Paper jam according to printer but there is none and it won't work

[Morloch]

The printer rejected a batch of A4 paper because it wasn't flat and smooth. It went into error mode. It says there is some paper jam but I cannot find any paper jam at all. Now, it won't work. It goes into error mode and says every time that there is a paper jam. The carriage won't move either when I open the lid, as it normally would. The wireless connexion is fine and the scanning is fine.

I have tried all the options suggested on the HP website. I have already wasted about 2 hrs with this. The printers are not robust enough anyway: anything that is not 100% what the machine wants and it goes off line and stops working. It is exasperating in the extreme, it must be said... Any suggestions welcome. 

[Morloch]

The main problem seems to be that the carriage won't move laterally as it normally would, but it started as a paper jam issue. Now I get the impression it is mostly the issue of the carriage being stuck. When I open the lid, it does not move. So, it is the carriage unit that is stuck, and not a paper jam, I think. Nothing I do will have any effect and unblock the carriage unit. 

[sandytechy20]

@Morloch

Welcome to HP support community.

If you have done all the steps mentioned in this HP document:- Click here

And if the issue still persists, this could be a hardware issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[Morloch]

I have tried everything. I have checked the printer 150 times. I rang the HP helpline. I was advised to download some Firmware but my printer was actually up to date. I was told to clean the printer. I tried to do it as best as possible. It's still not working. Only the scanning is. I bought the printer in Oct 2017. I've always taken care of it. Less than 2 years, and it's dead. I was told by the HP helpline: buy a new one if it is still not working after you've done what we recommend. The moral of the story: the machine is dead following a fake paper jam that involved 2 sheets of A4 paper. The machine is, in effect, a piece of junk after <2 years of reasonable use. This is disappointing and even appalling. I doubt I will buy another HP printer. Ever. 

PS I must have wasted 4 to 5 hrs trying to sort it out, including typing this message. 

[sandytechy20]

@Morloch

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.