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BarbaraDG
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False paper jam on Hp Envy 5540. Have unplugged, restarted printer several times.

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HP Envy 5540
macOS 10.13 High Sierra

False paper jam!  Nothing is jammed.  Have tried everything, including removing ink cartridges, unplugging, restarting.  Sometimes will print. Usually gives me a false paper jam error.

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sandytechy20
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@BarbaraDG

 

Welcome to the HP support community.

 

Update the printer firmware

Here are the steps:- Click here

 

Make sure the carriage can move freely

  1. Turn on the printer, if it is not already on.

  2. Gently grasp the handles on either side of the printer, then raise the ink cartridge access door until it locks into place.

    The carriage moves to the center of the printer.

    Image: Opening the ink cartridge access door

  3. Wait until the carriage is idle and silent before you continue.

  4. With the printer turned on, disconnect the power cord from the rear of the printer.

       WARNING: 

    You must disconnect the power cord before reaching inside the printer to avoid the risk of injuries or electric shock.

  5. Use a flashlight to check for any paper or objects that might be restricting the carriage, then remove any paper or objects that you find.

       CAUTION: 

    If the paper tears when you remove it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams can occur.

  6. Reach inside the printer through the ink cartridge access door, then manually move the carriage.

    • If the carriage is stuck on the right side of the printer, move the carriage to the left side of the printer.

    • If the carriage is stuck on the left side of the printer, move the carriage to the right side of the printer.

    • If the carriage is stuck in the middle of the printer, move the carriage to the right side of the printer.

  7. Make sure the carriage can move freely across the width of the printer. Firmly push the carriage to the left side of the printer, and then push it to the right side.

  8. Make sure the carriage can move freely across the width of the printer. Firmly push the carriage to the left side of the printer, and then push it to the right side.

  9. Close the ink cartridge access door.

    Image: Closing the ink cartride access door

  10. Reconnect the power cord to the rear of the printer.

  11. Turn on the printer.

You can refer this HP document for more assistance:- Click here

 

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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ginam7
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I'm having the same issue - false paper jam error. Been through the suggestions here - https://support.hp.com/us-en/product/HP-ENVY-5540-All-in-One-Printer-series/5447939/document/c043483...  I was able to clear the error once last week, but not the second time today.  There is no firmware available for upgrade. Carriage is on the right. I am not able to move the carriage.

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sandytechy20
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@ginam7

 

This seems to be a hardware issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

  1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
  2. Select the country.
  3. Enter the serial of your device.
  4. Select the country from the drop-down.
  5. Click on "Show Options".
  6. Fill the web-form. A case number and phone number will now populate for you.

Cheers.

Sandytechy20
I am an HP Employee

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ginam7
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Thank you @sandytechy20. It does seem to be a hardware issue. I did find a solution. Can't find the post, but fortunately I remembered seeing where someone suggested trying to carefully move the plastic gear to free the cartridge carrier. That worked for me.

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sandytechy20
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@ginam7

 

Good to know that issue is resolved.

Feel free to contact us in the future if you need any assistance.

 

Cheers.

Sandytechy20
I am an HP Employee

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