HP OfficeJet 6962 error message h20180.www2.hp.com states paper jam but no paper jam is visible.

[Phillip19661]

Error message h20180.www2.hp.com  Paper jam but no paper visible anywhere inside printer

[Jay_G24]

Hi @Phillip19661,

I'd like to help!

Try the below suggestions -

Step 1: Look for jammed paper

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.

• Clear jammed paper from the input tray
• Clear jammed paper from the ink cartridge access area (rear access)
• Clear jammed paper from the automatic document feeder

If you have checked and removed any jammed paper from each printer area and the error persists, continue to the next step.

Step 2: Make sure the carriage can move freely

Make sure the carriage moves freely across the width of the printer.

1. Turn on the printer, if it is not already on.

2. Open the cartridge access door.

   

3. Wait until the carriage is idle and silent before you continue.

4. With the printer turned on, disconnect the power cord from the rear of the printer.

5. Unplug the power cord from the power source or electrical outlet.

      WARNING: 

   You must unplug the power cord to move the carriage by hand and reset the paper feed mechanism without the risk of electrical shock.

6. Use a flashlight to check for any paper or objects that might be restricting the carriage, and then remove any paper or objects that you find.

      CAUTION: 

   If the paper tears when you remove it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams can occur.

   

7. Reach inside the printer through the ink cartridge access door, and then manually move the carriage.

   • If the carriage is stuck on the right side of the printer, move the carriage to the left side of the printer.

   • If the carriage is stuck on the left side of the printer, move the carriage to the right side of the printer.

   • If the carriage is stuck in the middle of the printer, move the carriage to the right side of the printer.

8. Remove any loose paper or obstructions found.

9. Make sure the carriage can move freely across the width of the printer. Firmly push the carriage to the left side of the printer, and then push it to the right side.

10. Close the ink cartridge access door.

11. Reconnect the power cord and any other cables to the rear of the printer, and then turn on the printer.

Try to print. If the error persists, continue to the next step.

Step 3: Clean the paper feed rollers

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues.

• Clean the rollers from inside the ink cartridge access area
• Clean the duplexing rollers
• Clean the rollers in the ADF

Step 4: Reset the printer

Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Reset the printer, which might clear a false paper jam error, and then try to print again.

1. With the printer turned on, disconnect the power cord from the printer.

2. Unplug the power cord from the power source.

3. Wait 60 seconds.

4. Reconnect the power cord to a wall outlet and to the printer.

   NOTE: 

   HP recommends plugging the printer directly into a wall outlet.

   If the issue persists, I'd suggest you Contact HP in your region regarding the service options for your printer

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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