Paper tray wheel spinning in the air and not taking paper

[TontonZozo]

For about a year now, since a printer firmware update, the wheel taking the paper from the paper tray sometimes remains up, spinning in the air and the printer ends up displaying an error about paper jam. The only option I have is to tell the printer I've fixed the issue and it then tries again to take some paper and always ends up with the same error. If I try to shutdown the printer, it remains indefinitely on the shutdown screen. If I unplug the printer, it restarts and tries again to get some paper and ends up with the same error again.

The mechanism controlling the wheel height works fine too since during the initialisation, the wheel is first lowered to the paper in the tray but it raises just before starting to spin.

Usually, I'm able to somehow force the wheel down with a finger (the printer is opened) and force it to take some paper. The printer may then consider the paper jam issue fixed (it takes several tries) and from then the printer works fine for several prints. But at some point, the issue appears again.

There is no paper jam at all, I've never changed the type of paper I use (which is compatible with the printer), the printer works fine besides this issue so I'm pretty confident this is a software issue (the printer drivers and firmware are all up-to-date) but HP controls the printer firmware.

Has someone already encountered this issue and fixed it?

[Kumar0307]

@TontonZozo, Welcome to the HP Support Community! I’m here to help.

I appreciate your efforts in trying to resolve this issue by performing the necessary troubleshooting steps.

This is not a software issue. If the firmware is up to date, there is no other software that controls the paper rollers. 

Perform the steps mentioned in this document - An 'Out of Paper' error displays, printer does not pick paper

Make sure the papers are correctly loaded - Loading Paper, Cards, and Envelopes

If the issue persists, please reach out to the HP Technical Support team in your region regarding the service/replacement options for your printer. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

If the printer is out of warranty, I suggest you upgrade the printer. You may visit Hp Store to check the available printers.

Keep me posted for any other assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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Have a great day!