Envy 5660 Printer has paper jam that I can't clear, tried every step in the troubleshoot

[08Dan21]

My printer has continually be giving me a paper jam error. The paper jam is cleared with no problems and I still get the error message. I have had no issues with this printer until these paper jam errors. I tried every step in the troubleshooting and nothing has worked. I have not changed anything that I have always done, and I use HP paper.

[RichAnt]

Hello Dan,

Some questions:

- What are you doing when the paper jam error appears.

- You say "The paper jam is cleared."  Was there actually a physical jam or is this a "False Paper Jam?"

-Providing the the Operating System of the device is helpful. 

-You also didn't detail whether your printer performs any functions, such as copy, print, scan; irrespective of the error message.  Such info would provide insight as to the problem.  Please detail exactly what the printer does or does not do.

MS has been updating all software in the past few days.  Have you seen any indication of the computer updates.  Probably a MS update has caused the  printer's software needing an update by HP. 

First, try to print a Printer Status Report to make sure that the hardware functions correctly.  Please reply with any results.

1. Load plain white paper into the input tray.
2. On the printer control panel, swipe the display, and then touch the Setup icon ().
3. Swipe the display, and then touch Reports.
4. Touch Printer Status Report. The printer prints the report.

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Do a Hard Reset of the printer, if not done so.

-Turn the printer on, if it is not already on.

-Wait until the printer is idle and silent before you continue.

-With the printer turned on, disconnect the power cord from the rear of the printer.

-Unplug the power cord from the wall outlet.

-Wait at least 60 seconds.

-Plug the power cord back into the wall outlet.  Turn on if needed.  Any results?  Forgo further steps if the problem is resolved.

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Because of OS updates, you might perform a complete uninstall of the printer's software prior to downloading/installing software. I will provide info for paper jams in another reply.  You may choose to follow the steps instead of messing with the software.

Regardless of the OS, the Uninstall will apply to any 5660 software on your computer.  The HP Support link for software should also work for any, just make sure the OS for you computer is listed in the Blue line (see below).

Do not use the software disc provided in the box, as it may not be the most recent version.

Let's do a complete uninstall of the printer's software and then download/install software.  Please do steps 1-3 for a complete uninstall.

1) In Windows, search for and open Programs and Features.  Look in Control Panel.

-Select your HP printer by left clicking once on all 5660 items (2 files with Envy 5660 as part of the name:  Software and Help)

-Select Uninstall.

2) In Windows 10, click on Settings > Devices > Printers/Scanners.  Then left click once on the Envy 5660, and choose "Delete" or "Remove Device."



3) Open up the Run command with the "Windows Key + R" key combo. (If you have the actual Windows Key on your keyboard).  Otherwise, right click on the Windows Key of Win 10 and click on Search.

In the Run entry box Type printui.exe /s and click OK. Note space between exe and /s.

Click on Drivers tab.

Look for HP 5660 Series Printer driver. If you see it click on it and click remove at the bottom.

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Now let's download/install the the  software at below link.

 Click Software & Drivers > Go > download.  In the blue line, does the computer's Operating System show? You want the Full Feature Software, and ignore the items at the bottom, which are included. 

If not click change.

https://support.hp.com/us-en/product/hp-envy-5660-e-all-in-one-printer-series/6809225/model/6809226/...

I am not an HP employee; just searching for helpful answers for queries on the forum.

A reply is greatly appreciated, if suggestions help or not, as the multitude of volunteers on the forums respond to lots of queries, which requires a great deal of time.  Good luck.

[RichAnt]

Hello again Dan,

Here's some links concerning paper jam.  Many step are repeated, but each has a point or two.  

This link is for several printer models for paper jam.

https://support.hp.com/us-en/product/hp-envy-5540-all-in-one-printer-series/5447939/document/c043483...  Entitled Paper Jam for 5540 series, 5660 series and 5575

This link has several steps of physically removing an actual paper jam; although not specific.https://support.hp.com/us-en/document/c03754704  Entitled:  'Paper Jam' Error Displays on the HP ENVY 4500 e-All-in-One and HP Deskjet Ink Advantage 3540 Series.

You may have already done Step 3 in the next link, printing a Printer Status Report.  Results?  Could indicate a hardware issue, meaning the printer needs to be replaced (or repaired if under warranty).   https://support.hp.com/us-en/product/hp-deskjet-ink-advantage-5570-all-in-one-printer-series/7234983...  Entitled:  'Out of Paper' Displays and Printer Does Not Pick Paper 5540 and 5660 series and 5575

 Other steps here relate to loading paper and the condition of the paper you use.  https://support.hp.com/us-en/product/hp-deskjet-ink-advantage-5570-all-in-one-printer-series/7234983...  Entitled:  'Out of Paper' Displays and Printer Does Not Pick Paper 5540 and 5660 series and 5575

 https://support.hp.com/in-en/document/c04712708 Entitled: Loading Paper, Envelopes, and Cards 5540 series and 5575

[RichAnt]

I  haven"t asked, how old is the printer, and is it still under warranty?  If so you could call HP Support for help or return the printer for replacement/refund.  HP charges if not under warranty.

Note, these printers are relatively inexpensive to replace. 

Possibly it is brand new and you just take it back to the retailer.

Note: replacements that HP provides are often rebuilt/refurbished.

The Operating System of the computer is helpful.  To find the Windows edition and version on your computer, press the Windows key + Pause/Break key.

https://support.hp.com/us-en/document/c03835145  entitled Which Windows Operating System Version Do I Have (Windows)

https://support.hp.com/us-en/document/c03204293  Which Operating System Version Do I Have? (Mac)

[#5]

Possibly it is brand new and you just take it back to the retailer.

Note: replacements that HP provides are often rebuilt/refurbished.

The Operating System of the computer is helpful.  To find the Windows edition and version on your computer, press the Windows key + Pause/Break key.

https://support.hp.com/us-en/document/c03835145  entitled Which Windows Operating System Version Do I Have (Windows)

https://support.hp.com/us-en/document/c03204293  Which Operating System Version Do I Have? (Mac)

[#6]

https://support.hp.com/us-en/document/c03835145  entitled Which Windows Operating System Version Do I Have (Windows)

https://support.hp.com/us-en/document/c03204293  Which Operating System Version Do I Have? (Mac)