Officejet 6500A Plus will not pick up paper

[Shazambo]

My Officejet 6500A Plus will not pick up paper when trying to print. I have performed all of the items under the repair screen (twice) - I,E. - cleaning rollers, powering on/off, etc...    When I do these and then print the Printer Status Report it will print the report. Then I tell it to print something and it will not pick the paper up and tells me it is out of paper. I tried to print another status report and it told me it was out of paper. The printer is several years old. Is it time to get another one? It prints great when it works.

[Drakster]

Hi @Shazambo,

Welcome to the HP Support Forums!

I understand that you're experiencing issues with you  HP Officejet 6500A Printer, not picking up paper. I would be happy to help you and please remember to return to this thread and mark 'Accept as Solution', if I have successfully

helped you resolve the issue. 

First, we need to determine if you're experiencing a hardware or software glitch.

It sounds like you have performed the troubleshooting steps needed to resolve the issue, however the issue could be paper sensor not working correctly or the hardware is failing.

What I would do is update the printer's firmware and repeat the cleaning steps again, being very thorough. Once you have completed those steps. 

Condition the paper pick.

Load a blank sheet of paper on the flatbed scanner.

Reload 50 sheets of paper into input tray (fresh clean paper).

Press Copy x 20. 

See if the printer will perform 20 blank copies. If the printer does this seamlessly, I would say that the hardware is alright. 

NOTE: Never load more than one type of paper into the input tray at one time. 

Click here to update the printer's firmware. 

I would try the steps within this guide, An 'Out of Paper' Message Displays for HP Officejet 6500A e-All-in-One Printer Series. 

This document is for the HP Officejet 6500A e-All-in-One Printer Series.

The printer does not pick up or feed paper from the tray, and An 'Out of paper' message displays on the control panel. The printer might make noises as though it is printing, but no paper moves through it. Check the condition of the paper, make sure that the printer rests on a flat surface, adjust the paper settings in the print driver, and clean the paper feed rollers to resolve the issue. In some cases, you need to service the printer.

Experiencing frequent feed issues?

The following recommendations can help prevent recurring feed issues in your HP product.

• Load at least 10 sheets of paper into the tray, but do not overload the tray.
• Load paper correctly, and then push the paper all the way into the tray.
• Use only one type of paper at a time in the tray.
• Store paper in a cool, dry place.
• Use only clean, unused paper in the tray.
• Reload paper that has been in the photo tray for more than 30 minutes. Avoid printing on paper that is dusty.
• Wait for the product to complete a job or to display an 'Out of paper' message before reloading paper.

Causes

The following factors can cause feed issues.

• The paper trays are empty or overloaded.
• The paper is curled.
• The print side, or shiny side, of the paper is not loaded in the tray face down. For photo paper, always load the rougher side of the paper facing up.
• The paper is too slick for the product.
• The paper might not be engaged with the feed rollers.
• The paper width guide is pressed against the paper stack too tightly.
• The paper tray is not completely inserted into the product.
• The paper settings in the print driver do not match the paper loaded in the paper tray.
• The rubber paper feed rollers are dusty.

IMPORTANT: Try to print a self-test report after every solution even if the solution resolves the issue.

This video shows how to fix paper pick up issues in the HP Officejet 6500A printer

Click here to see this video in full screen on YouTube.

Solution one: Turn the product off and then on again

Follow these steps to turn the product off, and then on again to reset the printing mechanism.

Step one: Turn the product off and then on again

1. Press the Power button () to turn off the product.
2. Wait at least 30 seconds.
3. Press the Power button () to turn on the product.

   NOTE: The product might go through a warm-up period. The product lights might flash and the carriage might move. Wait until the warm-up period finishes before you proceed.

Step two: Print a self-test report

The following video demonstrates how to print a self-test report.

NOTE: This video shows the HP Officejet 6500. The outside of the product might not look the same as your product, but the steps are the same.

If you have trouble viewing the video, or to view the video in a different size,

click here to play the video on YouTube

1. Load Letter or A4, unused, plain white paper into the input tray.
2. On the product control panel, touch the Right Arrow () to display the second navigation screen.
3. Touch the Setup icon (). The Setup Menu displays.
4. Touch the Down Arrow (), and then touch Reports.
5. Touch Print Quality Report. The print quality diagnostic report prints.
   Figure : Example of a print quality report

   

• If the self-test report prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
• If the issue persists, continue with the next solution.
• If the self-test report does not print, continue with the next solution.

Solution two: Check the condition of the paper, and then reload it

Paper feed issues might result from dusty, torn, wrinkled, wet, or folded paper in the tray. The quality of the paper can also make a difference. Use only good quality paper that meets product specifications. Follow these steps to check the condition of the paper.

 NOTE:

For the purposes of these troubleshooting steps, use only 10 to 25 sheets of unused, plain white, U.S. letter or A4 size paper.

Step one: Check the condition of the paper

1. Remove the stack of paper from the tray.
2. Check for obstructions inside the tray. Use a flashlight to view the mechanism inside the tray to make sure that nothing blocks the paper from engaging with the rollers. Even small pieces of paper can cause paper feed issues.

   NOTE: If you find obstructions in the paper path, skip to the section on cleaning the rollers.

3. Examine the condition of the paper, and then replace any ripped, dusty, curled, wrinkled, or bent paper.
4. Make sure that all the paper in the stack is the same size and type. Never load mixed types of paper in the tray. The product can only process one type of paper at a time.
5. Tap the stack of paper on a flat surface to align the edges.
6. Make sure that the stack of paper contains no fewer than 10 sheets and no more than 25 sheets of paper.

   NOTE: You need to use 10 to 25 sheets of paper only for purposes of these troubleshooting steps. When the issue is resolved, you can resume loading paper according to the paper tray capacity specifications for your product.

Step two: Reload the paper tray

1. Raise the output tray.
   Figure : Raise the output tray

   
2. If loading oversized paper, pull the input tray extender out as far as possible.
3. Slide the paper width guide to its outermost position.
4. Insert a stack of clean, unused, plain white paper into the input tray with the short edge forward and the print side down.

   NOTE: Do not load paper while the product is printing.

5. Position the stack of paper against the right side of the input tray, and then slide the stack forward until it stops.
6. Adjust the paper width guide so that it rests against the stack of paper. Do not push the guide in so tightly that it binds against the paper.
   Figure : Load the paper

   
7. Lower the output tray.
   Figure : Lower the output tray

   
8. Pull out the tray extender.
   Figure : Pull out the tray extender

   

Step three: Print a self-test report

Print a self-test report. Printing a self-test report verifies if the hardware functions correctly.

How to print a self-test report

• If the self-test report prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
• If the issue persists, continue with the next solution.
• If the self-test report does not print, continue with the next solution.

Solution three: Adjust the paper settings in the print driver

The product might not pick up paper if the paper size and type in the paper tray do not match the size and type settings in the print driver. Follow these steps in the order presented to make sure that the driver paper settings match the paper in the tray.

Step one: Adjust the paper settings in the print driver

1. Open the HP Toolbox.
   • Windows XP:
     Click Start, click All Programs, click HP, click the folder for your HP product, and then click the icon for your HP product ().
   • Windows Vista or Windows 7:
     Click the Windows icon (), click All Programs, click HP, click the folder for your HP product, and then click the icon for your HP product ().

    NOTE: You can also open the HP product software from your computer desktop: double-click the icon for your HP product ().

2. Double-click Printer Actions, and then double-click Set Preferences. The Printing Preferences dialog box opens.
3. Click the Paper/Quality tab.
4. Under Paper Source, select Tray 1.
5. Review the following options, and then make any necessary changes.
   • Paper sizes: Make sure that the selected option matches your paper size.
   • Media: If one of the options matches your paper type exactly, select that option.
   • Quality Settings: If you are dissatisfied with the quality of your printouts, increase the print quality. To print more quickly, decrease the print quality.
6. Click OK, and then close the HP Toolbox.

Step two: Print a self-test report

Print a self-test report. Printing a self-test report verifies if the hardware functions correctly.

How to print a self-test report

• If the self-test report prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
• If the issue persists, continue with the next solution.
• If the self-test report does not print, continue with the next solution.

Solution four: Clean the rollers

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues. Follow these steps to clean the paper feed rollers.

Step one: Clean the rollers in the rear access area

Depending on your HP product model, choose the method below to access and clean the rollers in the rear access area.

Method one: If the product has a rear access door

Method two: If the product has a two-sided printing accessory (duplexer)

Follow these steps to clean the rollers located behind the two-sided printing accessory (duplexer).

1. Gather the following materials:
   • A clean, lint-free cloth, or any cloth that will not come apart or leave fibers
   • Distilled, filtered, or bottled water (tap water might damage the product)
   • A clean, lint-free cotton swab
2. Press the Power button () to turn off the product.
3. Turn the product around to access the rear.
   Figure : Turn the product around to access the rear

   
4. Disconnect the power cord from the rear of the product.
5. Grasp the right end of the duplexer, slide it to the left, and then pull the duplexer towards you.
   Figure : Remove the duplexer

   
6. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
7. Press the cloth against the paper rollers in the product, and then rotate them upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
   Figure : Clean the paper rollers in the product

   
8. Look inside the rear access area of the product to find the pick rollers. They are behind the paper feed rollers.

   NOTE: You might need to use a flashlight to illuminate the pick rollers.

   Figure : Location of the pick rollers

   
   Figure : The pick rollers

   
9. Lightly dampen a cotton swab, and then use it to clean the pick rollers.
10. Allow the rollers to dry for 10 or 15 minutes.
11. Reinstall the duplexer. Slide the tabs into the notches on the left side of the product, and then gently push the door forward until it snaps into place.
    Figure : Reinstall the duplexer

    

Step two: Print a self-test report

Print a self-test report. Printing a self-test report verifies if the hardware functions correctly.

How to print a self-test report

• If the self-test report prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
• If the issue persists, continue with the next solution.
• If the self-test report does not print, continue with the next solution.

Solution five: Perform a power reset

A power reset drains the power from the product, and then returns the product to the same settings after the product restarts. A power reset is a common troubleshooting step you can perform if the product does not pick up or feed paper.

Step one: Reset the product

1. Press the Power button () to turn on the product.
2. With the product turned on, disconnect the power cord from the rear of the product.
3. Wait at least 30 seconds.
4. Reconnect the power cord to the rear of the product.
5. If the product does not turn on by itself, press the Power button () to turn it on.

Step two: Print a self-test report

Print a self-test report. Printing a self-test report verifies if the hardware functions correctly.

How to print a self-test report

• If the self-test report prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
• If the issue persists, continue with the next solution.
• If the self-test report does not print, continue with the next solution.

Solution six: Service the product

NOTE: Only service the product if you have already tried all of the previous solutions and the product does not print a self-test report on plain white paper.

Contacting HP for service in all countries/regions except Asia Pacific.

If you completed all the preceding steps and your product still has an issue, service the product.

First, go to Check your product warranty to check your printer warranty status, and then go to Contact HP Support to find an authorized service dealer or to schedule a repair.

Repair fees might apply for out-of-warranty printers.

What you can do, is use the following link to create yourself a case number, then call and it may help speed up the call process:
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 on: HP contact options - click on Get phone number
Case number and phone number appear.

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you. Good Luck! 🙂

[Jaime_cz]

Estimado revisa el sistema de engranajes , https://es.ifixit.com/Answers/View/309100/not+picking+up+paper

[Duane_D]

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