HP Photosmart C309a Sensors for Phantom Paper Jam

[learner34]

I am getting an error to clear a paper jam in my printer, despite not seeing any paper jammed anywhere. I watched the online troublshoot video for this printer on this topic and followed its advice (e.g. clean rollers, reset printer, where to look for paper), but still recieve the error. I am wondering if there is any documentation on where the paper sensors are in this printer so I can locate them and see if any small piece of paper is blocking it. I could not find anything online. Thank you for the help.

[A4Apollo]

Hi! @learner34,  Thank you for joining the HP Forums!

I understand that you are getting paper jam error on your printer.

Don't worry I will try to help you out.

Did you make any changes on your printer?

Kudos to you for trying out few steps before reaching out to us.

Please provide the operating system you are running on your PC to assist you better.

Please try the steps recommended below.

Use the following steps to print a self-test report.
Load plain white paper in the input tray.
Press the Power button () to turn on the product.
Press the Setup button ().
Press the down arrow () to select Print Report, and then press OK.
Press the down arrow () to select Self-Test Report, and then press OK. The self-test report prints.

Refer this article to further troubleshoot paper jam issue.

Let me know if this helps!

Have a great day ahead! 🙂

[learner34]

Hi @MrRobot,  thanks for your message. I am using a Macintosh. I did not make any changes to my printer. I can not print out a self-test report because the paper jam error quickly comes back on after ignoring it. I already followed the steps outlined in the article, as they are the same as in the video online, to no avail. That is why I am looking for documentation on where the sensors are on this printer. 

[A4Apollo]

@learner34, Thanks for your quick response and time.

Kudos to you for trying out the steps.

Try the steps mentioned below.

Unplug the power cord from the product, and wait 20 seconds.
Press and hold # and 3 while plugging in the power cord to the product.
Release the buttons after the product starts up. The product will now be reset to factory defaults.

I'm afraid we don't have documentation about sensors on the printer.

It looks to be a hardware issue, please contact HP support for service options.

Link to contact HP.

Take Care! 🙂

[learner34]

Thanks for your reply. Resetting to factory defaults did not help, unfortuantely. I tried to contact support, but it would not allow me because it said my printer is out of warranty. Is this another way to ask about service options? When I use the Store Finder to search for service providers, all I get is an Oops! page. Thank you.

[A4Apollo]

@learner34, Thanks for your quick response and time.

As you mentioned you were unable to reach the support.

I will send you the telephone number for support in a private message.

Please contact the support and get the service options.

Have a great day ahead! 🙂