False paper jam message that will not clear

[CB0403]

HP ENVY5540 continues to show paper jam when there isn't one and despite doing all suggested actions in HP videos it still refuses to print. When print cancelled it returns to home screen but when try to print just makes clunk and other noises and then paper jam message appears.  Tried disconnecting for a while also and looked into firmware update but on trying to instal the update message said could not update my printer.  Thought of removing printer from Mac but not confident when said would remove all connected devices.  Would this remove my passport back up?  Non-tech-savvy senior.  Any suggestions other than a new printer.  Only just over 4 years old and has been working fine for our limited use.

[TEJ1602]

@CB0403, Welcome to HP Support Community!

Are you able to make photocopies on the printer?

If no, refer to the document Paper Jam Error to check for any jams inside the printer.

If the issue persists, it could be a hardware failure.

Please reach out to HP Support in your region regarding the service options for your printer.

Hope this helps!

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