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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
We would like to share some of the most frequently asked questions about Instant Ink. Check out this link: HP INSTANT INK, HP+ PLANS: INK AND TONER. .
RREA
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feeder tray won't load paper. Display is just white, so can't read any error messages

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HP OfficeJet 6500A Plus - Product Name CN557A
Microsoft Windows 7 (64-bit)

It just clicks awhile, trying to feed, but won't load - tried with one paper, tried with small and medium amounts of paper in the feeder.   Then it dings with error chime, and displays ? to right of gray display.  If I hit OK button on display (can't see it but remember where it is) it cycles through it all again, ending with '?' again.  Tried power on/power off several times.

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Raj1788
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@RREA

Welcome to HP Forums, 

This is a great place to get support, find answers and tips to your technical queries.

 

Step one: Clean and inspect the rollers

  1. Gather the following materials:

    • A clean, lint-free cloth, or any cloth that will not come apart or leave fibers

    • Distilled, filtered, or bottled water (tap water might damage the product)

  2. Remove the paper from the ADF tray.

  3. Press the Power button () to turn off the product.

  4. Disconnect the power cord from the rear of the product.

  5. Lift the cover of the ADF, and then find the rollers.

    Figure : Automatic Document Feeder (ADF)

    1. Rollers

    2. Separator pad

  6. Press on the roller mechanism to make sure that it moves up and down smoothly and freely.

    Figure : The ADF rollers and gears

    1. Rollers

    2. Gears

  7. Rotate the ADF rollers and gears to make sure that they turn easily and do not stick.

  8. Check the gears to make sure that none of the teeth are missing or broken.

    • If gears are missing or broken, continue to Solution four: Service the product.

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

  10. Use the damp cloth to wipe any residue off of the rollers.

  11. Dry the rollers with a dry, clean, lint-free cloth.

Step two: Clean and inspect the separator pad

  1. Press on the separator pad to make sure that it moves up and down smoothly and freely.

    Figure : Automatic Document Feeder (ADF)

    1. Rollers

    2. Separator pad

    • If the separator pad does not move up and down smoothly and freely, continue to Solution four: Service the product.

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

  3. Use the damp cloth to wipe any residue off of the separator pad.

    Figure : The separator pad

    Photograph of cleaning the separator pad
  4. Dry the separator pad with a dry, clean, lint-free cloth.

  5. Close the ADF cover.

  6. Reconnect the power cord to the rear of the product.

  7. Press the Power button () to turn on the product.

  8. Load the original document print side up in the ADF tray.

       NOTE:

    Listen for a tone when the ADF recognizes the paper, unless you previously adjusted the sound effects volume on the product.

  9. Make sure that the control panel displays "Original Loaded" at the top of the screen. If the message does not display, push the stack of paper further into the tray until the message displays.

  10. Slide the paper width guides inward until they stop at the edge of the paper. Do not push the guides in so tightly that they bind against the paper.

    Figure : Slide the paper width guides inward

    Illustration of sliding the paper width guides inward
  11. Touch the Copy icon ().

  12. Touch Start Black.

    If the ADF does not pick up any pages, remove the stack of paper, and then try again with a smaller stack of paper.

 

Keep me posted, how it goes!

If the information I've provided was helpful, 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!

Have a great day!

Cheers:)

Raj1788
I am an HP Employee 

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RREA
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Hi, Raj1788 ... the instructions below seem to be for the top feeder (for copy or scan) but my issue is the bottom feeder (print).  But I did similar things to clean tray, rollers, separator pad, inspect rollers, etc.  Still not working.   And I can't see anything on the Control Panel - it is just a totally white screen.

 

Any other ideas?

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Raj1788
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@RREA

Thanks for the reply, 

 

Follow the below steps.

 

Step one: Check the condition of the paper

  1. Remove the stack of paper from the tray.

  2. Check for obstructions inside the tray. Use a flashlight to view the mechanism inside the tray to make sure that nothing blocks the paper from engaging with the rollers. Even small pieces of paper can cause paper feed issues.

       NOTE:

    If you find obstructions in the paper path, skip to the section on cleaning the rollers.

  3. Examine the condition of the paper, and then replace any ripped, dusty, curled, wrinkled, or bent paper.

  4. Make sure that all the paper in the stack is the same size and type. Never load mixed types of paper in the tray. The product can only process one type of paper at a time.

  5. Tap the stack of paper on a flat surface to align the edges.

  6. Make sure that the stack of paper contains no fewer than 10 sheets and no more than 25 sheets of paper.

       NOTE:

    You need to use 10 to 25 sheets of paper only for purposes of these troubleshooting steps. When the issue is resolved, you can resume loading paper according to the paper tray capacity specifications for your product.

Step two: Reload the paper tray

 

  1. Raise the output tray.

    Figure : Raise the output tray

    Illustration of raising the output tray
  2. If loading oversized paper, pull the input tray extender out as far as possible.

  3. Slide the paper width guide to its outermost position.

  4. Insert a stack of clean, unused, plain white paper into the input tray with the short edge forward and the print side down.

       NOTE:

    Do not load paper while the product is printing.

  5. Position the stack of paper against the right side of the input tray, and then slide the stack forward until it stops.

  6. Adjust the paper width guide so that it rests against the stack of paper. Do not push the guide in so tightly that it binds against the paper.

    Figure : Load the paper

    Illustration of loading the paper in the input tray
  7. Lower the output tray.

    Figure : Lower the output tray

    Illustration of lowering the output tray
  8. Pull out the tray extender.

    Figure : Pull out the tray extender

    Illustration of pulling out the tray extender

Step three: Print a self-test report

Print a self-test report. Printing a self-test report verifies if the hardware functions correctly.

How to print a self-test report

  • If the self-test report prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.

  • If the issue persists

Use this link: https://support.hp.com/in-en/product/hp-officejet-6500a-e-all-in-one-printer-series-e710/4083974/doc... for your reference.

 

Keep me posted, how it goes!

If the information I've provided was helpful, 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!

Have a great day!

Cheers:)

Raj1788
I am an HP Employee 

0 Kudos
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