6x4 photos paper jam

[bazgreen]

my envy inspire 7920e refuses to print 6x4 photos from the photo tray and keeps jamming, I have re installed the printer updated the software, ... It did print one 6x4 photo when i first installed the printer but has refused to comply since

[Max3Aj]

@bazgreen, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
That sounds super frustrating—especially when it worked once and now refuses to print! Let's get your HP Envy Inspire 7920e to cooperate with the 6x4 photo paper. Here’s a step-by-step breakdown to troubleshoot and (hopefully) fix the issue:

Use Only the Photo Tray for 6x4 Paper

Make sure:

• You're loading the 4x6" paper in the dedicated photo tray (above the main tray).
• The paper guides are snug but not too tight.
• The paper is glossy side down (if applicable) and not curled or damp.

Check Paper Settings on Printer and Computer

A mismatch in settings can cause jams. Ensure:

• Paper size is set to 4x6 or 6x4 inches.
• Paper type is set to Photo paper (glossy or as applicable).
• Set these correctly in:
  • The printer’s control panel (if available).
  • Your print dialog box on your computer.

If using the HP Smart app:

• Go to Print Settings > Paper Source > Photo Tray.
• Set the paper size/type to match your loaded paper.

Clean Paper Feed Rollers

Dust or photo paper residue can make the rollers slip. Here’s how:

• Turn off and unplug the printer.
• Open access to the paper rollers (refer to your user manual).
• Use a lint-free cloth slightly damp with distilled water to gently clean the rollers.
• Let them dry fully before turning the printer back on.

Reset the Printer

Simple resets often fix weird paper feed bugs:

• With the printer on, unplug the power from the back.
• Wait 60 seconds.
• Plug it back in and turn it on.

Try a Different Pack or Brand of Photo Paper

Some printers can be picky. Try:

• Using HP-branded photo paper (4x6, 200–300gsm).
• A fresh, flat pack (curling can cause jams).

Update Firmware (not just driver/software)

• Go to Settings > Printer Maintenance > Update the Printer on the printer panel.
• Or via the HP Smart app: Settings > Advanced Settings.

Run HP Print and Scan Doctor (Windows Only)

• Download here.
• It checks for firmware, tray configuration, and paper feed issues.

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping! 

Max3Aj

HP Support