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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.
HP Recommended
HP Envy 5532
Hi. I decided to use the free batch of HP Advanced photo paper that came with our printer. We have had our printer a while, never had a problem with it and warranty expired December '16. Photo paper is getting jammed inside printer, paper is taken and sounds like it's being printed but then the message comes up saying there's a jam. I have followed all videos to clean paper rollers and the rollers underneath where the paper tray extends. I checked for torn paper particles. Someone else on this forum tried printing with photo paper weighted at 260gsm and it got jammed. How do I know the weight of this paper? my gut instinct says this paper is too heavy/thick. Any help please would be most useful!
5 REPLIES 5
HP Recommended

Hi @Hels40,

 

Hi @assasination368,

 

Thanks for stopping by the HP community. A very good day to you. 🙂 I reviewed the post regarding the photo paper getting jammed. I will be delighted to assist you here. 🙂

Terrific description and superb diagnosis of the issue before posting. Kudos to you for that. 🙂 You are a valued HP customer and it is paramount to assist you with it. I take it as a privilege to share this platform with you.

  • Does regular paper get jammed?
  • Is the printer connected directly to the wall outlet without power strips?

 

  • Please perform these steps.
  • Please try with normal paper and check if it works correctly if it has not been done. I am sure it has been done and it works correctly.
  • Then try a different brand of photo paper that matches the product specifications of the printer’s paper handling capacity.
  • For the product specs of the printer please click here and look up paper handling options.
  • Finally, if nothing works, please contact HP phone support the try and get the issue resolved.

     Step 1. Open link: www.hp.com/contacthp/

    Step 2. Enter Product number or select to auto detect

    Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

    Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.

    They will be happy to assist you immediately.



    If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

    To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

 

           Take care now and have a splendid week ahead. 🙂

 

 

DavidSMP
I am an HP Employee

HP Recommended
Hi, thanks for your help. I've already done all the steps you've mentioned but will only get assistance on a fee based system. I would just like to know (as other HP customers on this forum), have the same issue printing photo paper and paper that is under 250gsm. Many thanks
HP Recommended

Hi @Hels40,

 

I reviewed the post. Great troubleshooting. Kudos to you for persisting with patience to try and resolve the issue. 

  • What happens when you try to print with normal paper?
  • Did you also try a different brand of photo paper?

Let me know how this goes. I am there to assist you.

 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a splendid week ahead. 🙂

DavidSMP
I am an HP Employee

HP Recommended
Hi, printing normal paper is fine. I only once bought a cheap brand (Wilko) of A4 photo paper (170gsm) which printed ok, but photo paper was such terrible quality, ink smudged all over my fingers, you just could not handle the photo, I took it back to the shop for a refund. Oh and the printer is connected directly to the wall (socket)! X
HP Recommended

Hi @Hels40,

 

Great troubleshooting. Excellent persistence to try and resolve the issue. Hats off to you. I reviewed the post.

 

Please try these steps.

  • Please try making a few copies directly from the printer on this photo paper without any communication from the computer. I
  • f the paper still gets stuck, then you may need to check with a different brand of photo paper please that might do the trick for you
  • If the photo paper does not get jammed while copying, please uninstall the printer drivers from these steps:
  • n Windows, search for and open Programs and Features.
  • Select your HP printer.
  • Select Uninstall.
  • In Windows, search for and open Devices and Printers.
  • In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
  • Open up the run command with the "Windows Key + R" key combo.
  • Type printui.exe /s and click OK.
  • Click on Drivers tab.
  • Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
  • Select OK.
  • Remove all instances of the same.
  • Select Apply and OK on the Print Server Properties windows.
  • Close Devices and Printers. and follow the on-screen instructions. Make sure that the correct operating system is selected before installation.
  • Then reinstall the full feature software from this link:http://hp.com/drivers
  • Please update the printer's firmware from the same link.


    Let me know how this goes. I am there to assist you.

    To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

    Take care now and have a splendid week ahead

DavidSMP
I am an HP Employee

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