New app causing jam alert?

[Koll2]

I think the mystery paper jam alerts are due to an app update

[Hawks_Eye]

Hi @Koll2 

Welcome to the HP Support Community! We're here to help you get back up and running.

That’s a sharp observation—app updates can sometimes trigger unexpected alerts, especially if they change how the printer communicates with your system. 

To narrow this down, I’ll need to understand the full picture before diving into steps:

• Printer model: Which HP printer is showing the jam alerts?
• Device setup: Are you printing from Windows, macOS, Linux, or mobile?
• App details: Which app was updated—HP Smart, Diagnose & Fix, or another printing utility?
• Timing: Did the alerts start immediately after the update, or was there a delay?
• Behavior: Do you see the jam alert only in the app, or does the printer’s control panel also show it?
• Paper path: Have you physically checked the printer to confirm there’s no actual jam?

Getting clarity on these points will help isolate whether this is a software false alert or a genuine hardware issue. Could you walk me through those details?

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[Koll2]

Started immediately after app update.  There is apparently no way to go back to the previous app.

hp office jet pro 9018

can still print from phone, not from feeder

printing from iOS 

jam alert is only on touchscreen

ive spent an hour cleaning my paper paths, this seems like a false jam

what if I perform a factory reset?  Will that affect my ink subscription?

thank you!

App is just called HP

•  

[Koll2]

Hoping to hear back if you have any ideas based on my responses.  Thank you for your assistance!

[Hawks_Eye]

Thanks for replying @Koll2 

Thank you for sharing those details—it really helps narrow things down. I can understand how frustrating it must feel to see a jam alert after carefully cleaning the paper paths, especially when the printer still works fine from your phone. 

Let’s walk through this step by step to clear things up.

 

Key Points from Your Description

• Printer: HP OfficeJet Pro 9018
• Platform: iOS printing works, feeder does not
• Alert: Only on touchscreen, not in the app
• Timing: Started immediately after the HP app update
• Paper path: Already cleaned thoroughly, no physical jam found

 

What You Can Try

Power Reset

• Turn off the printer, unplug the power cord from the wall, wait at least 60 seconds, then plug it back in and power on.
• This clears temporary memory and can reset false alerts.

Check Feeder Sensors

• Even if the path is clean, dust or tiny scraps can block sensors.
• Open the feeder, gently wipe the rollers and sensor area with a lint‑free cloth slightly dampened with distilled water.
• Let it dry fully before closing.

Update Firmware

• On the printer’s touchscreen, go to Setup > Printer Maintenance > Update Printer.
• If the app update changed communication, the firmware update often restores compatibility.

Factory Reset Considerations

• A factory reset will remove custom settings like Wi‑Fi credentials and preferences.
• Your ink subscription is tied to the printer’s serial number, not its settings, so the subscription remains active.
• After reset, you’ll just need to reconnect the printer to your network and sign back into the HP app.

Test Alternate Paths

• Try printing a single‑page document from the flatbed scanner instead of the feeder.
• If that works, the issue is isolated to the feeder sensor logic rather than the entire paper path.

You’ve already done a great job cleaning and observing the behavior closely—that effort makes troubleshooting much smoother. If the reset and firmware update don’t clear the false jam, the next step would be to focus on the feeder sensor calibration.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye