False Paper Jam message on a brand new 9730e

[Brightmole]

I get "Paper Jam" on a brand new 9730e from Tray 1. All packaging removed, no paper jammed, Tray 2 plain paper prints OK, Tray 1 gives Paper Jam, it sounds as if it is not picking up the paper. Should I return the printer?

[Brightmole]

I found that if I reduced the amount of photo paper in Tray 1 it does print. It doesn't seem to be able to lift too much heavyweight paper. Is there a maximum amount of paper?

[Dragon-Fur · Accepted solution]

@Brightmole 

Welcome to the HP Community --

Yes, the specifications include the maximum number of sheets - tray capacity - for each paper type.

Scroll down to see specification details.

The printer supports paper sizes and types as listed in the specifications.

Including...

HP Advance Photo Paper at 250 gsm

Professional / Brochure paper at 180 gsm.

In particular, Photo Paper and / or Professional - Brochure paper might do better when fewer sheets are loaded into the tray.

Regardless --

If the maximum number of sheets are "too many" in the sense that the printer refuses to operate, reduce the number of sheets loaded in the input tray.

Heavier paper than what is supported can jam, balk, fail to align, or can result in spurious errors.

=========================

Load Paper / Load Media

Load the paper as instructed in the 

 User Guide - HP OfficeJet Pro 9730e Wide Format All-in-One Series

Starting on Page 11

Next,

Alert the printer to the paper size and type - Tray and Paper / Paper > Trays

Scroll down to see details / examples.

==========================

Printer - Specifications - Tray Capacity / Media

Printer - Input Capacity Specifications

Auto Document Feeder Capacity

Standard, 35 sheets

Tray(s)

Input Capacity Maximum (4 X 6 Photo)	Up to 50 sheets
Input Capacity Maximum (photo paper)	Up to 50 sheets
Input Capacity, Envelopes (primary)	Up to 30 envelopes
Input Capacity, Max	Up to 500 sheets
Input Capacity, Max, 10 X 15 cm Photo	Up to 50 sheets
Input Capacity, Max, Cards	Up to 50 sheets
Input Capacity, Max, Envelopes	Up to 30 envelopes
Input Capacity, Max, Labels	Up to 50 sheets
Input Capacity, Standard, Legal	Up to 250 sheets
Input Capacity, Std	Up to 500 sheets (Tray 1: up to 250 sheets, Tray 2: up to 250 sheets)
Input Capacity, Std (secondary tray)	Up to 250 sheets
Input Capacity, Std, Cards	Up to 50 sheets

Printer - Media Specifications

Media Handling, Document Finishing	Sheetfed
Media Size (facet)	Letter; A4; Legal; B5; Tabloid; A3
Media Sizes Custom (imperial)	Tray 1: 3 x 5 to 11.7 x 17 in; Tray 2: 8.5 x 11 to 11.7 x 17 in
Media Sizes Custom (metric)	Tray 1: 76 x 127 to 297 x 420 mm; Tray 2: 210 x 297 to 297 x 420 mm
Media Types	Plain; HP EcoFFICIENT; HP Premium Presentation Matte 120g; HP Tri-fold Brochure Glossy 180g; HP Brochure Matte 180g; HP Brochure Glossy 180g; HP Advanced Photo Papers; Light 60-74g
Media Weight Recommended (imperial)	16 to 28 lb, bond
Media Weight Recommended (metric)	60 to 105 g/m²
Media Weights Supported, By Paper Path (Imperial)	9 to 66 lb bond (plain media)
Media Weights Supported, By Paper Path (metric)	34 to 250 g/m²

==========================

EWS - Tray and Paper

Reminder

HP Smart / HP App Mobile might require that paper size / type is rechecked / adjusted before the content is opened for print.

Notes

Depending on the printer model, the Printer Control Panel touchscreen might provide access to Paper Size / Type settings immediately after the paper is (re)loaded into the appropriate printer intake tray.

Newer printer?  Touchscreen Printer Control Panel locked against making changes?  Try username "admin" and the PIN located on the sticker on the inside of the front door of the printer.

EWS

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Section Paper > Trays > click on Tray to configure

Next (as available)

Section Print > Default Print Options > Select default options / tray

EWS_9135_Tray_and_Paper_9

EWS_9135_Print_Default_Print_Options_9

===================================

Message Content References

Technology Tips - Video Gallery from our HP Expert greenturtle

 Technology Tips– YouTube Video Help for Printers

 HP Support Official Channel – HP Support Video Gallery

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References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Warranty Check, Alerts, Troubleshooting, Ink & Paper, HP Software & Drivers / Firmware Updates, Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

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