new set up thinks there's a paper jam but there is not

[andrewsbi]

8015e says there's a paper jam, but I don't see one. It won't allow me to complete set up

[Hawks_Eye · Accepted solution]

Hi @andrewsbi 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thanks for sharing the issue. I understand how frustrating it is to face a paper jam error during the initial setup of your HP ENVY Inspire 8015e, especially when there’s no visible jam. 

This type of issue is sometimes caused by misfeeds, leftover packaging material, or sensor errors — all of which can usually be fixed at home with a careful step-by-step check.

Let’s go through a structured checklist to resolve it:

1. Power Reset the Printer

This simple step often clears false paper jam errors:

Turn off the printer.

Disconnect the power cord and USB cable (if connected).

Wait 60 seconds.

Reconnect the power cord and turn the printer back on.

Check if the error clears.

2. Remove Any Remaining Packing Material

Since this is a new setup, ensure there are no orange tape strips, foam inserts, or cardboard remaining inside the printer:

Open the ink cartridge access door and carefully check inside.

Check the input and output trays for small bits of packaging.

Inspect near the rear access panel if available — gently remove it and check for any obstructions.

Even a small piece of tape or foam can cause this error.

3. Check All Paper Paths

Carefully inspect all areas where paper moves through the printer:

Front and Rear Areas:

Remove any paper from the input tray.

Open the front cover, and look inside using a flashlight.

If your model has a rear access door or duplexer, open it and check for paper or bits caught in rollers.

Inside the Carriage Area:

Open the cartridge access door.

Gently move the carriage (ink holder) side to side.

Look for any small scraps of paper or packaging stuck near the rollers.

4. Manually Rotate Rollers

If accessible, gently rotate the pickup rollers with your finger to ensure they aren’t stuck.

Do not force them — just make sure nothing is jamming the movement.

5. Run a Clean Cycle (if it boots)

If the screen becomes responsive:

Navigate to Settings > Printer Maintenance > Clean Paper Path.

This can clear stuck sensors or minor dust buildup.

6. Update Firmware (if possible)

If you’re able to proceed with setup partially via the HP Smart app, it may allow a firmware update — this can help clear false jam errors.

You can download the latest version here:
HP Smart App – Windows/Mac/iOS/Android

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye