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An 'Original Jam: Clear jam, and then press OK to continue' Message Displays for HP Officejet 7500A (E910a and E910c) Wide Format e-All-in-One Printers

Issue

When using the automatic document feeder (ADF) to copy, scan, or fax, the error message 'Original Jam: Clear jam, and then press OK to continue' displays on the product control panel.

Experiencing frequent or recurring paper jams?

  • Before loading paper in the ADF document feeder 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.

  • Push the stack of paper forward until the message Original Loaded displays on the control panel, and then adjust the paper width guides so they rest against the stack of paper. Do not push the guides in so tightly that they bind against the paper.

    CAUTION: Do not force the paper to move too far forward in the tray.
  • Do not overload the ADF document feeder tray with paper.

  • 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.

  • To help prevent ADF jams, make sure that the parts of the ADF are clean and free of dust or sticky material. This applies to the input and output trays, ADF scanner glass strip, cork pad, and pickup rollers.

Causes

  • Paper loaded incorrectly in the ADF document feeder tray.

  • Damaged or dirty paper rollers.

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

  • 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.

Video of clearing a paper jam from the automatic document feeder

This video demonstrates how to clear a paper jam from the rear and front of the product and the automatic document feeder. Scan forward to the last half of the video to see how to clear a paper jam from the ADF.

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Solution one: Clear the paper jam

Follow these steps in the order presented to clear a paper jam from the ADF.

Step one: Remove any loose paper

Remove any loose paper from the ADF document feeder and output trays.

CAUTION: Do not remove jammed paper at this stage.

Figure 1: Remove loose paper

Illustration of removing loose paper from document feeder tray

Step two: Remove the jammed paper

Follow these steps in the order presented to check the ADF mechanism for a paper jam.

  1. Open the document lid.

    Figure 2: Open the document lid

    Illustration of opening the document lid
  2. Lift the top cover of the ADF.

    Figure 3: Lift the ADF cover

    Illustration of lifting the top cover of the ADF
  3. Lift the ADF mechanism.

    Figure 4: Lift the ADF mechanism

    Illustration of lifting the ADF mechanism
  4. Gently pull any jammed paper out of the ADF mechanism.

    CAUTION: If the paper tears while you remove it, check the rollers and wheels for any torn pieces of paper that might remain inside the ADF. If any torn pieces of paper remain inside the product, more paper jams are likely to occur.
  5. Lower the ADF mechanism.

  6. Close the document lid.

  7. Close the ADF cover.

  8. Reload the original document print side up in the document feeder tray.

  9. Adjust the paper width guides so that they rest against the stack of paper. Do not push the guides in so tightly that they bind against the paper.

    Figure 5: Adjust the paper width guides

    Illustration of adjusting the paper width guides
  10. Touch OK on the product control panel to try the task again.

  11. If the product does not continue the task, try the task again.

  • 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 product

Follow these steps to reset the product.

Step one: Perform a power reset

  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: Make a copy using the ADF

  1. Lift the output tray.

    Figure 6: Lift the output tray

    Illustration of lifting the output tray
  2. Load unused, plain white paper in the input tray, and then adjust the paper width guide inward.

    CAUTION: Do not push the guide in so tightly that it binds against the paper.

    Figure 7: Load paper into the input tray

    Illustration of loading paper into the input tray
    1 - Load paper
    2 - Adjust the paper width guides
  3. Load one sheet from the original document print side up in the ADF document feeder.

  4. Touch the Copy icon (), and then Black or Color. The product prints a copy of the page.

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

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

Solution three: Service the product

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).

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