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Edye1
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document feeder jam message

HP Recommended
officejet 6962
Microsoft Windows 10 (32-bit)

screen says there's a document feeder jam (I'm trying to scan to email), but nothing is jammed.  I've tried opening and closing the door, reinserting the papers... I've turned the machine off, unplugged it from the back of the machine, and from the wall.  Nothing will clear this message or reset the machine.  As of now I can't do anything with it, and I've only had this printer about 1 month.  This is only the 2nd time I've wanted to use this feature.  Very frustrated!!!

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hoobs1
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HP Recommended

I'm having the same problem on my envy7645....I bang it with my fist if that doesnt work I lift the feeder tray up an jiggle anything that will jiggle...usually starts working again....try to get a hold of HP to help me find the sensor that is activated in paper jam situation so that I will atleast know what to jiggle...

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Dvortex
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HP Recommended

Hello, @Edye1, @hoobs1

 

Thanks for reaching out! I'd like to help 🙂

 

I understand that you are getting document feeder jam on your HP printer. I'd suggest you make sure to clear the paper jams and then to clean the rollers and separator pad inside the ADF to try and fix the issue. 

 

Check and follow steps here to clear any jams and clean the rollers for Envy 7645: http://hp.care/2qSDWJG 

For Officejet 6962, follow the same steps here: http://hp.care/2qSkP2c 

 

Once the rollers are cleaned thoroughly, then perform a power drain on the printer as suggested below:

 

·         With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

·         Remove USB cable, if present.

·         Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

·         Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.

·         Turn on the printer and wait till warm-up period finishes and the printer is idle.

 

Please let me know if this resolves the issue, or if you require further assistance!

Good luck 🙂


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DVortex
I am not an HP Employee
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