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‎09-11-2020 10:23 PM

HP Recommended
Product: HP Envy 5055
Operating System: Microsoft Windows 10 (64-bit)

I turned the new printer on and it wants me to add paper.

Then it shows a paper jam error, when clicking "OK" it tries to print an alignment page.

It appears that the rollers never move. The print head moves from the left to the right and back.

I updated the firmware through my laptop via USB cable, but no changes.

I have disconnected the power cord and discharged the printer by pressing the start button without any success.

The printer turns on, load paper message appears, followed by the carriage jam.

 

I have manually pulled a sheet of paper through the printer and there was no obstruction. 

 

Sometimes it gets stuck on the shutting down screen.

 

Thank you

Category:
1 person had the same question
1 REPLY 1

‎09-12-2020 01:23 AM

HP Recommended

Hello, 

 

Kindly try the steps as mentioned in the below troubleshooting documents.

 

  1. https://support.hp.com/us-en/product/hp-envy-5000-all-in-one-printer-series/14095644/model/14095768/... 
  2. https://support.hp.com/us-en/product/hp-envy-5000-all-in-one-printer-series/14095644/model/14095768/... 

If issue still persists, its time to get the printer serviced. You may have to contact HP Tech  using below URL

https://support.hp.com/us-en/contact/printers 

Regards,
Jabzi

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