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[Vacationbill]

Document Feeder says paper jam but cannot find any jam

[Raj_05 · Accepted solution]

Hi @Vacationbill,

Welcome to HP Support Community.

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

When the document feeder on your HP OfficeJet Pro 6978 shows a paper jam but there is no visible paper, it often indicates an issue with sensors, rollers, or debris. Here's how to troubleshoot.

Check for Actual Paper Jams

• Open the document feeder cover and inspect the path carefully.
• Look for tiny scraps of paper, dust, or debris that might be stuck in the rollers or feed path.
• Use a flashlight to inspect hidden areas.

Clean the Rollers

• Turn off the printer and disconnect it from power.
• Open the document feeder cover and locate the rollers.
• Use a lint-free cloth slightly dampened with distilled water to clean the rollers and any accessible areas.
• Rotate the rollers manually to clean their entire surface.

Reset the Printer

• Turn off the printer and unplug it for 2-3 minutes.
• Plug it back in and turn it on. A reset can sometimes clear false error messages.

Inspect the Sensor

• There are sensors in the document feeder that detect paper. Dust or dirt on these sensors can cause false paper jam errors.
• Clean the sensors gently with a dry, soft cloth or compressed air.

Test with a Different Stack

• Load a clean stack of paper into the document feeder. Ensure the paper is aligned and not bent, wrinkled, or stuck together.
• Try scanning or copying a document to see if the error persists.

Update Firmware

• Outdated firmware can cause miscommunications between the printer and its components.
• Visit the HP support website to check for firmware updates for your printer model.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support