Ghost paper jam

[Mark_moo]

My printer is registering a paper jam that just isn't there - nothing I do seems to have any effect. I have cleaned and checked and triple checked. 

[Anand_Andy]

Hi @Mark_moo,

Welcome to the HP Support Community

I understand you are facing a false paper issue with your HP ENVY 5010 Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Does the copy work fine?
• What application are you trying to print from?
• How is the printer connected to your PC?

While you respond to that, Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

If the issue persists, then please follow the steps mentioned in this document: HP DeskJet, ENVY 5000 Printers - Paper Jam Error

Hope this helps! Keep me posted. 

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