HP Smart Tank 790 All-in-One Duplex not working

[MagicalMarc]

When I print doublesided, the printer prints the first side, but as it retracts the page, there is  a point where it gets audibly blocked.

From that point, the page cannot go further back.

It then reports a paper jam,

When I clear the jam, it simply repeats.  It could print singlesided with no problems, but I need the Duplex feature.

my second 790 is still printing fine.

[Anand_Andy]

Hi @MagicalMarc,

Welcome to the HP Support Community

I understand you are facing a paper issue with your HP Smart Tank 790 All-In-One Printer. Not to worry I will help you to get a resolution to resolve the issue.

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 Smart Tank Printers - 'Paper Jam' error
 

Make sure you use the correct paper size and also the alignment is set correctly on the application which you are trying to print from. 

You may refer to this document: Print on both sides of the paper with an HP printer

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[MagicalMarc]

Thank you for your input.  I did get some help from the helpdesk.

It had done a firmware update, and suddenly the drivers were the problem.

Not very impressed that HP makes changes that cause disruptions like that.

The printer was working fine beforehand, and then the updates break it...

I do appreciate that the helpdesk and yourself were willing and able to assist.

Thank you

[Anand_Andy]

 @MagicalMarc,

That's great! Happy to hear that the issue is resolved now. 

If you need further assistance feel free to reach out to us. 

Have a great day ahead!

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as Solution" and "Kudos, Thumbs Up" buttons on the public post, that'll help us and others see that we've got the answers!