prints labels on plain paper fine, has trouble picking up label sheets so labels print properly

[EddieMT]

The printer used to print labels perfectly. Now, it appears to have trouble picking up the label sheets, and the printing will not allign with the labels on the sheets themselves, and the printing ends above the bottom of the sheet (as though the actual printing process started before the sheets were actually in position). I have cleaned the rollers per the HP video instructions, but that had zero effect on the problem. If I attempt to print the labels on plain typing paper, they print perfectly.....so perfectly in fact, that if I reprint the labels, they align perfectly with the labels already printed on the page!

I looked at the large p/u roller in the back of the printer. It is very soft w/o any cracks, however, it appears that it has, what

I will refer to as, "feathered" lines that run, roughly parallel to the drive shaft it is attached to. I suspect this "feathered" appearance is due to wear, although since I did not look at the roller when it was new, I don't know what a new one looks like. Is this roller, "user" replaceable, or, does it require some professional to do it?

[The_Fossette · Accepted solution]

@EddieMT,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

I reviewed your post and I understand that the labels are not getting picked up correctly.

Don’t worry, I assure you I will try my best to get this sorted.

Awesome job on diagnosing the issue correctly and performing smart troubleshooting before posting your question on HP forums. Kudos to you on that score.

I recommend you follow the steps in the below article and check if it helps.

https://hp.care/2GGUnUX

NOTE: Ignore the steps you have already performed.

If the issue persists, I recommend you contact HP phone support as it may be a hardware issue.

Here is how you can get in touch with the phone support.

Open link: https://hp.care/2moMFSc

Enter Product number or select to autodetects

Scroll down to "Still need help? Complete the form to select your contact options"

Scroll down and click on HP contact options - click on Get phone number.

Let me know how it goes and you have a great day!

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

Take care.

Cheers!

[EddieMT]

Thank you very much, The_Fossette for your prompt response. I reviewed the links you provided. I had already performed all of the functions in the first link, I'm sorry for not saying so in my initial post. I also "visited" the second link earlier, that you provided, but backed out of it when it said I would have to pay for assistance there. It was at that time that I chose to submit my issue on the forum. In all honesty, I have already found a "work around" by printing a copy of my labels on plain white paper, placing that copy in my photo copier, and feeding the label pages through it. Unlike the HP printer, my copier feeds the paper "in line", and it does not have to pick up the forms, and then bend it 180 degrees before it is printed! I wish HP offered my printer with an in line paper feed instead of the 180. I realize it would add significantly to the size of the printer, but I think there might be fewer paper feeding problems, not having to contort the paper as much. I will rethink calling HP to see what they can offer me as a solution. Thanks again.

[The_Fossette]

@EddieMT,

Thank you for keeping me posted.

I glad to know that you have found a workaround.

As you have already followed all the troubleshooting it seems like a mechanical issue and you need to contact HP phone support to check the available service options for your printer.

If any other questions arise, please feel free to write back to me.

Take care.

Cheers!