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Locked

‎05-07-2020 05:14 AM

HP Recommended
Product: Envy 5010
Operating System: Microsoft Windows 10 (32-bit)

Envy 5010 printer

Paper jam, could not clear

Will not shut down

 

1 REPLY 1

‎05-14-2020 05:27 AM

HP Recommended

@SUEC3, Welcome to HP Support Community!

 

I see that the printer is in an error state, to be able to assist you better, I'd like to know the following-

 

What happens when you unplug the power cord from the printer and reconnect?

Is there a physical paper jam on the printer that cannot be removed?

 

Meanwhile, try the steps below-

 

  1. Turn the printer on, 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. Unplug the power cord from the wall outlet.
  5. Wait at least 60 seconds.
  6. Plug the power cord back into the wall outlet.
  7. Reconnect the power cord to the rear of the printer.
  8. Turn on the printer, if it does not automatically turn on.
  9. Wait until the printer is idle and silent before you proceed

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

 

Keep me posted for further assistance.

TEJ1602
I am an HP Employee

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