220 Troubleshooting EN
General paper-path troubleshooting
Jams occur in the printer when print media does not either reach or clear a photosensor along the
printer paper path in a specific amount of time. If a jam occurs, a
13.XX PAPER JAM
message appears
on the printer control panel. The following table contains general questions you might ask and topics
to explore before troubleshooting.
Table 39. General paper-path troubleshooting questions
Troubleshooting check Action
What is the frequency of the jams (for
example: continuous, one jam per 100
pages, one jam per 1000 pages)?
Verify with the customer. Print the event
log to determine the jam history. See
figure 94, “Sample event log,” on page
191. to evaluate the event log.
Do jams only occur when the print media
is fed from a particular paper input source
(such as tray 1 or tray 2)?
Use the paper path test to isolate the
problem. See “Paper-path test” on page
222.
Do jams only occur when print media is
output to a specific output bin (either the
top output bin or rear output bin)?
Use the paper-path test to isolate the
problem. See “Paper-path test” on page
222.
Do jams occur with a specific type of
paper?
Try different media. See the
HP LaserJet
Printer Family Print Media Guide
. The
guide is bundled with this service manual.
Where does the leading edge of the first
sheet of paper in the printer paper path
stop when a jam occurs? Are any sheets
of media damaged or torn?
Attempt to duplicate. Use the paper-path
test to isolate the problem. Inspect the
paper path and all paper-path mechanical
assemblies up to the location where the
jams occur.
Is the customer loading the paper trays
correctly?
Observe the customer loading print
media. Do not fan paper. See proper
media handling procedures in the
HP
LaserJet Printer Family Print Media Guide
.
Is the customer overfilling the paper trays? Ensure that print media is not over the
maximum fill marks in the paper trays.
Heavy media, such as transparencies,
labels, and card stock, might feed better if
only a few sheets are loaded at a time.
Observe the customer loading paper in
the trays.
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