false paper jam message, repeatedly, when trying to print excel 2003 spreadsheet

[supportjls]

suddenly getting paper jam message, repeatedly, when I've verified there is no jam.   No problem in printing a test sheet. No problem printing notpad files.  Appears to be excel spreadsheets only.   This is under windows 10.

Have deleted and reinstalled printer and driver.  

someone please help.

[DavidSMP]

Hi @supportjls,

Thanks for posting your question in the HP Community.  A very Good Day to you. Hope you are doing well.   I understand that you need assistance with printing in Excel as it reports a false paper jam.  I’ll be really glad to assist you.

You are a valued HP customer and we appreciate you greatly for doing business with HP. I have reviewed the situation and it is paramount that we address your issue. It is a great privilege to share this platform with a tech-savvy person like you.

Brilliant troubleshooting and diagnosis to isolate the issue perfectly. Kudos to you for that. 

Has it worked before?

Could any windows or office update have caused this to happen?

Please try these steps. If the occurrence is recent try a system restore to an earlier time before the issue started. Link for system restore: http://support.hp.com/us-en/document/c03327545  

• Follow the option “Restore your computer when Windows starts normally” from this document.

If it still does not fix the issue, then please click the windows start button> then type excel>right-click on it and run as administrator and check if it prints if it does the issue will get resolved.

If not please uninstall and reinstall MS Office and check again by printing in Excel.

These links should be helpful.

Link 1 HP All-in-Ones - Changing Paper Size and Type in Windows Vista Using Microsoft Office Excel 2007 or Microsoft Office Word 2007:  http://support.hp.com/us-en/product/HP-Officejet-J4000-All-in-One-Printer-series/3645081/model/36928... Although, the link is for Vista the settings in Excel should work for a later version of Excel on Windows 10 also.

Link 2  HP Printers - Change Print Settings (Windows 8): http://support.hp.com/us-en/product/HP-Officejet-J4000-All-in-One-Printer-series/3645081/model/36928... This link should be valid for windows 10 also.

Hope this helps.  Let me know how this pans out. I genuinely hope the issue gets resolved without hassles and the unit works great.   Please reach out for any issues and I'll be there to assist you. 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 

Take care now and have a splendid week ahead. 

[supportjls]

DAVID SMP.   Thanks so much for sharing your thoughts.

Yes.   This always worked before.

I too questioned updates from windows/office.   This is my husbands PC and I disabled auto updates long ago.  It is only updated when we do it intentionally and manually.  We have done none.   This is also confirmed when I go to look at 

RESTORE POINTS taken.  None there due to win or OFFICE updates.  So I've ruled that out,.

Prior to your input, but after my initial post, I uninstalled and reinstalled office.  

I went to a previous RESTORE POINT AND RESTORED.   It was not successful!!!   so I tried still another and again not successful!!  No idea why.   But I did notice that there was a restore point caused by my husband installing H & R BLOCK TAX software.  This was done just before this problem reared it's ugly head.  Hmmmm

So am toying with the idea of uninstalling that!  Husband throwing fit cuz he's entered so much data but I don't believe an uninstall of the program would touch the data files.

Any more ideas???   I will double check all printer and excell page settings but believe I did that early on.  

[DavidSMP]

Hi @supportjls,

I thank you for the quick reply. Superb troubleshooting as well. Hats off to you for that. 🙂 Uninstalling the printer software or MS office will not cause you to lose data. Please try open Excel as an administrator  ("Run as administrator" ) and check.

If this does not work please uninstall the printer software by performing these steps:

•  In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Then reinstall the printer software by visiting this link:http://hp.com/drivers Please select the country and type the complete product# of the unit. Then follow the on-screen instructions.

.

Hope this helps.  Let me know how this pans out. I genuinely hope the issue gets resolved without hassles and the unit works great.   Please reach out for any issues and I'll be there to assist you.  

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 

Take care now and have a splendid week ahead. 

[supportjls]

OK.  Will def try your recomendations.  I did try running excel as ADMIN.  Made no difference.  I did remove and reinstall printer however I did NOT RUN the utility to find driver.  I did it a different way.  Will do it again precisely as you directed.

Although it will be difficult, because my computer and my husbands are on different floors etc, I was thinking of installing his printer on my machine and trying to print excel.  Then doining the opposit by taking my printer to his pc.   Not sure what it would prove but may nail down printer vs software issue.  Your thoughts.??

[DavidSMP · Accepted solution]

Hi @supportjls,

I thank you for your quick response. Yes if the printer works fine with one machine and not the other, then the printer hardware is fully functional and it should be a software issue either with the application which is Excel in this case or with the printer drivers.

Please perform these steps precisely.

• First, uninstall the printer drivers and reinstall it and try again to print from Excel.
• If it does not work and reports the jam, uninstall MSOffice and reinstall it back on and check again.
• Try with a new User account by creating an administrator account without any passwords.
• Also, try to print from a different application like Wordpad to check if that prints fine.

Let me know how it goes. I am always there to assist you. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 

Take care now and have a splendid week ahead. 

[supportjls]

I think this is resolved.  I had my husband print a new excel test that I sent from my p c.  IT WORKED!

then I asked him to create a NEW excel from his PC.  It also worked.  Then I asked him to unplug and remove printer.

He found that the paperjam removal tray in the rear of the printer was not put back into the printer correctly.  So we fixed that.  Then we found that the color cartridges that he seldom uses were a mess, all gummed up.  We removed them!

Low and behold.  He is now printing all excel spreadsheets, both old and new.!!

[DavidSMP]

Hi @supportjls,

I am glad that the issue has been resolved. Based on the inputs provided by you gave the required instructions as you categorically stated that it was a false paper jam. So there indeed was a physical jam on the printer.

However,  I am very happy for you. great effort. superb troubleshooting to fix the issue.

Do take care and have a splendid week ahead. really impressed. 🙂

[supportjls]

FINAL NOTE AND REAL SOLUTION:  

I was too hasty in my last thread.  I was going by what my husband told me.  I went to check it out myself and the truth is he was not able to print past excel file.  Only the newly created ones. Still getting false paper jam message on those created in the past.   So I compared everything to do with printing on both old vs new.  I found that the older ones all had FAST DRAFT for the print quality  option where as the new were all defaulting to NORMAL.

So I opened an older file that was giving that message, Changed the print quality from FAST DRAFT to NORMAL, clicked my way out saying OK OK.  then saved the file.  Reopened the newly saved file and YES, now it printed fine.  

I went back to same file and changed it back to FAST DRAFT and saved it.  opened it and printed and yup, got the error again.   So went thru 3 or 4 older files changing print quality to NORMAL.  Then Saving them.  Everyone that I changed prints fine. 

For some reason DRAFT was feeding paper too fast under windows 10

I now am convinced the problem has been resolved.   

Thank you so much for hanging in there for me.  Appreciated you help and sorry that I said we were all set the other day.  I now know unless I see it for myself, not to take my Dear Husband's word for it.  🙂

[Chimney_83]

Thanks for the reply and glad to hear the printer is printing fine after you changed the setting. Please do post on our forums for any technical assistance. 

If the information I've provided was helpful,

Please give us some reinforcement by clicking the "Accepted Solution" and "Kudos" buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.