• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
Do you need the WPS PIN to connect your printer? Click here for tips and tricks!
Locked

‎09-18-2020 06:07 AM

HP Recommended
Product: Color LaserJet Enterprise MFP M577

Hello all, so I have a printer issue with our HP M577 LaserJet printer. 

 

It's showing a 13.B9.D2 jam error, but every time the jam is removed from the paper pickup roller, it gets caught again after a few pages are printed. Now, when these pages DO come out, the right top corner is either wrinkled or folded like a dog ear. 

 

From what I asked, someone ran label paper through this printer and some of the adhesive might be clinging to the rollers because it was fine previously. After cleaning off the wheels with designated solution for the rollers, this error continues to happen. 

 

Any ideas for a solution would be wonderful. Thank you for your time!

Category:
1 ACCEPTED SOLUTION

Accepted Solutions

‎09-18-2020 07:30 AM

HP Recommended

If it is dog eared on one side then most likely there is a partial label stuck in the paper path and you are going to make sure you get it out. You may need to floss the. paper path by using a heavier paper or piece of mylar to push through the paper path in the direction of travel. The problem with labels is that it could be stuck to a guide and difficult to remove.

If you find the information provided useful or solves your problems, help other users find the solution easier by giving kudos and marking my post as an accepted solution.
I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.



View solution in original post

Was this reply helpful? Yes No
2 REPLIES 2

‎09-18-2020 07:30 AM

HP Recommended

If it is dog eared on one side then most likely there is a partial label stuck in the paper path and you are going to make sure you get it out. You may need to floss the. paper path by using a heavier paper or piece of mylar to push through the paper path in the direction of travel. The problem with labels is that it could be stuck to a guide and difficult to remove.

If you find the information provided useful or solves your problems, help other users find the solution easier by giving kudos and marking my post as an accepted solution.
I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.



Was this reply helpful? Yes No

‎09-18-2020 01:58 PM

HP Recommended

hanks for the help, found the location where a small label was stick on the SIDE of a roller which was catching the paper.

Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.

Didn't find what you were looking for? Ask the community

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.