Troubleshooting paper jams and printhead crashes
NOTE: If you were using HP Coated Paper when the problem occurred, see also Printhead crashes/smears
on high-density prints using coated paper on page 13.
Paper jams and printhead crashes are grouped together because in many cases a paper jam causes the paper
to lift up into the Carriage path and cause a printhead crash, which means that many paper jams are reported
as printhead crashes.
Question Answer
Did the paper jam occur when loading paper? If paper jams have occurred previously, some pieces of paper may
still be stuck in the paper path. Clear the paper path.
NOTE: Customers often store used rolls without protecting
them from office environmental conditions; when exposed to
high humidity, the paper edges tend to curl. This curling can
cause paper jams when paper is loaded by feeding paper in.
Did the paper jam occur when loading 30 inch wide media? Media may jam due to excessive friction in the opposite edge of
the media loading reference edge. Check that there is no damage
due to the paper feed brake providing more tension than needed
to the media. In this case, replace the paper feed brake. If the
problem persists; escalate to HP Support.
Is the customer using non-HP paper? The use of non-HP paper can easily be the cause of paper jams
and printhead crashes—especially printhead crashes, because HP
paper is specially formulated to avoid cockle, one of the primary
causes of head crashes. If the paper is not HP-approved, advise
the customer to use HP paper and check to see if the problem is
now solved.
TIP: When clearing a paper jam, sometimes paper is stuck in the paper path. To clear this, you must open
the Rear Door and insert thicker paper into the paper path to push out the paper that is still stuck there.
Troubleshooting shutdowns
If a shutdown occurs, you will get the message “Switch Power Off” followed by one of these messages:
●
Check Maintenance Cartridge Path
●
Check Paper Path
●
Check Printhead Path
NOTE: A shutdown in each path will require different steps to resolve the problem as explained below. In
each case, make sure that you power off the printer before trying to resolve the problem.
Also check that the Rewinder Motor moves easily (without friction) with the printer turned off.
Maintenance cartridge path
Open the right door of the printer and check for any visible obstacles restricting the movement of the Service
Station. Manually move the Service Station, checking for smooth and free movement.
Paper path
To resolve paper path problems, do the following.
ENWW Troubleshooting paper jams and printhead crashes 11
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