cartridge stuck - says paper jam but can't find paper

[LisaD0820]

HP Officejet Pro 9020  S/N [Personal Information Removed]  Printer indicates paper jam causing cartridges to be stuck.  Used canned air and can't find any paper.

[Nal_NR]

Hi @LisaD0820,

Welcome to the HP Support Community. 

I'd be happy to help you! 

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Check for obstructions in the carriage path

• Remove any loose paper or obstructions that might be blocking the carriage path.
• If the Cancel button on the control panel is lit, press it and wait until the printer is silent.
• Turn off the printer and disconnect the power cord.
• Open the cartridge access door to get to the carriage inside the printer.

EXAMPLES OF A CARTRIDGE ACCESS DOOR

• Make sure the carriage is not obstructed by gently sliding the carriage side to side.
• Look for and remove any obstructions in the carriage path, such as crumpled paper or dislodged labels.
•  CAUTION:
• Do not tilt an ink tank printer when attempting to remove obstructions as ink might spill.

EXAMPLE OF A PRINTER WITH AN OBSTRUCTION IN THE CARRIAGE PATH

• If the carriage has a latch, gently press it down to make sure it is locked into place.
•  CAUTION:
• If the carriage latch of an ink tank printer is secured, do not press down on it to avoid printer damage.

EXAMPLES OF THE CARRIAGE LATCH

• If the carriage is not locked in place, move it to each side, removing any obstructions blocking its path.
•  CAUTION:
• Do not force the carriage to move if it is locked or stuck. This can damage the printer.
• Close the printer door.
• Reconnect the power cord and turn on your printer.

Reset the printer

• Reset the printer to recover from printer errors or failures.
• If your printer has a rechargeable battery, remove it.
• 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.
•  NOTE:
• 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.

Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.

To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.

Hope this helps! Keep me posted for further assistance.

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