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A 'Paper Jam' Message Displays for HP Officejet Pro 8500A (A910) e-All-in-One Printer Series

Issue

During printing, the printer stops feeding pages, and the error message 'Paper Jam. Clear the jam, and then press OK' displays on the control panel.

Experiencing frequent or recurring paper jams?

The following recommendations can help prevent recurring paper jams in your HP product:

  • Do not put any objects (such as paper clips, coins, or rubber bands) on top of the HP product that could potentially fall inside the input tray.

  • Before loading paper in the tray, hold the stack of paper, and then tap the bottom edge on a flat surface so that the stack is even on all sides.

  • Make sure that the width adjusters on the tray are correctly positioned before inserting paper into the product.

    CAUTION: Do not force paper into the tray.
  • Do not overload the tray with paper.

  • Only add paper to the tray when the product is not printing.

  • Make sure that the HP product supports the paper type. See the documentation that came with the HP product for more information.

  • Do not print on paper with paper clips or staples attached.

  • Do not use paper that is bent, torn, dusty, damp, wrinkled, curled, or paper that does not lie flat.

  • Use only one type of paper at a time. Do not mix different types, weights, or sizes of paper.

  • Do not use paper that is too thin, too thick, or too glossy for the product.

Cause

The following factors can cause paper jams:

  • Paper loaded incorrectly in the paper tray.

  • Damaged or dirty paper rollers.

  • Torn, wrinkled, or damp paper loaded in the paper tray.

  • The rear access door or two-sided printing accessory (duplexer) might not be closed or is not locked into place.

  • Paper was added to a stack already in the tray while the HP product was printing.

  • The tray contains more than one type of paper.

  • The paper is jammed inside the HP product where you cannot see it.

  • An obstruction is blocking the paper path.

  • Torn pieces of paper from a previous jam are stuck in the product.

  • The tray is too full.

  • If printing on an envelope, the edges of the envelope are bent.

Important: You must follow these solutions in the order presented to resolve the issue.

Solution one: Clear the paper jam

Follow these steps to resolve the paper jam.

Video of clearing a paper jam

The following video demonstrates how to clear a paper jam.

NOTE: This video shows the HP Officejet Pro 8500A e-All-in-One Printer series (A910), but the steps are the same for your printer.

If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube Non-HP site .

Step one: Remove any loose paper

Remove any loose sheets of paper from the input tray and the output tray.

CAUTION: Do not remove jammed paper at this stage. Trying to clear jammed paper from the front of the product can damage the print mechanism.
Remove any loose paper
Do not pull jammed paper
Image: Remove loose paper.
Image: Do not pull jammed paper.

Step two: Clear the jam from the rear of the printer

CAUTION: Never pull jammed paper from the front of the printer. If you can pull it from the rear of the printer or the tray, always try the rear first. Pulling paper from inside the front cover can cause mechanical damage to the printer.
  1. Press the Power button to turn off the printer.

  2. Disconnect the power cord from the rear of the printer.

  3. Unplug the power cord from the wall outlet.

  4. Turn the printer around so that you can access the rear side.

  5. Push in the button on either side of the two-sided printing accessory (duplexer), and then remove the duplexer.

    NOTE: Your printer may look slightly different than the one pictured, but the steps are the same.

    Figure 1: Remove the duplexer

    Image: Remove the duplexer.
    1 - Press the buttons on the sides of the duplexer
    2 - Pull the duplexer out of printer
  6. Gently remove any jammed paper or bits of torn paper from the rollers inside the printer. Use both hands to pull any whole sheets of paper to avoid tearing them.

    Figure 2: Gently remove the jammed paper

    Image: Remove the jammed paper.
    CAUTION: Use a flashlight to thoroughly check the rollers and wheels for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more jams are likely to occur.

    Figure 3: Remove scraps of paper

    Image: Remove scraps of paper.

Step three: Check the duplexer

  1. If you do not see jammed paper in the rear access area, push the buttons on the latch on the rear of the duplexer, and then lower the cover.

    Figure 4: Open the duplexer

    Image: Open the duplexer
    1 - Latch on rear of the duplexer
    2 - Duplexer cover
  2. Remove any jammed paper from inside the duplexer.

  3. Close the duplexer cover.

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

    Figure 5: Reattach the duplexer

    Image: Reattach the duplexer.
  5. Reconnect the power cord to the rear of the printer.

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

  7. Press the Power button to turn on the printer.

    NOTE: The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before you proceed.

Step four: Print a self-test report

Printing a test page verifies if the hardware functions correctly.

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

    NOTE: Do not load specialty paper in Tray 2. Tray 2 only supports plain letter and A4 paper.

    For more information on loading paper, see Loading Plain Paper, Cards, Photo Paper, and Specialty Paper . Loading paper correctly might prevent paper jams.

    If you are experiencing problems with certain paper types or sizes, see the Product Specifications to ensure that your printer supports other sizes and types of paper.

  2. Press the Power button to turn on the printer.

  3. On the printer touch screen, touch the Right Arrow () to display the second navigation screen.

  4. Touch Setup () on the control panel display. The Setup Menu displays.

  5. Touch the Down Arrow (), and then touch Reports.

  6. Touch Product Status Report. The self-test report prints.

  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.

  • If the issue persists, continue with the next solution.

  • If the test page does not print, continue with the next solution.

Solution two: Clear the paper jam from the paper trays

Follow these steps to clear the paper jam from paper trays 1 and 2.

Figure 6: Printer with paper trays 1 and 2 installed

Image: Tray 1 and Tray 2.
1 - Tray 1
2 - Tray 2
NOTE: Tray 2 might be an optional accessory on your printer. If you do not have Tray 2 installed, follow the steps for Tray 1 only.

Step one: Clear the paper jam from Tray 1

  1. Remove all paper from the output tray.

  2. Raise the output tray.

    Figure 7: Raise the output tray

    Image: Raise the output tray
  3. Press the Power button to turn off the printer.

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

  5. Grasp any jammed paper in the paper tray with both hands, and then pull it toward you to remove it.

    CAUTION: Remove paper from the front of the printer as carefully as possible. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur, and this could damage the print mechanism.
  6. Lower the output tray.

Step two: Clear the paper jam from Tray 2

NOTE: Tray 2 might be an optional accessory for your printer. If you do not have Tray 2 installed, continue to the next step.
  1. Make sure that the printer is off and disconnected from the power source.

  2. Lift the printer off of Tray 2.

    Figure 8: Lift the printer off Tray 2

    Image: Lift the printer off Tray 2.
  3. Remove any jammed paper from the bottom of the printer or from Tray 2.

  4. Replace the printer on top of Tray 2.

  5. Reconnect the power cord to the wall outlet.

  6. Press the Power button to turn on the printer.

    NOTE: The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before you proceed.

Step three: Print a self-test report

Printing a test page verifies if the hardware functions correctly.

How to print a self-test report

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

    NOTE: Do not load specialty paper in Tray 2. Tray 2 only supports plain letter and A4 paper.

    For more information on loading paper, see Loading Plain Paper, Cards, Photo Paper, and Specialty Paper . Loading paper correctly might prevent paper jams.

    If you are experiencing problems with certain paper types or sizes, see the Product Specifications to ensure that your printer supports other sizes and types of paper.

  2. Press the Power button to turn on the printer.

  3. On the printer touch screen, touch the Right Arrow () to display the second navigation screen.

  4. Touch Setup () on the control panel display. The Setup Menu displays.

  5. Touch the Down Arrow (), and then touch Reports.

  6. Touch Product Status Report. The self-test report prints.

  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.

  • If the issue persists, continue with the next solution.

  • If the test page does not print, continue with the next solution.

Solution three: Check the carriage path and reseat the printheads

Follow these steps to clear the paper jam from the top of the printer. Follow these steps only if you have tried all the preceding solutions and the issue persists.

There are multiple compartments in the printer where paper can jam. Use the following steps to check for obstructions in these locations.

Figure 9: Compartments inside the printer

Image: Compartments inside the printer.
1 - Printhead access area (compartment 1)
2 - Main paper path access area (compartment 2)
3 - Printhead capping station area (compartment 3)
CAUTION: Do not remove, inspect, and reseat the printheads in the main paper path access area (compartment 2), or in the printhead capping station area (compartment 3).

Step one: Check compartments 1 and 2

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

  2. Disconnect the power cord from the rear of the printer.

  3. Open the carriage access door.

    Figure 10: Open the carriage access door

    Image: Open the carriage access door.
  4. Check compartments 1 and 2 for jammed paper or bits of paper. Remove any jams or bits of paper.

    CAUTION: Use a flashlight to thoroughly check the carriage path for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more jams are likely to occur.
  5. Close the carriage access door.

    Figure 11: Close the carriage access door

    Image: Close the carriage access door.
  6. Reconnect the power cord to the rear of the printer.

  7. Press the Power button to turn on the printer.

Step two: Check compartment 3

  1. Open the carriage access door.

    Figure 12: Open the carriage access door

    Image: Open carriage access door.
  2. On the printer control panel, touch Change Printhead.

    The carriage should move to the printhead access area (compartment 1) on the far left side of the printer unless paper or debris is in the way. Wait for it to move out of its capping station on the right, stop, and become idle.

  3. Disconnect the power cord from the rear of the printer.

    CAUTION: You must disconnect the power cord to move parts by hand without the risk of an electrical shock.
  4. Check for any paper or obstruction in the capping station (compartment 3) that might restrict the carriage.

    Figure 13: Example of paper that could restrict the carriage

    Image: Paper in carriage path that could restrict the carriage.
    NOTE: You might need a flashlight to illuminate areas for proper viewing.
  5. Remove any crumpled or jammed paper from the capping station (compartment 3).

    You can reach into compartment 3 from compartment 2, along the carriage path, to remove paper. If you are unable to remove paper or objects through compartment 2, remove the cover over compartment 3 to gain access to the obstruction.

    Figure 14: Remove capping station cover

    Image: Remove the capping station cover.
    CAUTION: Remove paper from the front of the printer as carefully as possible. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur, and this could damage the print mechanism.
  6. Reach inside the printer, and then manually move the carriage.

  7. Make sure that the carriage can move freely across the width of the printer by gently pushing the carriage to the right and then to the left.

  8. After checking the carriage, reinstall the capping station cover on compartment 3.

  9. Close the carriage access door.

    Figure 15: Close the carriage access door

    Image: Close the carriage access door.
  10. Reconnect the power cord to the rear of the printer.

  11. Press the Power button to turn on the printer.

Step three: Reseat the printheads and check the carriage

  1. Open the carriage access door.

    Figure 16: Open the carriage access door

    Image: Open the carriage access door.
  2. On the printer control panel, touch Change Printhead.

    The carriage should move to the printhead access area (compartment 1) on the far left side of the printer. Wait for it to stop and become idle.

  3. Lift the printhead latch.

    Figure 17: Lift the printhead latch

    Image: Lift the printhead latch.
  4. Lift a printhead handle, and then use it to pull the printhead out of its slot.

    Figure 18: Remove the printhead

    Image: Lift the printhead handle, and then remove the printhead.
  5. Repeat these steps to remove the other printhead.

    CAUTION: Do not leave printheads out of the carriage for more than 5 minutes.
  6. Check the inside, sides, and underside of the carriage for any debris or bits of paper.

    Figure 19: The carriage

    Image: The carriage.
  7. Reinsert each printhead into its color-coded slot. The label on the printhead must match the label on the printhead latch. Press down firmly on the printhead to ensure proper contact.

    Figure 20: Insert the printheads

    Image: Insert the printheads.
  8. Pull the printhead latch all the way forward, and then press down to make sure that the latch engages. You might have to apply some pressure to engage the latch.

    Figure 21: Close the printhead latch

    Image: Close the printhead latch.
  9. Close the carriage access door.

    Figure 22: Close the carriage access door

    Image: Close the carriage access door.
  10. The printer might go through a warm-up period, and then an alignment page will print.

    • If the alignment page prints successfully, there is no need to continue troubleshooting.

    • If the alignment page fails to print, continue to the next solution.

Solution four: Clean the rollers

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues. Follow these steps to clean the paper feed rollers.

Step one: Clean the rollers in the rear access area

  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 printer)

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

  3. Disconnect the power cord from the rear of the printer.

  4. Press in the buttons on the sides of the two-sided printing accessory (duplexer), and then remove the duplexer by pulling it away from the printer.

    Figure 23: Remove the duplexer

    Image: Remove the duplexer.
    1 - Press the buttons on the sides of the duplexer
    2 - Pull the duplexer out of printer
  5. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.

  6. Press the cloth against the paper feed rollers in the printer, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.

    Figure 24: The paper feed rollers

    Image: Printer paper feed rollers.
  7. Allow the rollers to dry for 10 or 15 minutes.

Step two: Check the rollers in the duplexer

  1. Press in the buttons on the latch on the rear of the duplexer, and then lower the cover.

    Figure 25: Open the duplexer

    Image: Open the duplexer.
    1 - Latch on the rear of the duplexer
    2 - The duplexer cover
  2. Check the paper feed rollers in the duplexer to make sure that they are clean, free of paper bits, and rotate freely.

    Figure 26: Check the rollers in the duplexer

    Image: Check the rollers in the duplexer.
  3. Clean the surface and the rollers of the duplexer the same way you cleaned the large rollers inside the printer.

  4. Allow the rollers of the duplexer to dry for 10 or 15 minutes.

  5. Gently push the duplexer into the printer until it snaps firmly into place.

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

  7. Press the Power button to turn on the printer.

    NOTE: The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before proceeding.

Step three: Print a self-test report

Printing a test page verifies if the hardware functions correctly.

How to print a self-test report

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

    NOTE: Do not load specialty paper in Tray 2. Tray 2 only supports plain letter and A4 paper.

    For more information on loading paper, see Loading Plain Paper, Cards, Photo Paper, and Specialty Paper . Loading paper correctly might prevent paper jams.

    If you are experiencing problems with certain paper types or sizes, see the Product Specifications to ensure that your printer supports other sizes and types of paper.

  2. Press the Power button to turn on the printer.

  3. On the printer touch screen, touch the Right Arrow () to display the second navigation screen.

  4. Touch Setup () on the control panel display. The Setup Menu displays.

  5. Touch the Down Arrow (), and then touch Reports.

  6. Touch Product Status Report. The self-test report prints.

  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.

  • If the issue persists, continue with the next solution.

  • If the test page does not print, continue with the next solution.

Solution five: Reset the printer

Follow these steps to reset the printer.

Step one: Perform a power reset

NOTE: The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before proceeding.
  1. Press the Power button () to turn on the product.

  2. With the product turned on, disconnect the power cord from the rear of the product.

  3. Unplug the power cord from the wall outlet.

  4. Wait at least 15 seconds.

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

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

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

Step two: Print a self-test report

Printing a test page verifies if the hardware functions correctly.

How to print a self-test report

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

    NOTE: Do not load specialty paper in Tray 2. Tray 2 only supports plain letter and A4 paper.

    For more information on loading paper, see Loading Plain Paper, Cards, Photo Paper, and Specialty Paper . Loading paper correctly might prevent paper jams.

    If you are experiencing problems with certain paper types or sizes, see the Product Specifications to ensure that your printer supports other sizes and types of paper.

  2. Press the Power button to turn on the printer.

  3. On the printer touch screen, touch the Right Arrow () to display the second navigation screen.

  4. Touch Setup () on the control panel display. The Setup Menu displays.

  5. Touch the Down Arrow (), and then touch Reports.

  6. Touch Product Status Report. The self-test report prints.

  • If these steps resolved the issue, and the self-test report prints, there is no need to continue troubleshooting. Connect the USB cable to continue the print job.

  • If the issue persists, continue to the next step.

  • If the self-test report does not print, skip to the next solution.

Step three: Search for more information

If you are still experiencing issues, see the HP Product Support Home Page , and then search for another document that relates to the symptoms you are experiencing.

NOTE: If the page displays in the wrong country/region or language, click the Region - Language link in the upper right corner of your browser. Then you can select the correct country/region and language.

Solution six: Service the printer

Contacting HP for service in Asia Pacific.

If you completed all the preceding steps and your product still has an issue, you might need further assistance from HP.

Go to Contact HP to review available service options.

Contacting HP for service in all countries/regions except Asia Pacific.

If you completed all the preceding steps and your product still has an issue, service the product.

First, go to HP Printer Warranty Check to check your warranty status, and then go to Contact HP to find an authorized service dealer or to schedule a repair. Repair fees might apply for out of warranty printers.

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