paper jam envy 7640 eprinter

[S_R24]

Envy 7640 e printer , i took paper out, still getting the message there is a paper jam, i have done all the stuff recommended online, any ideas please?  many thanks. 

[Betty0610]

@S_R24

Welcome to the HP Support Community.

Try connecting the Printer to a different wall outlet directly.

Also, try a firmware update: https://support.hp.com/in-en/document/c02919168

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

[S_R24]

Thank you  but i can't get the printer to connect to the webserver, not sure if that is our end or HP end?  I tried using a different wall outlet, and have cleaner the printer all over again, but no luck.  Please keep sending me more ideas to try.

Many thanks.

Sophie 

[Betty0610]

I recommend you to contact the HP Support Team regarding this as this could be a hardware issue.

Link: www.hp.com/contacthp/

Note:  Select the country accordingly to get the contact details for support.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[S_R24]

I can't do firm update as printer won't talk to computer because of the paper jam.

where is the sensor please?