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printer keep displaying out of paper even though it have paper in tray

HP Recommended
HP Office Jet Pro 8620
Microsoft Windows 10 (32-bit)

Office Jet Pro 8620. Printer keep displaying out of paper even though  it have paper in tray, I have trouble shoot it numerous time such as power off and unplug cord but still not corresponding. Can anyone assist me please.

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@GSmith1 Welcome to HP Community!

 

I understand that you are getting out of paper message.

 

Follow these steps to check the condition of the paper, and then print a test page.

Step 1: Check the condition of the paper

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

  1. Press the Power button to turn off the printer.

       WARNING: 

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

  2. Disconnect the USB or Ethernet cable from the rear of the printer.

  3. Grasp the underside of Tray 1, and then pull out the tray.

    Figure : Pull out the paper tray

    Image: Pull out the paper tray.
  4. Remove any paper from the input tray, and then examine the condition of the paper:

    • Replace any ripped, curled, wrinkled, or bent paper.

    • Avoid printing on paper that is dusty. Reload paper that has been in the photo tray for a time.

    • Make sure that all the paper in the stack is the same size and type. The printer can only process one type of paper at a time.

  5. Load plain white paper in the input tray. Make sure that the print side is face-down and the short edge is forward.

    You need to load no fewer than 10 sheets and no more than 25 sheets of plain white paper only for troubleshooting. When the issue is resolved, you can load paper according to the specifications for your printer.

       CAUTION: 

    Do not fill the paper above the yellow, dotted lines on the sides of the paper tray.

    Figure : Load paper into the paper tray

    Image: Load paper into the paper tray.
  6. Check for obstructions inside the input tray. Make sure that nothing blocks the paper from engaging with the rollers. Even small pieces of paper can cause paper feed issues.

  7. If you find obstructions inside the input tray or photo tray, skip to the solution Clean the paper feed and pick rollers.

Step 2: Reload the paper

Follow these steps to reload U.S. letter or A4 size paper in the printer.

  1. Grasp the underside of Tray 1, and then pull out the tray.

    Figure : Pull out the paper tray

    Image: Pull out the paper tray.
  2. Pinch the paper width guide tabs, and then slide the paper width guides to their outermost positions.

    Figure : Slide out the paper width guides

    Image: Slide out the paper width guides.
  3. Insert plain white paper in the tray. Make sure that the print side is face-down and the short edge is forward.

       CAUTION: 

    Do not fill the paper above the yellow, dotted lines on the sides of the paper tray.

    Figure : Load paper into the paper tray

    Image: Load paper into the paper tray.
  4. If necessary, slide the paper width guides inward so that they rest on the edges of the paper.

  5. Push the tray toward the printer until it locks into place.

    Figure : Push in the paper tray

    Image: Push in the paper tray.
  6. Pull out the output tray extender, and then raise the paper catch.

    Figure : Pull out the tray extender

    Image: Pull out the tray extender.

Step 3: Print a Printer Status Report

Print a test page from Tray 1 to make sure that the printer hardware functions properly.

NOTE: 

If your printer includes Tray 2 as an optional accessory, load only U.S. letter, legal, or A4 size paper. Specialty paper is not supported in Tray 2.

  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.

  2. On the printer control panel, swipe the display to scroll to Setup, and then touch the Setup icon (). The Setup menu displays.

  3. Touch Print Reports, and then touch Printer Status Report. The printer prints the report.

    Figure : Example of a Printer Status Report

    Image: Example of a Printer Status Report

Solution two: Adjust the paper settings in the print driver

The printer might not pick up paper if the paper size and type in the paper tray do not match the size and type settings in the print driver. Choose your operating system for steps to change the paper size and type settings.

 

Solution three: Clean the paper feed and pick rollers

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and paper feed issues. Follow these steps to clean the rollers inside the printer, the duplexer, and the ADF, and then print a test page.

Step 1: Clean the paper feed rollers in the cartridge access area

Follow these steps to clean the paper feed rollers in the cartridge access area.

  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. Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.

  3. Place your fingers into the slot on the left side of the printer, and then pull forward to open the cartridge access door.

    1. Slot on the side of the printer

  4. Lightly dampen a lint-free swab with the water, and then squeeze any excess liquid from the swab.

  5. 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.

    Image: Clean the rollers in the cartridge access area

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

  7. Close the cartridge access door.

    Image: Close the cartridge access door

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

Step 2: Clean the ADF rollers and the separator pad (optional)

If you are trying to copy or fax a document, and the document does not feed into the Automatic Document Feeder (ADF), clean the ADF rollers and the separator pad. If you are not using the ADF, continue to the next step.

  1. Lift the top cover of the ADF. This provides easy access to the rollers and separator pad.

    Figure : Lift the ADF cover

    1. ADF cover

    2. Rollers

    3. Separator pad

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

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

    Figure : Clean the rollers and separator pad

    1. Rollers

    2. Separator pad

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

  5. Close the ADF cover tightly at both ends.

    Figure : Close the ADF cover tightly at both ends

    Image: Close the ADF cover tightly at both ends

Step 3: Clean the paper feed rollers in the rear of the printer

Follow these steps to clean the paper feed rollers in the rear 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. Turn the printer so that the rear of the printer faces you.

  3. Remove the duplexer. Push in the buttons on both sides of the duplexer, pull out the duplexer, and then set it aside.

    1. Push in the duplexer buttons

    2. Pull out the duplexer

  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.

    Image: Clean the rollers in the rear of the printer

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

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

Step 4: Clean the paper pick rollers

Follow these steps to clean the paper pick rollers.

  1. Place your fingers in the slot on the front of Tray 1.

    Figure : The slot on the front of Tray 1

    Image: The slot on the front of Tray 1.
  2. Pull the tray toward you to remove it.

    Figure : Pull out the input tray

    Image: Pull out the input tray.
  3. If you use Tray 2, lift the printer off Tray 2, and then set the printer aside.

    Figure : Lift the printer off Tray 2

    Image: lifting the printer off of Tray 2.
  4. Turn the printer so you see its underside, and then locate the pick roller.

    Figure : Locate the pick roller

    Image: Locate the pick roller.
  5. Roll the pick roller to the right so that the rubber part faces you. This might require some force.

    NOTE: 

    The pick roller should only rotate to the right.

    Figure : The pick roller in its normal position

    Image: The pick roller in its normal position

    Figure : The rubber part of the pick roller

    1. The rubber part of the pick roller

    2. Rotate the rubber part of the pick roller so that it faces you

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

  7. Press the cloth against the rubber part of the roller, and then rotate the roller to the right with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.

  8. Rotate the roller back to its original position.

    Figure : The pick roller in its original position

    Image: The pick roller in its original position
  9. Turn the printer back around so that the printer control panel faces you.

  10. Place the printer its normal position.

  11. Reinstall Tray 1.

    Figure : Reinstall Tray 1

    Image: Reinstall Tray 1
  12. If you use Tray 2, lift the printer, and then lower the printer on top of Tray 2.

    Figure : Set the printer on top of Tray 2

    Image: Set the printer on top of Tray 2

Step 5: Clean the rollers in the duplexer

Follow these steps to clean the rollers in the duplexer.

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

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

    Image: Duplexer external rollers.

  3. Press the tabs on the sides of the duplexer, and then lower the cover to open the duplexer.

    Image: Press the tabs to open the duplexer

  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.

    Image: Clean the rollers in the duplexer

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

  7. Close the duplexer cover.

  8. Gently push the duplexer into the printer until it snaps firmly into place. Do not press the buttons on the end of the duplexer while you reattach it.

    Image: Push the duplexer into place

Step 6: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.

How to print a test page

Solution four: Reset the printer

Sometimes, resetting the printer can clear a paper feed issue. Follow these steps to reset the printer.

Step 1: Perform a power reset

Follow these steps in the order presented to reset the printer.

  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.

Step 2: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.

 

Please refer to the below link as well.

 

https://support.hp.com/in-en/document/c04117836

 

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