Paper jam when no paper jammed

[VickiBradshaw]

I have followed every step to try and clear this paper jam error even cleaned the rollers (hp support video) i have gone through the printer and there is zero paper jam i have even done a factory reset to try and clear the error and nothing works. Please help! 

[Philbroadstreet]

Try running a slighter thicker photo type paper.also super check all the plastic gears as even the tiniest scrap of unseen paper can cause this issue.Use a small drop of alcohol on a q -tip or small lint free cloth along the thin plastic clear horizontal strip then let fully dry

[VickiBradshaw]

I already use a very thick HP paper but I will try and go through the gears abs check for any tiny bits of paper. If this doesn’t help do you know if there is somewhere local I can take it for a repair as I couldn’t find anywhere online 

[Nal_NR]

Hi @VickiBradshaw,

Welcome to the HP Support Community. 

I'd like to help!

I understand that you are getting a false paper jam error, follow these steps to fix the issue.
 

Make sure the printer is on a flat surface

Turn on the printer, if it is not already on.

Wait until the printer is idle and silent before you continue.

While the printer is still on, disconnect the power cord from the rear of the printer, and then unplug the power cord from the power source or electrical outlet.

   WARNING: 

You must disconnect the power cord before reaching inside the printer to avoid the risk of injuries or electric shock.

Disconnect the USB cable from the rear of the printer, if you have a cable connection to the printer.

Turn the printer onto its right side so you can access its underside. Make sure to hold the printer firmly with one hand to avoid tipping.

Use a flashlight to check the surface directly under and around where the printer sits for the following:

Pieces of paper trapped in the input tray

Small, hard objects, such as cables, pens, pencils, and books

Soft or uneven surfaces, such as placemats or carpet-like material

Remove any obstructions that might remain.

Push in the input tray, and then turn the printer over to the upright position.

Reconnect the power cord to the rear of the printer, and then plug in the power cord to an electrical outlet.

Reconnect the USB or Ethernet cable, unless your printer is connected to a wireless network.

Turn on the printer.

The printer might go through a warm-up period and the carriage might move. Wait until the warm-up period finishes before you proceed.

Use the clean page smears automated tool

Turn on the printer, if it is not already on.

Make sure the printer is loaded with plain white paper.

On the printer control panel, swipe the display to the left, and then touch Setup .

Touch Printer Maintenance, and then touch Clean Page Smears.

The printer cleans the page smears.

Wait for the printer to eject the test page.

Refer to this HP document for more assistance:- Click here

Let me know how it goes.

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!

[Nal_NR]

Hi @VickiBradshaw,

As we did not hear from you, 
I'll be closing this case for now. If you need further assistance, feel free to reach out to us.