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HP Deskjet Ink Advantage 6520 e-All-in-One and HP Photosmart 6520 e-All-in-One Printer Series - An 'Out of Paper' Message Displays on the Control Panel and the All-in-One Does Not Pick Up Paper

Issue

An 'Out of paper' message displays on the control panel, and the printer does not pick up or feed paper. The printer might make noises as though it is printing, but no paper moves through it.

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Experiencing frequent or recurring paper feed issues?

Follow these guidelines to help prevent paper feed issues:

  • Make sure to push the paper tray into the product until it stops.

  • Load at least 10 sheets of paper into the tray, but do not overload the tray.

  • Do not push the paper too far into the tray.

  • Load only one type of paper at a time into the tray.

  • Use only clean unused paper in the tray.

  • Store paper in a cool dry place.

  • Reload paper that has been in the tray for a while. Avoid printing on paper that is dusty.

  • Wait for the product to complete a print job or to display an 'Out of paper' message before reloading the tray.

Causes

Any of the following issues can cause paper feed issues:

  • The paper tray is not pushed into the product until it stops.

  • The paper tray is overloaded.

  • The paper is curled.

  • The print side or shiny side of the paper is not loaded face down in the tray.

  • The paper width guides are too tight against the paper stack.

  • The paper feed rollers are coated with dust.

  • Debris such a as paper clips or bits of paper might have fallen into the paper path.

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

When one of the solutions resolves the issue, you can stop troubleshooting.

Video of fixing a paper feed issue

The following video demonstrates what to do if the printer does not pick up or feed paper.

NOTE: This video shows the HP Photosmart 6520 e-All-in-One printer, 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 .

Solution one: Turn the All-in-One off and on again

Follow these steps to restart the printer and to print a test page.

Step one: Turn the All-in-One off and on again

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

  2. Wait 60 seconds.

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

    NOTE: The product might go through a warm-up period which can last up to one minute. Wait until the product is idle and silent before continuing.

Step two: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.

  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

  2. On the printer control panel, touch the Settings icon ().

  3. Touch Tools, and then touch Printer Status Report. The printer prints the page.

  • 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: Check the paper, and then reload it

Paper feed issues might result from using ripped, dusty, curled, wrinkled, or bent paper. The quality of the paper can also make a difference. Follow these guidelines to help avoid the issue.

  • Use only good quality paper that meets printer specifications.

  • Store all paper in a dry, cool place. Paper feed issues occur more often in humid climates.

  • Do not print on paper that is already printed. The dampness of the ink can cause the paper to stick together.

  • Wait for the printer to complete a job or to display an 'Out of paper' message before you reload the paper.

Step one: Check the condition of the paper

  1. Remove the stack of paper from the tray.

  2. Check for obstructions inside the tray. Use a flashlight to view the mechanism inside the tray to make sure that nothing blocks the paper from engaging with the rollers. Even small pieces of paper can cause paper feed issues.

    NOTE: If you find obstructions in the paper path, skip to the section on cleaning the rollers.
  3. Examine the condition of the paper, and then replace any ripped, dusty, curled, wrinkled, or bent paper.

  4. Make sure that all the paper in the stack is the same size and type. Never load mixed types of paper in the tray. The product can only process one type of paper at a time.

  5. Tap the stack of paper on a flat surface to align the edges.

  6. Make sure that the stack of paper contains no fewer than 10 sheets and no more than 25 sheets of paper.

    NOTE: You need to use 10 to 25 sheets of paper only for purposes of these troubleshooting steps. When the issue is resolved, you can resume loading paper according to the paper tray capacity specifications for your product.

Step two: Reload the paper

To purchase paper, go to HP Home & Home Office .

  1. Pull out the input tray until it stops, and then slide the paper guides to their outermost positions.

    Figure 1: Pull out the input tray and slide out the paper guides

    Image: Pull out the imput tray and slide out the paper guides.
  2. Remove any previously loaded media.

  3. Load a stack of plain paper into the input tray with the short edge first and the print side down. Push the stack into the tray until it stops.

    Figure 2: Load the paper into the input tray

    Image: Load  paper into the input tray.
  4. Slide in the paper guides until they rest against the edges of the paper.

    Figure 3: Slide in the paper guides

    Image: Slide in the paper  guides.
  5. Push the input tray into the printer, and then open the paper tray extender.

    Figure 4: Push in the input tray and open the paper tray extender

    Image: Push in the input tray  and open the paper tray extender.

Step three: Print a Printer Status Report

Print another test page to make sure that the hardware functions correctly.

How to print a Printer Status Report

  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

  2. On the printer control panel, touch the Settings icon ().

  3. Touch Tools, and then touch Printer Status Report. The printer prints the page.

If the issue is not resolved, try loading different brands of paper and different types of paper, one type at a time. Then try printing the test page again.

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

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

Solution three: Clean the paper rollers inside the cartridge access area

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

Step one: Clean the paper feed rollers

Follow these steps to clean the paper feed rollers.

  1. Gather the following materials:

    • A clean, lint-free swab that does 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.

    WARNING: You must unplug the power cord to clean the paper feed rollers without the risk of electrical shock.
  4. Open the cartridge access door.

    Figure 5: Open the cartridge access door

    Image: Opening the cartridge access door
  5. Pull the cleanout door up and out to remove it from the printer.

    Figure 6: Remove the cleanout door from the printer

    Image: Remove the cleanout door from the printer.
    1 - Lift the cleanout door up
    2 - Pull the cleanout door out
  6. Lightly dampen the swab with the water, and then squeeze any excess liquid from the swab.

  7. Press the swab against the rollers inside 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 7: Clean the rollers inside the printer

    Image: Clean the rollers inside the printer.
  8. Allow the rollers to dry for 10 to 15 minutes.

  9. Check the rollers on the cleanout door. Make sure that the rollers are not missing, that they turn easily, and that they are springy when you press them. If the rollers are damaged, replace the door.

    Figure 8: Check the rollers on the cleanout door

    Image: Check the rollers on the cleanout door.
  10. Reinsert the cleanout door. Gently push the door into the cleanout area until both latches snap into place.

  11. Close the cartridge access door.

    Figure 9: Close the cartridge access door

    Image: Close the cartridge access door.
  12. Reconnect the power cord to the rear of the printer.

  13. Press the Power button () to turn on the printer.

Step two: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.

How to print a Printer Status Report

  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

  2. On the printer control panel, touch the Settings icon ().

  3. Touch Tools, and then touch Printer Status Report. The printer prints the page.

  • If the test page prints, try printing the original document again. If the original document prints, you can stop troubleshooting.

  • If the test page prints, but the original document does not, continue with the next solution.

  • If the test page does not print, try printing the test page again. Listen for the rubber paper rollers; you should be able to hear them rotating. Then try to slowly push the paper farther into the tray until the rollers pick up the paper. Be careful not to push the paper in too far, which can cause a paper jam.

    • If the test page prints when you slowly push the paper farther in, try printing the original document again. The paper might not have been loaded far enough into the printer. If the issue is resolved, you can stop troubleshooting.

    • If the test page does not print when you slowly push the paper farther in, repeat the previous steps to clean the rollers. If the issue continues after repeated cleaning, continue with the next solution.

    • If the paper only feeds through the printer when you slowly push it farther in, repeat the previous steps to clean the rollers. If the issue continues after repeated cleaning, continue with the next solution.

Solution four: Adjust the paper settings in the print driver

The printer might not pick up paper if the paper size and type in the paper tray do not match the size and type settings in the print driver.

Windows

  1. Reload the paper that you were using when the issue occurred.

  2. Return to the document that you were trying to print when the issue occurred.

  3. Click File or click the Microsoft Office Button (), and then click Print.

  4. Select your printer, and then click Properties or Printer Properties.

  5. Click the Paper/Quality tab.

  6. From the Paper Size drop-down list, select the option that matches your paper size. For example, if you have legal paper loaded in your printer, select Legal 8.5x14in.

  7. From the Media drop-down list, select the paper type that matches the paper loaded in the printer.

  8. Click OK, and then click OK again to apply the settings.

  9. Click OK or Print from the Print dialog box to start the print job.

Mac

  1. Reload the paper that you were using when the issue occurred.

  2. Return to the document that you were trying to print when the issue occurred.

  3. Click File, and then Print.

  4. Select the Paper Type/Quality or Media & Quality menu.

  5. Select the paper type that matches the paper loaded in the printer.

  6. Click Print to try the print job again.

Solution five: Service the All-in-One

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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