05-15-2018 12:03 PM
I have the same problem I think. Brand new printer straight out of the box. Box and machine appeared perfect on arival. During initialisation despite much whirring it cannot pick up paper for its first test page and screen says 'Paper Problem'. Video suggests treat as paper jam. There is no paper jam - there is no paper in the machine other than in the tray and that stays where it is! I've tried all the suggestions on the HP on line support page. Paper is standard Xerox 80g/m2. Have tried with paper tray with a few sheets , 25 sheets, 50 sheets and full to the brim. I cannot interact with a real person at HP for a while - I am at work. Please can anyone suggest anything.
Solved! Go to Solution.
05-15-2018 02:35 PM
you can try a different ream of paper to see if there were any environmental factors hindering the pickup (too much moisture in paper, static electricity blah blah etc). most likely though the paper pickup assembly went bad. if its still under warranty send it back.
05-16-2018 10:21 AM
To complete the story - I worked through the issue with Hp support via the online chat. We went through some diagnostics and checks at the end of which the verdict was to replace the printer under warranty. Whilst disappointing to have to do this at all, HP support was very good and clear by this route.
It now appears the return waybill label that was supposed to be in the box wasn't and I'm having to go through an extended process because HP logistics is closed for the evening.
Hopefully the end.