printer displays "paper jam" message when there is no paper jam. will not print

[j-dub5375]

The printer simply displays a "clear paper Jam" message.  There is no paper jam.  Have thoroughly checked for paper or debris, cleaned the rollers and reset the power.  No luck.  

[Jeet_singh]

Hi @j-dub5375,

Thank you for posting on HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for the First Time Here? Learn How to Post and More.

I see from the post that you are getting false paper jam error message on your HP Photosmart premium printer. I'd be really glad to help you with this,

Please make sure that the printer is connected directly to the wall outlet and not the surge protector.

Remove all the ink cartridges and then perform a Hard reset on the printer.

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 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.

Now insert the ink cartridges and then try to print a test page and check if it works.

Please follow the steps suggested in the support document for - A 'Paper jam or misfeed' Message Displays for HP Photosmart Premium - Click here

If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to check for the latest firmware update if available for your printer, using this website. 

If nothing helps, I would suggest next step would be to perform an advance reset on the printer. I am sending you a private message with the steps to reset the printer. Please check the mailbox icon at the top-right corner of this screen.
 
Let me know how that goes. Good luck!

Regards,

[j-dub5375]

i tried all of the suggestions in your post.  The first problem is that I can't remove the ink cartridge.  It is stuck on the right and refuses to move.  When the printer is powered up the display goes straight to the paper jam menu and no amopunt of powering off, plug removal, etc changes that.  The printer had been printing then suddenly stopped and the jam message appeared.  I think the problem is mainly to do with the ink cartridge carriage which remains stuck.

[Jeet_singh]

Hi @j-dub5375,

Thank you for replying,

I appreciate your time and efforts,

As I understand you have followed the steps suggested in the previous post and still having the same issue, I would personally suggest this could be a printer hardware. I would recommend you contact our HP phone support for further assistance. 

Please 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: HP contact options - click on Get phone numberCase number and phone number appear.

They will be happy to assist you immediately.

Keep me posted for any other assistance,

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

Thank you for posting in the HP Support Forum.  Have a great day!

Regards,

[j-dub5375]

I went through the steps outlined in the last message.  However I did not receive any kind or reference number or phone number to call.  The only thing I received was a message that my printer is out of warranty.  Waste of my time.