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HP Recommended
macOS 10.13 High Sierra

I HAVE A MAJOR PAPER JAM!  I'm used to rescuing single-paper jams, but this time I have about a 1/4" thick amount!  I saw the

platform was bare and quickly tried to replenish the paper while the printer was operating, and it took the entire amount!  I tried to pull out the front sheet...and it tore.  And when I took the back off, saw the papers are all wrapped around the roller.  What's more, they are slightly skewed so that I can "just" fit my finger on one side, but the other is tight up against the device...and so I can't get the wad to budge.  I've entertained the idea of taking a carton knife and just slicing my way through until things are 'maybe' manageable to remove by hand.  Looking for screws or something to "undo" the printer to get at these papers--but they all look like they need "special screw drivers or tools" to make that happen.  Is there anything I can do?  --Thank you!

HP Support Agent
HP Support Agent
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I'd like to help!


 May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.



As this is a hardware issue,  you may contact HP in your region regarding the service options for your computer.


Follow the instructions below to reach them:


1) Click on this link -

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill the web-form and proceed further.


If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  


Have a great day! 


And, Welcome to the HP Support Community. 


Please click “Accept as 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

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