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Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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CajunDoll
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I'm getting "paper jam" message and there is absolutely no paper jam. What do I do now?

HP Recommended
HP Photosmart Premium C309g
Microsoft Windows 10 (32-bit)

I'm getting a message that there's a paper jam.  There is NO paper jam... been well checked more than twice.   What do I do now to get rid of the message and be able to use my scanner/printer again?

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sandytechy20
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@CajunDoll

 

Welcome to the HP Forums. I would be happy to help you with your HP Photosmart Premium C309g Printer. I understand that you are getting paper jam error and you have already done some preliminary troubleshooting.

 

Don't worry though as I have a few steps to determine the issue and find a solution as well,

 

Perform a power reset.

  1. Press the Power button () to turn on the product, if it is not already on.

  2. With the product powered on, unplug the power cord from the rear of the product.

  3. Unplug the power cord from the power source or electrical outlet

  4. Wait at least 15 seconds.

  5. Plug the power cord back in to the power source or electrical outlet.

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

  7. If the product does not turn on automatically, press the Power button () to turn on the product.

Clean the paper rollers.

 

Clean the rollers inside the product

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

  2. Turn the product around to access the rear of the product.

    Figure : The rear of the product

    Illustration of the rear of the product.
  3. Disconnect the power cord from the rear of the product.

    Figure : Disconnect the power cord

    Illustration: Disconnect the power cord.
  4. Remove the two-sided printing accessory (duplexer) from the rear of the product. Press the buttons on the sides of the two-sided printing accessory (duplexer), and then pull the duplexer out of the product.

    Figure : Press the buttons on the sides of the duplexer to remove

    Illustration:  the two buttons on the sides of the duplexer to remove
  5. Dip the lint-free cloth into the purified or distilled water, and then squeeze the excess water from it.

  6. Thoroughly clean the rubber rollers inside the product. Rotate the rollers upward by hand to clean the entire surface of each roller. Apply a moderate amount of pressure to remove any dust or dirt buildup.

    Figure : Turn the rollers by hand

    Illustration: Turn the rollers.

Step two: Clean the rollers inside the duplexer

  1. Dip the lint-free cloth into the purified or distilled water, and then squeeze the excess water from it.

  2. Thoroughly clean the rollers on the printer side (inboard) of the duplexer to remove all debris or buildup. Rotate the rollers upward by hand for access to clean the entire surface of each roller. Apply a moderate amount of pressure to remove any dust or dirt buildup.

    Figure : Rollers on the printer side of the duplexer

    Photo: Rollers on the pirinter side of the duplexer
  3. Open the duplexer rear access door. Use two fingers to squeeze the door release tabs, and then gently pull the door away from the duplexer.

    Figure : Squeeze the door release tabs to open the rear access door

    Photo: Squeeze the door release tabs to open the rear access door
  4. Thoroughly clean the rollers inside and on the duplexer door. Rotate the rollers upward by hand for access to clean the entire surface of each roller. Apply a moderate amount of pressure to remove any dust or dirt buildup.

    Figure : Rollers inside and on the duplexer door

    Photo: Rollers inside and on the duplexer door
  5. Allow all of the rollers to dry completely.

  6. Gently push the duplexer door back into the duplexer until it snaps firmly into place.

  7. Gently push the duplexer back into the product until it snaps firmly into place.

  8. Connect the power cord to the rear of the product.

  9. Turn the product around to access the front.

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

Click here and refer the document for more steps.

 

Let me know how it goes.

Cheers.

 

 

 

Sandytechy20
I am an HP Employee

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