Paper Jam error but no paper jam

[PayneIan]

My HP Office Jet Pro 8615 is showing a paper jam error but there is no jam. However, it appears that the paper rollers into the machine are not rotating. Has anyone had the same issue and if so, how did you resolve it?

[Max3Aj]

Hi @PayneIan, Welcome to HP Support Community. 

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

If the printer reports a Paper Jam but there's no visible paper inside, and the rollers are not moving, the problem could be due to sensor issues, roller misalignment, or a mechanical failure.

Troubleshooting Steps

1. Hard Reset the Printer

• Turn off the printer and disconnect it from power.
• Wait 2-3 minutes before plugging it back in and turning it on.
• Check if the error persists.

2. Check for Hidden Paper Jams

• Open all access panels (input tray, output tray, rear panel).
• Use a flashlight to check deep inside the printer for small torn pieces of paper or debris.
• Remove any obstructions gently.

3. Manually Rotate the Rollers

• Turn off the printer and unplug it.
• Open the rear access door or duplexer (if installed).
• Locate the paper feed rollers and gently rotate them manually to see if they are free or stuck.
• If they don’t move, try cleaning them (see Step 4).

4. Clean the Paper Rollers

• Use a lint-free cloth slightly dampened with distilled water or isopropyl alcohol.
• Gently wipe the rollers to remove dust, debris, or dried ink.
• Let them dry completely before turning the printer back on.

5. Reset the Paper Sensor

• Open the front panel and look for the paper path sensor (usually a small plastic flap near the rollers).
• Ensure it's not stuck or bent.
• If stuck, gently move it back and forth to reset it.

6. Check the Encoder Strip

• The encoder strip is a clear plastic strip behind the printhead that helps the printer track movement.
• If dirty or out of place, clean it gently with a dry lint-free cloth.

7. Perform a Printer Self-Test

• On the printer's control panel, go to Setup > Printer Maintenance > Clean Page Smears to force the rollers to engage.
• If they still don’t move, the issue may be mechanical.

8. Update Firmware

• Ensure the printer firmware is up to date by checking on HP website.
• Some firmware updates fix phantom paper jam errors.

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping! 

Max3Aj

HP Support