HP 7855 --- jammed paper error on 2 identical printers, 1 never unpacked before -new HP software???

[DANCUTRER]

I always buy two identical printers ... on the theory the first will quit in the middle of something important.  HP 7855 #1 suddenly quit,  "Jammed paper."   I worked with in an hour,  unboxed #2.  I get the identical error,  "jammed paper, make sure paper tray is installed perfectly.  I've wiped rollers, changed ink cartridges, etc.,  deleted software, installed again,  rebooted,  unplugged both ends of power for almost 3 hours.   I've run anti-virus, etc.,  scans in case it's a bug,  with no results. I notice HP did a software "update" in late July '24,  could that be involved.  I'm about to buy two new printers ... I'm super-reluctant to buy HP ...  HELP!

[A_Gayathri]

Hi @DANCUTRER,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you have two identical printers showing the same error, especially when you’ve already tried so many troubleshooting steps. Here’s a comprehensive approach to tackle this issue:

Troubleshooting Steps

Check for Paper Jams Again:

• Ensure there are no tiny bits of paper or obstructions inside the printer. Look carefully at all accessible areas, including the paper path and output tray.

Inspect the Paper Tray:

• Make sure the paper is aligned correctly and not overfilled. Sometimes, slight misalignment can cause errors.

Clean the Rollers Thoroughly:

• Although you've cleaned the rollers, ensure they’re completely free from dust or residue. Use a lint-free cloth lightly moistened with water.

Update Printer Firmware: Update the firmware on an HP printer

• HP printers sometimes require firmware updates to resolve bugs or issues. Visit the HP Support website to check for and install any available firmware updates for the ENVY Photo 7855.

Check for Software Conflicts:

• If the recent HP software update coincided with the problem, it might be worth uninstalling the update or reverting to a previous version if possible. Sometimes, rolling back to an older version can resolve issues introduced by new updates.

Reset the Printer:

• Perform a factory reset on both printers. This can often resolve persistent issues caused by corrupted settings. Refer to the user manual for instructions on how to reset your specific printer model.

Try Different Paper:

• Use a different type or brand of paper to rule out the possibility of paper quality or size issues.

Consider Compatibility Issues:

• Ensure the printers are fully compatible with Windows 11. Sometimes, updates or compatibility issues with the operating system can cause problems.

Refer to this document:  HP ENVY Photo 7855 All-in-One Printer User manual

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[DANCUTRER]

Thanks!  for the suggestions.  I've had printers since the early 80's,  I hope I know how to drive them.  This boggles the mind:  an HP 7855 that I bought 4-5 years ago, kept sealed in the original box in a closet at room temp, has the identical problem of the used HP 7855.  I spent hours, literally, unplugging from the wall,  directly to the computer, vice versa, using a hand-sized vacuum,  a can of 'pressed air,  various weight paper,  even trying the photo paper, three different sets of printer cartridges,  the last two official HP,  no knock-offs  .. the carriage swings to the left,  hangs, starts grinding. I'm confident the NEW printer shouldn't have replicated exactly the problem of the prior. This site, others, have a lengthy list of 'PAPER JAMMED WHEN IT ISN'T' complaints.  Internet shows HP did updates to its Firmware in late July.  The printers are long past Warranty ... do they have a "drop dead after this date"?   I'm serious when I ask those.   I'm about to buy two new printers,  I don't like any of the other brands,  but I'm extremely hesitant to buy HP again.

[A_Gayathri]

Hi @DANCUTRER,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!