New Printer at Set Up Paper Jam and there has been no paper

[Dmh--99]

Have a brand new HP Officejet Pro 9015e.  I turn on the the printer and it says that it has a paper jam.  I have checked all areas of the printer and watch all videos on paper jamb.  I cannot find any paper jamb.  I've tried hard resets / waiting 2 minutes / etc.  I'm unable to move the cartridge area and cannot install the cartridges that came with the printer.  What do I do? 

[Raj_05]

Hi @Dmh--99,

Welcome to HP Support Community.  

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

If you've thoroughly checked for paper jams and are still experiencing issues with your HP Officejet Pro 9015e, there are a few additional steps you can take.

• Double-check for paper jams: Even if you've already inspected for paper jams, double-check the entire paper path, including the input and output trays, as well as the rear access door.
• Manually move the carriage: Ensure that the carriage, which holds the ink cartridges, can move freely. If it's stuck, try gently moving it back and forth to see if you can release any obstruction.
• Inspect the carriage path: Look for any obstructions along the path that the carriage travels. Sometimes a small piece of paper or debris can cause blockage.
• Remove ink cartridges: If you can't install the cartridges, it's possible that the carriage is obstructed. Try removing the ink cartridges and then gently move the carriage manually. This might help you identify the source of the problem.
• Reset the printer: Turn off the printer, unplug it from the power source, and wait for a few minutes. Then, plug it back in and turn it on. This can sometimes clear up minor issues.
• Check for hardware issues: Examine the printer for any visible signs of damage, particularly in the areas where paper travels and where the carriage is located. If you notice anything unusual, it might indicate a hardware problem.

Remember to handle the printer carefully and avoid applying excessive force when trying to resolve the issue.

I hope this helps. 
 

Take care and have a good day.

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Alden4
HP Support