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‎05-27-2020 09:00 AM

HP Recommended
Product: HP 3831

Hi, I purchased an HP 3831 for Xmas for my Granddaughter and it has been working fine.  Just recently we needed to change the ink cartridges and since then it is displaying 'paper jam.'  We have followed various 'you tube' videos of how to unblock paper jams but without success there does not seem to be any paper stuck anywhere.  We've switched it off disconnected everything and tried again, but without success.  When it tries to take the paper it only seems to be pulling on one side so it doesn't feed properly and hence the 'paper jam' message.  I am a complete novice when it comes to technology but I have tried and failed miserably!  Would be glad of any advice that could be offered.  Thank you.

 

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2 REPLIES 2

‎05-27-2020 10:48 AM

HP Recommended

Crooked pulling is usually a sign that there is something stuck in the paper path. It can be a simple as bit of paper or label that has lodged inside. A bright flashlight is your best friend. Allow a page to jam and then examine the side of the printer where the paper has fed the shortest distance as this will be the side with the obstruction.

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‎07-06-2020 07:10 AM

HP Recommended

Hi, sorry for the delay in responding.  Unfortunately this did not resolve the issue - there are no signs of any paper jams anywhere.  However, when you look down the paper feed it looks like the roller is crooked - any suggestions?

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