Paper Jam and Improper Shutdown

[MT8903]

Hi i have an Improper shutdown msg showing on the printer screen and at the same time PC screen show paper jam where there are no paper stuck. Everytime i turn on the print heads seem to be printing with those piercing sound. What can i do? 

[MKazi · Accepted solution]

@MT8903

Thanks for reaching out to us on HP Support Forums. MKazi is at your service. 

I understand that you have an HP Officejet 6500A e-All-in-One Printer and it displays an improper shutdown message on its screen. Secondly, the PC displays a paper jam error when there is no paper jam. Not worry, I'll do my best to help you. 

To provide an accurate resolution, I need a few more details: 

• Did any hardware changes take place on the printer recently (ink cartridge replacement, print carriage jam, etc.)?
• Have you tried to restart the printer and check if the message goes away from the printer's screen?

While you respond to that, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Disconnect the power cable from the printer while the printer is still ON.
• Disconnect any other cables if connected the printer.
• Press and hold the printer’s power button for 15 seconds.
• The printer should be directly connected to the wall outlet and not to a surge protector.
• Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

Once the printer powers on, please open the carriage access door and check if the carriage moves towards the center. The carriage holds the ink cartridges. Try to move the carriage with your hand and check if it moves freely. 

If the improper error message goes away from the printer, then check if the printer is able to make a photocopy. If the photocopy prints fine then it indicates that the printer and the ink cartridges are all good. 

Also, please download and run the HP Print and Scan Doctor software. This is a free tool for Windows to help resolve issues with the printer drivers. It will fixe the false paper jam error on the computer. 

I sincerely hope this fixes the issue. However, in case the error persists then let us update the printer's firmware via this link. I suggest you to uninstall the printer drivers from root level and then reinstall them again. The printer needs to be restarted once the firmware is successfully installed. 

Finally, you may reset the printer if the above steps fail to fix this issue. A private message is sent to you with the printer reset steps. 

Hope this helps. Let me know the outcome. Good luck! 

[MT8903]

Hi thank you for the info. I suspect my LCD is faulty.

[MKazi]

@MT8903

You're most welcome. You've been fabulous to work with considering your superb technical skills, remarkable patience and great attitude. Kudos to you for that.

You may reach out to our HP phone support to explore the service options. 

Take care! 🙂

[ritzdon]

I tried what was suggested but the same messages still come up. any other suggestions?