HP PHOTSMART PLUS ROLLER JAM

[PrinterMilan_1]

How can I get my rollers to work? 'Re-insert or lower the phototray' is the error message, but the rollers do not lower themselves to catch the paper when a print job is being prepared - then it displays the error message. I've cleaned the rollers, reset the printer, ran HP diagnostics and nothing has worked. 

[Betty0610]

@PrinterMilan_1

Welcome to the HP Support Community.

Try the steps from here that you haven't: https://support.hp.com/in-en/product/hp-photosmart-plus-e-all-in-one-printer-series-b210/4021933/doc...

Let me know if this helps.

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

Thanks!

Have a great day!

[Shadow11990]

I started to close the tray so I could pull it off its stand to get to the back. The tray wouldn't close (I noticed it was a little off, from closing) so I pulled it out and moved it back and forth and when I seen that the tray was able to close correctly I tried to print and it worked fine. For any future people having this issue ck that its not off kilter before thinking its toast. Thanks for putting up the diagram