Brand New HP ENVY 7645 Says paper is jammed, no paper jammed........

[Carsmania]

Just unpacked a brand new HP Envy 7645 from Costco.  Went through setup, when it tried to align it said it was unable.  Then it said that there was a paper jam.   Unpluged it and looked for jam, no paper jammed anywhere.  Powered back on and continues to say paper jam.  I havent even printed anything on the unit yet.

[Devon_S]

Hello Carsmania,

Try following this document to ensure all steps have been covered:

http://support.hp.com/us-en/document/c04324958/

Ensure there are no remaining pieces of tape or cardboard in or on the printer.

In case that didn't resolve the issue, here is the troubleshooting steps for a paper jam on this printer:

http://support.hp.com/us-en/document/c04367621/

[Carsmania]

Thanks for the help.  I have followed both videos in their entirety and printer still gives me a Paper Jam error message.  I can assure that there is no paper jammed in the printer.  Also when I followed the video instructions, I turned off my printer using the power button as instructed.  Upon powering printer back on I recieved an error message that printer was not turned off properly, even though I did it exactly as the video.  Is my unit simply faulty?

Thanks agian for any and all help.

[Devon_S]

Hi Carsmania,

You'll receive that power off message when the printer suddenly turns off, it's just letting you know, it's not any indication of a fault. It appears you may have received a faulty device though, I agree with that. Costco does have a 90 day return policy, so you can always just exchange it and get up and running.

Sorry we couldn't get it fixed, when you exchange it and if you have any other questions feel free to post back here, or you can private message me.