New printer started saying paper jam after the firmware update but there's no paper in it

[aanzic]

I bought a new OfficeJet Pro 8022e AIO printer just a few hours ago. I set it up as it was defined in the instructions and during the alignment setup step the printer reported a "paper jam". I checked inside the printer, removed and re-inserted the paper tray and pressed the OK button. The error was cleared as it printed the page and told me to scan it to complete the head alignment.

After the HP Smart app setup on the PC finished I printed a PDF from **bleep**, I copied a document from the flatbed and scanned a document to the computer. Everything worked perfectly until I noticed the time was wrong, so I adjusted it. After setting the time the printer restarted and began downloading the latest updates (it said it would update before). After the update finished and the printer rebooted, it keeps reporting the 'paper jam' error, which I cannot get rid of whatever I do.

I checked if there are possibly any paper pieces inside the printer (the three papers I printed came out of the printer without any damage), but there were none. I removed the cartridges. I checked if there is any dust anywhere and wiped the inside pieces. I disconnected the power cord and left it for about 2 minutes. I tried a lot of things already, but the error is still there.

Can you help me fix the issue or have I bought a broken printer? Could the firmware update cause this error?

[Treeko]

Hi @aanzic 

Welcome to HP Support Community. 

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

I see that you are facing issues.

Request you to update printer firmware. Kindly refer to the steps on this link and let me know if that fixes the issue.

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!

I hope this helps.

Take care and have a good day.

Treeko

HP Support

[aanzic]

Thanks for your help.

The printer firmware update did not solve the issue as the issue was that there was some kind of white grease on one of the axles. After cleaning that, the printer stopped reporting the paper jam error and is now working.

The white grease was already on the axle when I got the printer, so I guess it got detached from something.