paper feeding problem HP Officejet Pro 8620

[notilltom]

On occasion my Officejet Pro 8620 will feed multiple sheets of paper such that the printout will be on more than one sheet.  I have never had this trouble on any other printer I have owned over the years.

It seems to be sensitive to paper type as heavier, smoother paper doesn't feed multiple sheets while lighter weight generic office paper causes more problems.

It is a shame that HP printers have problems with paper feeding in one form or the other over the ones I have owned.  They either don't feed, jam, or feed multiple.

I am hoping you have an idea how to better manage this issue.

[Aardvark1]

Hello @notilltom,

Welcome to the HP support forums.

I understand that you have multiple pages being fed when you try to print.

Try the following:

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and paper feed issues. Follow these steps to clean the rollers inside the printer, the duplexer, and the ADF, and then print a test page.

Step 1: Clean the paper feed rollers in the cartridge access area

Follow these steps to clean the paper feed rollers in the cartridge access area.

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 printer)
   • Clean, lint-free cotton swabs
2. Press the Power button to turn off the printer.
3. Disconnect the power cord from the rear of the printer, and then unplug the power cord from the power source or electrical outlet.

    WARNING:

   You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.

4. Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
5. Place your fingers into the slot on the left side of the printer, and then pull forward to open the cartridge access door.
   Figure : Open the cartridge access door

   

   1. Slot on the side of the printer
6. Lightly dampen the swab with the water, and then squeeze any excess liquid from the swab.
7. Press the swab against the rollers inside the printer, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
   Figure : Clean the rollers in the cartridge access area

   
8. Allow the rollers to dry completely (approximately 10 minutes).
9. Close the cartridge access door.
   Figure : Close the cartridge access door

   

Step 2: Clean the ADF rollers and the separator pad (optional)

If you are trying to copy or fax a document, and the document does not feed into the Automatic Document Feeder (ADF), clean the ADF rollers and the separator pad. If you are not using the ADF, continue to the next step.

1. Lift the top cover of the ADF. This provides easy access to the rollers and separator pad.
   Figure : Lift the ADF cover

   

   1. ADF cover
   2. Rollers
   3. Separator pad
2. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
3. Press the cloth against the rollers, and then rotate them upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
   Figure : Clean the rollers and separator pad

   

   1. Rollers
   2. Separator pad
4. Allow the rollers to dry completely (approximately 10 minutes).
5. Close the ADF cover tightly at both ends.
   Figure : Close the ADF cover tightly at both ends

   

Step 3: Clean the paper feed rollers in the rear of the printer

Follow these steps to clean the paper feed rollers in the rear of the printer.

1. Turn the printer so that the rear of the printer faces you.
2. Remove the duplexer. Push in the buttons on both sides of the duplexer, pull out the duplexer, and then set it aside.
   Figure : Remove the duplexer

   

   1. Push in the duplexer buttons
   2. Pull out the duplexer
3. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
4. Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
   Figure : Clean the rollers in the rear of the printer

   
5. Allow the rollers to dry completely (approximately 10 minutes).

Step 4: Clean the paper pick rollers

Follow these steps to clean the paper pick rollers.

1. Place your fingers in the slot on the front of Tray 1.
   Figure : The slot on the front of Tray 1

   
2. Pull the tray toward you to remove it.
   Figure : Pull out the input tray

   
3. If you use Tray 2, lift the printer off Tray 2, and then set the printer aside.
   Figure : Lift the printer off Tray 2

   
4. Turn the printer so you see its underside, and then locate the pick roller.
   Figure : Locate the pick roller

   
5. Roll the pick roller to the right so that the rubber part faces you. This might require some force.

    NOTE:

   The pick roller should only rotate to the right.

   Figure : The pick roller in its normal position

   
   Figure : The rubber part of the pick roller

   

   1. The rubber part of the pick roller
   2. Rotate the rubber part of the pick roller so that it faces you
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 rubber part of the roller, and then rotate the roller to the right with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
8. Rotate the roller back to its original position.
   Figure : The pick roller in its original position

   
9. Turn the printer back around so that the printer control panel faces you.
10. Place the printer its normal position.
11. Reinstall Tray 1.
    Figure : Reinstall Tray 1

    
12. If you use Tray 2, lift the printer, and then lower the printer on top of Tray 2.
    Figure : Set the printer on top of Tray 2

    

Step 5: Clean the rollers in the duplexer

Follow these steps to clean the rollers in the duplexer.

1. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
2. Press the cloth against the external rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
   Figure : The duplexer external rollers

   
3. Press the tabs on the sides of the duplexer, and then lower the cover to open the duplexer.
   Figure : Press the tabs to open the duplexer

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

   
6. Allow the rollers to dry completely (approximately 10 minutes).
7. Close the duplexer cover.
8. Gently push the duplexer into the printer until it snaps firmly into place. Do not press the buttons on the end of the duplexer while you reattach it.
   Figure : Push the duplexer into place

   
9. Reconnect the power cord to the rear of the printer, and then plug in the power cord to the electrical outlet.
10. Reconnect the USB or Ethernet cable.
11. Press the Power button to turn on the printer.

     NOTE:

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

Step 6: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.

Additional documents and links:

HP Officejet Pro 8600 e-All-in-One Printers (N911) - More Than One Page at a Time Feeds through the ...

HP Printers - How to Store and Handle Paper to Avoid Paper Jams

[TVdH]

we have the same problem, and already followed your proposed solution

I also fanned the pages

it does not help

I already had contact with HP support, and after two chat sessions of more than a few hours (they tried the weirdest things) and nothing helped

I think it is a mechanical problem in the feeder

[notilltom1]

I don't think it is a roller cleanliness issue as it has been a problem from the time the printer was new. 

I bought (another) HP printer in hopes it would play well with my HP computer and had features I was looking for.  BUT, the sensitivity to paper is stupid.

I have had HP printers over the years (probably 5 or so) and they all eventually end up having problems feeding due to some form of dust or dirt buildup.  I get that.  But this out of the box paper feeding problem takes the case. 

The problem is that you never know when it will happen (how full paper tray, etc) and so you go to pick up the work from the printer and discover you have to re-print a page or so with respective paper waste, etc. 

It gets the job done but I certainly wouldn't call it a printer I love.

tom

[TVdH]

I agree. I think it is unacceptable. Our printer is still under guarantee, so I will keep contacting HP till they have solved my problem (e.g. replaced that unit, I think ....)

[Kowaltoboggan]

Good people, 

I have searched the forums and see only that HP is blaming the paper.  We have the same multiple (and frustrating!) multiple page paper feed problem with our Officejet Pro 8620 as others.  Ours had problems right out of the box as well with brand new 75g/m2 and 70g/m2 paper.  In fact, we have eliminated paper as a variable as we have tried with various types, sheets, cut direction, fanning, new paper, used paper (inevitably some of the multiple sheets pulled through to print one page).  

This seems to be a defect and not operator error, paper error, humidity error, etc.  Although silly, I even cleaned the paper feed rollers to no effect.  This printer annoyingly keeps pulling multiple pages, wasting paper, wasting ink, increasing frustration levels, and wasting time.  

I am on the verge of returning it, reporting to Consumer Reports and going with a different manufacturer.  Life is too short to have to deal with such an annoying problem!

[KarinR719]

I hate to tell you how much I hate this printer.  It's because of this very problem.  It's fed multiple pages through the printer since Day One.  I've wasted reams of paper.

I have had many HP printers over the years and never has one performed so poorly.

I use HP paper, HP ink, HP everything.  This printer is a piece of crap.