Ghost Paper Jam

[gvelec]

We had a paper jam. My daughter pulls the paper w/o follow the steps. Then, I research and proceed to follow the steps you show in the support portal. All was supposed to be fixed but, the problem persist. All the pages were printed properly when I Diagnose with the "HP Smart", and "HP Print and Scan Doctor", then print the alignment page, and Quality Diagnose Page following the process. But when I restart and try to print the same problem "Paper Jam" comes back.

The next was to look in this community for the ([{"accepted solutions"}]) but nothing works.

I hope you can help because now my only solution is to buy a new printer.

[Nal_NR]

Hi @gvelec,

Welcome to the HP Support Community. 

I'd like to help!

Fantastic diagnosis! 

Well, if you have performed all the steps from this document, and still having issues, then the printer needs to be checked for hardware issues. 

to get this issue fixed, you will need additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!