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A 'Paper Jam' Message Displays for HP LaserJet Pro CM1415fn and CM1415fnw Color Multifunction Printers

Issue

The Attention light () on the control panel blinks. A 'Paper jam' error message displays on the control panel.

NOTE: Paper jam messages can be true or false. The product might report a paper jam when there is no paper jam. The following solutions resolve both true and false paper jam messages.

Solution one: Clear the jam

Paper jams can occur in multiple locations in the product. Follow these steps to resolve the issue. It might not be necessary to complete all the steps.

NOTE: Loose toner might remain in the product after a jam. This problem typically resolves itself after a few sheets have been printed.

Figure 1: Jam locations

Image of jam locations on the product
1 - Document feeder
2 - Output tray
3 - Tray 1
4 - Rear door
CAUTION: Paper jams might result in loose toner on the page. If you get any toner on your clothes, wash them in cold water. Hot water permanently sets the toner into the fabric.

Do not use sharp objects, such as tweezers or needle-nose pliers, to remove jams. The warranty does not cover damage caused by sharp objects.

When you remove jammed paper, pull it straight out of the product. Pulling jammed paper out at an angle can damage the product.

Step one: Clear jams from the document feeder

  1. Turn the product off, and then disconnect the power cord from the rear of the product.

    Figure 2: Turn the product off

    Image of how to turn off product
  2. Open the document feeder cover.

    Figure 3: Open document feeder cover

    Image of how to open the document feeder cover
  3. Lift the document feeder mechanism, and then gently pull the jammed paper out.

    CAUTION: If the paper tears while removing it from the rollers, check the rollers for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the product, more paper jams are likely to occur.

    Figure 4: Remove jammed paper from the document feeder

    Image of how to remove the jammed paper from the document feeder
  4. Close the document feeder cover.

    Figure 5: Close the document feeder cover

    Image of how to close the document feeder cover

Step two: Clear jams from the input tray

  1. Remove tray 1, and then lift the jam access door above the tray.

    Figure 6: Remove tray 1 and lift the jam access door

    Image of how to remove tray 1 and lift jam access door above tray
  2. With both hands, grasp the paper where it is most visible, including the middle, and then carefully pull the paper straight out of the product.

    Figure 7: Remove jammed paper from the input tray

    Image of how to remove jammed paper from the input tray
  3. Reinsert tray 1.

    Figure 8: Reinsert tray 1

    Image of how to reinsert tray 1

Step three: Clear jams from the rear of the printer

  1. Open the rear door.

    CAUTION: The fuser, located in the back of the product, is hot. Wait for the fuser to cool before continuing.

    Figure 9: Open the rear door

    Image of how to open the rear door
  2. With both hands, grasp the paper where it is most visible, including the middle, and then carefully pull the paper straight out of the product.

    Figure 10: Remove jammed paper from the product

    Image of how to remove jammed paper from product
  3. Close the rear output door.

    Figure 11: Close the rear output door

    Image of how to close the rear output door

Step four: Clear jams from the output tray

  1. With both hands, grasp the paper where it is most visible, including the middle, and then carefully pull the paper straight out of the output tray.

    Figure 12: Remove jammed paper from the output tray

    Image of how to remove jammed paper from the output tray
  2. Reconnect the power cord to the rear of the product.

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

Step five: Print a cleaning page

Print a cleaning page to remove excess toner from the paper path and to see if the paper jam is cleared.

NOTE: A cleaning page prints slowly, but uses no toner.
  1. From the Home screen, touch the Setup icon ().

  2. Touch Service.

  3. Touch Cleaning Page.

  4. Load plain letter or A4 paper when prompted.

    A page feeds through the product slowly. Discard or recycle the page when the process completes.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

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

Solution two: Reset the printer, check the print settings, and print a cleaning page

Follow these steps to reset the product, check the print settings, and print a cleaning page.

Step one: Reset the printer

  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: Check the print settings

Follow these steps to check and adjust print settings to match the loaded paper.

NOTE: The steps can vary depending on the software program.
  1. From the File menu in the software program, click Print.

  2. In the Print dialog box, click Properties.

  3. Check the settings on the Paper/Quality tab, change them if necessary, and then click OK.

  4. Try printing again.

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

  • If the issue persists, see the next step.

Step three: Print a cleaning page

Print a cleaning page to remove excess toner from the paper path and to see if the paper jam is cleared.

NOTE: A cleaning page prints slowly, but uses no toner.
  1. From the Home screen, touch the Setup icon ().

  2. Touch Service.

  3. Touch Cleaning Page.

  4. Load plain letter or A4 paper when prompted.

    A page feeds through the product slowly. Discard or recycle the page when the process completes.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, see the next solution.

Solution three: Service the printer

Contacting HP for service in Asia Pacific.

If you have completed all the preceding steps and are still experiencing a problem, you may need further assistance from HP to remedy your concern.

Please contact HP using one of the options found at Contact HP to obtain service.

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

If you have completed all the preceding steps and are still experiencing a problem, service the product.

Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .

  • If your product is in warranty, Contact HP to obtain service.

  • If your product is out of warranty, Contact HP to find an authorized service provider or to setup service (fees might apply).

Helpful Hints

Follow these recommendations to enable the Jam Recovery feature, and to help prevent paper jams in the future.

Jam recovery

When the Jam Recovery feature is on, the product reprints any pages damaged during a jam.

Follow these steps to turn on the Jam Recovery feature.

  1. Open the HP ToolboxFX:

    • Windows XP: Click Start, click All Programs, click HP, click your product, and then click ToolboxFX.

    • Windows Vista and Windows 7: Click the Windows icon (), click All Programs, click HP, click your product, and then click HP ToolboxFX.

  2. Click the Device Settings folder, and then click System Setup.

  3. Next to Jam Recovery, click On from the drop-down list.

How to avoid paper jams

  • Do not overfill the input tray.

  • When you load new paper in the input tray, remove any paper that is already in the input tray, tap the stack of new paper on a flat surface to align the edges, and then load the new paper.

  • Adjust the paper width and length guides snugly against the paper.

  • Make sure that the input tray is securely in place.

  • Do not add or remove paper to or from the input tray while the product is printing.

  • Do not fan the paper before loading. Fanning causes static electricity, which makes the pages stick together.

  • Use only HP-recommended paper types and sizes.

  • Do not let paper stack up in the output tray. The paper type and the amount of toner used affect the output tray capacity.

  • Do not open the print cartridge door during a print job.

  • Make sure that the power cord is firmly connected to both the product and the power supply.

  • Do not print on paper that is damaged or has foreign objects attached to it, such as staples or paper clips.

  • Store the paper flat in its moisture proof wrapping in an environment that is not too humid or too dry.

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