HP OfficeJet Pro 9720e: Printing on thick paper is not possible

[Alamaniz]

Dear Community,

I am trying to print an A4 document with my new HP OfficeJet Pro 9720e printer.

I am using the following paper:

https://www.papierdirekt.de/en/grass-paper/grass-paper-275-g.html

Grammage (g/m²): 275

I have already tested various print settings: HP photo paper, other inject photo papers, normal paper, etc.

Unfortunately without success so far...

After starting the printing process, the printer starts trying to get the paper. After a short time, the message “Paper jam” appears and the printing process cannot be completed. Even after several attempts to continue the printing process, the paper jam message appears again and again.

Strangely enough, it works from time to time. I would say in 1 out of 50 cases it works, the other 49 times the printer aborts with the above message.

Printing with normal printer paper works without any problems and the printer also works as it should.

Do you have any idea why this could be the case and why the printer simply cannot process the paper mentioned above? According to the manual, the grammage of 275 g/m² should not be a problem, this is within the range for photo papers..

Many thanks for the support!

Max

[Sneha_01]

Hi @Alamaniz,

Welcome to HP Support Community.

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

It seems like you're encountering difficulties with your HP OfficeJet Pro 9720e printer when trying to print on thick paper, specifically grass paper with a weight of 275 g/m². Here are a few suggestions to troubleshoot the issue:

Check Paper Handling Capacity: Even though the paper weight falls within the range for photo papers according to the manual, some printers, including the OfficeJet series, may have limitations on the thickness or stiffness of the paper they can handle. Confirm that your printer is capable of handling paper with a weight of 275 g/m² or consider using a lighter weight paper if possible.

Adjust Paper Settings: Make sure you've selected the correct paper type and thickness settings in your printer's settings menu. Try selecting the "Photo Paper" or "Thick Paper" option, if available, to optimize the printer's performance for thicker paper types.

Check Paper Tray Alignment: Ensure that the paper guides in the paper tray are adjusted properly to accommodate the thicker paper. Misaligned paper guides can cause paper jams or feeding issues.

Clean Paper Path: Even small particles or debris in the paper path can cause paper jams when printing on thicker paper. Use compressed air or a soft brush to carefully clean the paper path, including the rollers and feed mechanism.

Update Printer Firmware: Check if there are any firmware updates available for your HP OfficeJet Pro 9720e printer. Firmware updates can sometimes address compatibility issues and improve the printer's performance.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support