Paper jam

[Jogkerr]

Hi. I just brought a new ink jet hp printer and it keeps saying paper jam at the top copier. I have not used it, there is no paper. It does still print but I can't used the top copier which is why I brought it. I reset it and that was a faf. It's still showing paper jam. Can I get through to support no, not unless I ring and I can't do that. Messenger and wassap don't work. Any help anyone as I got a few bold patches from taring my hair out. 

[Sneha_01]

Hi @Jogkerr,

Welcome to HP Support Community.

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

I’m sorry to hear about the trouble with your new printer! It’s frustrating when things don’t work as expected, especially with a new device. Here’s a step-by-step guide to troubleshoot the paper jam error on your HP printer, specifically for the top copier (scanner):

Troubleshooting Steps for Paper Jam Error

Check the Paper Path:

• Even if there’s no paper in the printer, debris or a small piece of paper might be causing the issue. Carefully check all the paper paths, including the input tray and output tray, for any obstructions.

Open and Close All Access Doors:

• Open all doors and access panels, including the front panel, rear panel, and any other removable parts. Close them securely. Sometimes, paper jam errors can be triggered by doors that aren’t fully closed.

Inspect the Top Copier/Scanner Area:

• Open the top copier (scanner) area and check for any pieces of paper or foreign objects that might be causing a jam. Gently remove anything that doesn’t belong.

Check the Paper Tray:

• Ensure that the paper tray is properly aligned and seated in the printer. If the tray is not inserted correctly, it can trigger a paper jam error.

Reset the Printer:

• Turn off the printer and unplug it from the power source. Wait about 60 seconds before plugging it back in and turning it on. This can sometimes clear error messages and reset the printer’s sensors.

Perform a Printer Self-Test:

• Consult the printer’s manual for instructions on performing a self-test or diagnostic print. This can help identify if there’s a specific issue with the printer’s functions.

Update Printer Firmware:

• Check if there’s a firmware update available for your printer. Sometimes, firmware updates can resolve issues with the printer’s functionality. You can typically do this through the HP Smart app or by visiting the HP website.

Check for Software or Driver Issues:

• Make sure that you have the latest printer drivers installed on your computer. Outdated drivers can sometimes cause functionality issues.

Consult the Printer Manual:

• The printer manual may have specific troubleshooting steps for paper jam errors. Look for a section related to paper jams or error messages.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support