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Paperjam using HP premium photopaper in HP 8728

HP Recommended
HP 8728
macOS 10.15 Catalina

Every time I try to use a quality HP paper in the 8728 the printer jams and I have to remove the sheet from the back of the printer.  I have no problems with ordinary paper or thinner draft photopaper.  Premium  paper is designed to work on inkjet printers with no exceptions or warnings so should print without problems.

Is this a printer problem or can I adjust anything?  I am of course using the photopaper setting in the print routine. 

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HP Support Agent
HP Support Agent
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@jisb

 

Welcome to the HP Support Community.

 

What is the weight and size of this photo paper?

 

Make sure it's compatible with your Printer: https://support.hp.com/ph-en/product/hp-officejet-pro-8710-all-in-one-printer-series/7902014/documen... (see under paper-handling)

 

Also, please refer to this document: https://support.hp.com/in-en/document/c03801819

 

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!

 

Have a great day!


I am an HP Employee

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The paper is listed as being compatible with the 8728 - I checked before purchasing.  I have cleaned rollers as stated in the manual to no avail.  The paper consistently jams when loading except strangely when the printer is simply feeding paper through without attempting to print.  That tells me there is a problem with the roller settings for this thickness of paper even though the paper is listed as suitable or there are other parts which need cleaning.

Help please.

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