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Printer keeps saying no paper in drawer, but there is paper in drawer

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Purchased HP Office Jet Pro 6978 yesterday. Doing set up today. I am at the set up of getting the alignment page to print. The error keeps saying to add paper and there is paper in the drawer. I have turned off and restarted, taken the paper out and added to the drawer several times. Still same error. I have checked if anything blocking the paper from passing thru the rollers. I cant see anything.

 

Need help - any suggestions

 

Thanks

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Hi @DP10-_

 

I'd like to help!

 

Try the below suggestions:-

 

 

Load Paper displays on the control panel, or an Out of Paper message displays on the computer, and the printer does not pick up paper from the input tray.

 

Step 1: Check the paper, and then reload it

Paper feed issues might result from using ripped, dusty, curled, wrinkled, or bent paper. The quality of the paper can also make a difference. Use these guidelines to help avoid the issue.

  • Use only good quality paper that meets printer specifications.

  • Store all paper in a dry, cool place. Paper feed issues occur more often in humid environments.

  • Do not print on paper that is already printed. The dampness of the ink can cause the paper to stick together.

  • Wait for the printer to complete a job or for an Out of paper or Load Paper message to display before you reload the paper.

Make sure the paper you use to print is in good condition, is neatly stacked in the tray, and the paper path and tray are free from obstructions.

  1. Lift up the output tray, and then pull the input tray toward you to open it.

  2. Remove any paper from the input tray.

  3. Remove any severely bent, wrinkled, or torn paper from the stack.

  4. Check for obstructions inside the input tray. Make sure nothing blocks the paper from engaging with the rollers. Even small pieces of paper can cause paper feed issues.

  5. With both hands, hold the stack of paper, and then tap the bottom edge of the stack on a flat surface so that the stack is even on all sides.

  6. Insert the stack of paper into the input tray.

    Loading paper in the input tray

  7. Push the stack of paper toward the rear of the input tray until the paper stops, and then gently slide in the paper width guides until they lightly rest against the edges of the paper.

  8. Push the input tray forward until it snaps into place, and then lower the output tray.

  9. The printer control panel displays the paper size loaded.

    • If the paper size loaded does not match what is displayed, touch Modify, select your paper size and type, and then touch Done.

    • If the paper size is correct, touch OK.

Try to print. If the issue persists, continue to the next step.

Step 2: Clean the paper tray rollers

Clean the paper tray rollers underneath the printer.

  1. Carefully lift the printer and set it on its side.

  2. While supporting the printer with one hand, pull the paper tray open to expose the paper rollers underneath the printer.

    Rollers underneath the printer

  3. Lightly dampen a lint-free cloth with distilled water, and then squeeze any excess liquid from the cloth.

  4. Press the cloth against the rollers inside the printer, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.

  5. Allow the rollers to dry completely (approximately 10 minutes).

  6. Close the paper tray, and then set the printer upright.

Try to print. If the error persists, continue to the next step.

 

Step 3: Clean the paper feed rollers from inside the ink cartridge access area.

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues. Clean the rollers inside the printer, and then try to print again.

  1. Turn off the printer, and then disconnect the power cord.

       WARNING: 

    Disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.

  2. Open the ink cartridge access door.

    Opening the ink cartridge access door

  3. Lightly dampen a lint-free swab with distilled or filtered water.

  4. Press the swab against the rollers inside the printer, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.

    Cleaning the rollers in the cartridge access area

  5. Allow the rollers to dry completely (approximately 10 minutes).

  6. Close the ink cartridge access door.

  7. Reconnect the power cord to the rear of the printer, and then turn on the printer.

Try to print. If the error persists, continue to the next step.

 

Step 4: Clean the duplexing rollers

Clean the rollers behind the ink access area of the printer.

  1. Turn off the printer, and then disconnect the power cord.

       WARNING: 

    Disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.

  2. Open the ink cartridge access door.

    Opening the ink cartridge access door

  3. Remove the paper path cover.

    Removing the paper path cover

  4. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.

  5. Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.

    Cleaning the paper path cover rollers

  6. Allow the rollers to dry completely (approximately 10 minutes).

  7. Insert the paper path cover back into the printer.

  8. Close the ink cartridge access door.

  9. Reconnect the power cord to the rear of the printer, and then turn on the printer.

Try to print. If the error persists, continue to the next step.

 

Step 5: Reset the printer

Sometimes an error persists even though there is no paper feed issue. Reset the printer, and then try to print.

  1. With the printer turned on, disconnect the power cord from the printer.

  2. Unplug the power cord from the power source.

  3. Wait 60 seconds.

  4. Reconnect the power cord to a wall outlet and to the printer.

    NOTE: 

    HP recommends plugging the printer directly into a wall outlet.

 

Hope this helps! Keep me posted. 

 

And, Welcome to the HP Support Community. 

 

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

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