HP program says scanner ADF is jammed

[OrthoIT]

I have a printer/scanner/copier machine that when a user tries to scan something using the HP program provided with the machine tells her there is a jam in the machine, but there are no paper jams at all. The machine's printer head needs replaced I know that, but it was operational when it comes to scanning until recently when this error message started appearing.  

[A4Apollo]

Hi! @OrthoIT, Welcome to HP forums.

I understand you are getting false ADF jam error on your printer.

Don't worry I'd like to help you out.

Did you make any changes to your printer?

Have you tried checking with a different brand paper?

Excellent description and a great diagnosis done. It is greatly appreciated.

By not wasting much of your time, Please try the steps recommended below.

1. Turn the printer on, if it is not already on.

2. Wait until the printer is idle and silent before you continue.

3. With the printer turned on, disconnect the power cord from the rear of the printer.

4. Unplug the power cord from the wall outlet.

5. Wait at least 60 seconds.

6. Plug the power cord back into the wall outlet.

      NOTE:

   HP recommends connecting the printer power cord directly to the wall outlet.

7. Reconnect the power cord to the rear of the printer.

8. Turn on the printer, if it does not automatically turn on.

9. Wait until the printer is idle and silent before you proceed.

Also, try the steps recommended below.

 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

   

If the issue still persists try updating the printer firmware and check if it helps.

Update the printer firmware using this link. Click Here

Refer this article to further troubleshoot paper jam issues with your printer. Click Here

Note: Please try all the steps in the document as it helps us in isolating the issue.

If the solution provided worked for you, please mark an accepted solution for this post.

Let me know how it goes!

Have a great weekend ahead! 🙂

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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[OrthoIT]

I uninstalled the device and then reinstalled it and to no avail. The only option I didn't try is the cleaning of the rollers because I can't figure out how to get in there. Looking at that little figure with the arrows, the only thing I could lift was the top portion of the machine like I was gunna place a single piece of paper on the glass to copy or scan.

[A4Apollo · Accepted solution]

@OrthoIT, It's great to hear from you again.

I appreciate your efforts for writing back to us.

As you mentioned you have issues cleaning the rollers on your printer.

I have checked the records a found a video link from HP support which might help you in clearing the paper jam on your printer.

Refer this video instruction to know more about clearing paper jam errors. Click Here

If the issue still persists after trying out the steps. it is a hardware issue with your printer.

I will share you few details in a private message. Please watch your inbox for more information.

Hope this helps!

Take Care! 🙂

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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[Geosteelrz]

Thanks for your help. I do not have a paper jam, never did. Only a false error message stating that i did

[OrthoIT]

I never had a jam either. What did it for me was performing the cleaning steps like in the link I was provided.

[A4Apollo]

@OrthoIT, Thanks again for your response and time.

I am happy to hear that your issue got resolved.

If you have any queries in future related to any HP products, you can always reach out to us.

We will try our best to help you out.

Take care,
Have a great day! 🙂
 

[A4Apollo]

@Geosteelrz, Thanks for your quick response and time again.

I appreciate your efforts and time for being with us.

I have checked the records and found a new firmware update for your printer. 

The firmware has been released today for Windows 10 (64 bit). Please update the firmware and check if it helps.

Update the printer firmware using this link. Click Here

Note: Use a Windows 10 PC to update the printer firmware.

If the issue still persists after updating the printer firmware. It is a hardware issue with your printer.

Please follow the steps suggested by my previous private messages.

Hope this helps!

Take Care! 🙂

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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!