Smart Tank Plus 551: The paper feeds fine, but it jams inside. Paper is actually crushed.

[JTK210]

I have a Smart Tank Plus 551. The paper feeds fine, but it jams inside the machine, right under the print heads. And it doesn't just stop, the printer crushes the paper. It's folded up like an accordion. I've tried all the HP self-help tips, but it appears the paper isn't following the correct path once inside. Not sure how to fix this...

[Sneha_01]

Hi @JTK210,

Welcome to HP Support Community.

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

• Clear jammed paper from the printer
• Paper jams can occur in multiple areas of the printer. If you cannot find the paper jam in one area, continue to the next area until the jam is located.
• Clean the paper rollers in the input tray
• Dust, paper fiber, and other debris might accumulate on the pickup roller and cause paper feed issues. Clean the paper rollers in the input tray.
• Reset the printer
• Reset the printer to recover from printer errors or failures.
• With the printer turned on, disconnect the power cord from the printer.
• Unplug the power cord from the power source.
• Wait 60 seconds.
• Reconnect the power cord to a wall outlet and to the printer.
• HP recommends plugging the printer directly into a wall outlet.
• Turn on the printer to complete the reset.
• Service the printer
• Service or replace your HP product if the issue persists after completing all the preceding steps.

Please follow the steps in this link: https://support.hp.com/us-en/document/ish_4513496-4037396-16

I hope this helps.

Take care and have a good day.

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Rachel571 

HP Support

[JTK210]

Rachel,

Thanks for your suggestions. These solutions did not correct the problem. The paper pulls fine, but it gets jammed in the center of the printer below the print heads. It appears something is misaligned.. 

[Sneha_01]

Hi @JTK210 ,

We apologize for the inconvenience, but it seems that the issue needs a hardware repair.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

They can help you with the unit repair or part replacement.

I request you talk to HP Phone Support and they will help you to sort it out as it requires advance support or repair.

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support