Envy 7855 no longer works with glossy sticker paper

[danib07]

This just started happening today. The printer started feeding multiple pages of the glossy sticker paper I use. Then it made this weird, paper-jam sound when it feeds the paper correctly. When it goes print, the top part of the images are cut off or print at an angle. I've been using the same sticker paper brand with no issue until today. When it first made that sound, the printer blue-screened and had to restart. I never had that happen either.

I cleaned the rollers and it still happens. I'm also starting to get errors about a paper jam that isn't there.

[Garp_senchau]

@danib07, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Power Cycle and Reset the Printer

• Turn off the printer and unplug it from the power source for at least 10-15 seconds.
• Plug it back in and turn it on. This can help reset any software glitches or temporary issues.

Check Paper Tray and Paper Path

• Ensure the paper is loaded correctly in the tray (not overstuffed) and aligned properly.
• Make sure the glossy sticker paper is not sticking together or warped, which could cause multiple sheets to feed at once.
• Inspect the paper path for any small pieces of paper or debris that could be causing issues.

Check the Rollers

• Even though you've already cleaned them, check if the rollers are damaged or worn. Sometimes the rubber rollers can lose their grip and cause paper feeding issues.
• If the rollers look damaged, they may need to be replaced.

Verify Printer Settings

• Double-check your printer settings to make sure it is set for the correct paper type and size.
• Go to the printer settings and ensure that you have selected “glossy paper” or the equivalent to match your sticker paper. If set to a different paper type, this could lead to incorrect feeding and printing issues.

Check for Software/Driver Issues

• Ensure that your printer driver is up to date. If you are printing through a computer, an outdated or corrupt driver might be causing the issue.
• Go to the HP Support website and download the latest drivers for your printer model.

[Garp_senchau]

Perform a Printer Self-Test

• Most printers have a built-in self-test feature that you can run without connecting to a computer. This can help identify if the issue is hardware related.
• Consult your printer's manual to run a diagnostic test.

Examine the Printer’s Firmware

• If your printer has firmware, it may need an update. An update could resolve issues like the blue screen and feeding problems.
• Check the printer’s display screen for any prompts about firmware updates or visit the HP Support website for firmware troubleshooting.

Check for Paper Jam Error

• Since you're getting errors about a paper jam that isn't there, look for any sensors or switches that could be malfunctioning. Many printers have sensors to detect when a piece of paper is stuck. If one of these sensors is misaligned or dirty, it could cause the printer to think there’s a jam when there isn’t.
• Inspect the printer for any paper remnants or dust around the sensors that might be triggering a false paper jam.

Run a Printer Head Alignment

• If the images are printing at an angle or with the top parts cut off, you may need to perform a printer head alignment. This helps fix issues with print quality and image alignment.
• Follow the printer’s manual to run a head alignment or access this option from the printer's settings.

Test with Regular Paper

• Try printing on regular plain paper to see if the issue persists. This helps rule out the possibility of the glossy sticker paper being the problem. If the issue only occurs with the glossy paper, there could be something about that particular batch causing the feeding issue.

Reset Printer to Factory Settings

• If none of the above step's work, you might want to try resetting the printer to its factory default settings. Be aware that this will remove any custom settings or network configurations.
• This option can typically be found in the printer’s menu under "Settings" or "Restore Factory Defaults."

You may refer to the USER Guide for further assistance.

I hope these steps help resolve the issue

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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Regards,

[danib07]

Did all that with the exception of the factory reset with HP support. They deemed it a hardware issue since it only messed up glossy paper. Like I said before, it prints on plane, luster, and matte paper with no issue.

[Garp_senchau]

Hi @danib07,

Thank you for your reply 

Here are some steps you can try to help identify and possibly fix the issue:

You can refer to this post to check for any paper jams and inspect the printer path.

Rollers and Paper Path Inspection

• Inspect the Paper Feed Mechanism: The rollers may be worn or slipping, but there could also be an issue with the alignment of the paper path. Check if the glossy paper is causing friction when passing through the feed. Make sure there’s no buildup of paper fibers or adhesive residue that could be obstructing the path.
• Test with Different Thickness of Glossy Paper: Not all glossy papers are made the same. Some brands or types may have different coatings or thicknesses that could affect how the paper feeds. If the printer works fine with thinner glossy paper, the issue could be related to the paper’s thickness or coating.
• Manually Feed Paper: Try manually feeding the glossy sticker paper one sheet at a time to see if the printer picks it up correctly. This can help pinpoint whether the issue is with the automatic feed mechanism.

Examine the Paper Sensors

• Sensor Alignment and Cleaning: The printer has sensors that detect paper movement and paper jams. Even though you've cleaned the rollers, the sensors may be dirty or misaligned, which can cause the printer to misread the paper path, triggering a false paper jam. Use a microfiber cloth and gently clean any visible sensors, usually near the paper tray and the feed path.
• Check for Sensor Malfunction: If you can access the sensor mechanism, check whether it is physically damaged or malfunctioning. If the sensor doesn’t register that the paper has passed, the printer might assume there’s a jam.

Examine the Printer’s Mechanical Components

• Check the Paper Tray and Tray Alignment: Even slight misalignments in the paper tray or incorrect placement of the paper can cause feeding issues, especially when the paper is glossy and slick. Check the alignment guides and ensure the paper is placed correctly and securely in the tray.
• Inspect the Paper Feed Gears: Sometimes, there could be an issue with the internal gears that control paper movement. If they are damaged or not engaging properly, the paper may not feed consistently. This could explain why the printer only has issues with glossy paper (which might have slightly different characteristics than other paper types).
• Look for Mechanical Wear: Check for any signs of wear in the internal mechanical components like gears, levers, and the print head movement. If any of these components are worn or misaligned, it could lead to feeding issues and alignment problems with the print job.

Check the Printer's Firmware in Depth

• Downgrade the Firmware: If the printer had a firmware update recently and the issue started after that, try downgrading to a previous version of the firmware. Sometimes firmware updates can introduce new bugs or incompatibilities with certain types of paper.
• Check Firmware Logs: Some printers have a diagnostic log feature where they store error logs that might give insight into what the printer’s firmware is detecting. This can help in identifying specific errors or miscommunications between the paper type and the printer.

[Garp_senchau]

Driver Settings and Configuration

• Print in “Non-PostScript Mode”: If you're using a PostScript driver (especially with certain glossy papers), switch to the PCL (Printer Control Language) or another mode that might handle non-standard paper types better.
• Manually Adjust Paper Type Settings: In your printer settings, manually adjust the paper type and weight for glossy paper in a more granular way. For instance, some printers allow you to specify the weight of paper (e.g., 150-200 gsm for thicker glossy paper), which can help the printer adjust the feed mechanism accordingly.
• Print Settings: Sometimes print settings like paper size, paper tray, or orientation (landscape/portrait) can cause misalignment when printing. Ensure all of these are correct before printing.

Mechanical Reset of Printer's Paper Feed System

• Disassemble the Feed Assembly (if possible): This is a more advanced step and should be done carefully, but in some cases, you can partially disassemble the feed mechanism to check for obstructions, worn parts, or malfunctioning components. If this sounds too complex, consider professional service.
• Perform a "Feed Test": After cleaning the rollers and ensuring no obstructions are present, perform a manual feed test. This can be done by selecting "Feed Paper" or similar options from the printer’s control panel. This could help pinpoint whether the issue is with the automatic feeder or the internal paper handling components.

Testing with Various Paper Batches

• Try a Different Batch of Glossy Paper: If you are using the same batch of paper, try switching to a different batch or brand of glossy paper. Sometimes a specific batch can have inconsistencies in coating, weight, or texture that interfere with the paper-feeding process. If the printer works well with another batch, then the issue might be isolated to the paper itself.

Test on a Different Printer

• Verify the Paper Issue with Another Printer: If you have access to another printer, try printing with the same glossy sticker paper. If the issue persists with a different printer, it’s likely an issue with the paper. If the second printer handles it fine, the issue is most likely with the original printer hardware.

If none of these steps resolve the problem, it seems the issue could be due to worn hardware, such as rollers or the paper feed mechanism.

I hope these steps help resolve the issue

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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Regards,

[danib07]

The 7200 is giving me the same issue as the 7855. I don't have any other glossy paper. The only difference is the 7200 is jamming sometimes. The 7855 gave false errors. Any other paper type prints fine. I need a printer that can effectively handle gloss.

[Garp_senchau]

@danib07,

Welcome to the HP Support Community! 

We're here to help you tackle that printer issue! Don't worry, we've got your back! 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

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We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Regards,