedure.  Could that help?

10 REPLIES 10
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HP Support Agent
HP Support Agent
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Message 2 of 11
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@Snakes1000

 

Welcome to HP support community.

 

Perform a power reset

  1. Turn on the printer, if it is not already on.
  2. Wait until the printer is idle and silent before you continue.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Wait at least 30 seconds.
  5. Plug back the power cable straight to a wall outlet and printer without any surge protector.
  6. Turn on the printer.

Update the printer firmware

Here are the steps:- Click here

 

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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Message 3 of 11
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Hi Sandy,

 

I performed a power reset, as you suggested, and then downloaded the firmware executable.  However, when I run it, it finds my printer but it will not allow me to check the box to update the firmware.  Am I right in assuming this is because the status is "Up-to-date"?

 

What next?

 

I appreciate your support and need to get this sorted as I have really enjoyed this printer up until recently.

 

My logic leads me to believe:-

 

1) there is no paper jam as, after running through the Scan Doctor software "fix print" process,  it does print test pages (usually), internal print pages (always) and, then, it occasionally goes on to print the original document that initiated the "paper jam" error message.

 

2)  it is not the software as I have fully uninstalled that using Revo Uninstaller to ensure all trace files are removed and then have tried reinstalling the original CD-based installation software without allowing it to update to the latest version.  That doesn't solve it.  Nor, if I do update to the latest software.

 

3)  Firmware or factory reset seemed the most likely solution but that seems to have stalled.

 

Kind regards

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.....continued

 

In addition to the above, I have also tried selecting the Restore Factory Defaults in the Setup/Tools menu on the printer and a full reinstallation of the printer software (as the scanner would not then work - stating Driver missing as the fault) - all without any improvement, unfortunately.

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HP Support Agent
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Message 5 of 11
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@Snakes1000

 

This seems to be a hardware issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

  1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
  2. Select the country.
  3. Enter the serial of your device.
  4. Select the country from the drop-down.
  5. Click on "Show Options".
  6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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Message 6 of 11
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Hi Sandy,

 

I really appreciate your support but the process you describe does not lead to the web-form option and | have not been able to find it anywhere.

 

  1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true - THIS WORKS FINE AND A POP-UP SCREEN APPEARS SHOWING ALL THE COUNTRIES
  2. Select the country. - I CLICK ON THE UK FLAG AND IT TAKES ME TO THIS PAGE - https://support.hp.com/gb-en/contact-hp.  MY DEVICE IS SHOWN BUT THERE IS NO OPTION TO DO ANY OF THE FOLLOWING
  3. Enter the serial of your device.
  4. Select the country from the drop-down.
  5. Click on "Show Options".
  6. Fill the web-form. A case number and phone number will now populate for you.

I look forward to you providing the revised process that, perhaps, you could check does lead to the option of a page where I can complete a web-form to raise a case, as you suggested.

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HP Support Agent
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@Snakes1000

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

Sandytechy20
I am an HP Employee

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Eventually, even when requesting a test print or an internal print, I received the paper jam error message.  Typically, this was on the day that HP technical support called me!

 

The upshot was that I decided that I would have to abandon this issue and buy another printer.  HP kindly provided a cashback voucher and a 3-month instant ink voucher.

 

Thanks again Sandy.

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@Snakes1000

 

The appropriate team will get in touch with you.

 

Sandytechy20
I am an HP Employee

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