It doesn't grab the second sheet paper when I make self-adhesive photo paper (Smart tank 520)

[Loree95]

Good evening, I can't get my new printer to print two sheets in a row without the paper jamming. When I print 115g sheets of self-adhesive photo paper, it prints the first sheet just fine and the second one gets stuck and error 4 appears (Paper jam). I bought the printer 2 days ago and it prints the normal 70g sheets fine, it doesn't make a printout. It's as if the roller doesn't have an outlet and it gets stuck. Is this a problem with the printer I have and do I have to take it in for warranty or is there something wrong with the settings? I tried with HP photo papers, other inkjet photo papers, plain paper and HP professional or glossy brochure paper.

HP Smart Tank 520 series printer

[Sneha_01]

Hi @Loree95 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds frustrating to have issues with your new HP Smart Tank 520 printer, especially with the self-adhesive photo paper. Here are some troubleshooting steps you can try to resolve the paper jam issue:

1. Check Paper Loading

• Ensure that you are loading the self-adhesive photo paper correctly in the input tray. Make sure it’s aligned properly and that the paper guides are snug against the paper without bending it.

2. Use the Right Paper Settings

• In the print settings on your computer, make sure you select the appropriate paper type for self-adhesive photo paper. Sometimes using “Photo Paper” or “Glossy Paper” can help the printer adjust its settings for better handling.

3. Check for Obstructions

• Open the printer and check for any debris or pieces of paper that may be stuck in the paper path. Even small bits can cause jams.

4. Adjust Paper Type and Weight

• Since your printer handles regular 70g paper well, but struggles with the 115g self-adhesive paper, check if your printer can accommodate the weight of the photo paper. Sometimes, using a slightly lighter paper or different brand can help.

5. Clean the Rollers

• Sometimes, the rollers can get dirty or sticky, making it difficult for them to grab thicker paper. Use a lint-free cloth slightly dampened with water to clean the rollers gently. Allow them to dry completely before trying to print again.

6. Update Firmware and Drivers

• Ensure that your printer’s firmware and drivers are up to date. You can check for updates via the HP Smart app or on the HP website.

7. Test with Different Media

• Since you've already tried several types of paper, focus specifically on the self-adhesive photo paper and consider trying a different brand or batch if possible. Sometimes, specific paper qualities can cause issues.

8. Check for Printer Settings in HP Smart

• Open the HP Smart app, go to your printer settings, and check for any specific settings related to media handling that might help.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support