General paper-path and jam troubleshooting
Use the following suggestions to isolate the cause of a problem. After identifying the cause, use the
tables for a recommended solution.
NOTE Use the paper-path test in the Troubleshooting menu to print pages when
troubleshooting paper path issues.
●
View or print the event log to determine if a particular jam error occurs more often than others. Try
to identify a pattern.
●
Make sure that the media meets HP specifications. See
Supported media weights and sizes
on page 444.
●
Use the event log to determine the frequency of a particular jam. If a jam occurs repeatedly at
approximately the same page count, consider it a single jam that the customer unsuccessfully tried
to clear.
●
Try printing from and to all available trays and bins to determine if the problem is isolated to one
tray or bin.
●
Print the job in simplex and duplex modes to determine if the problem occurs in a particular mode.
●
Try printing on media from an unopened ream that has been stored correctly. If a jam does not
occur, the customer's media might be causing the problem.
●
If the jam occurs after the device is turned on, check the paper path for small, torn pieces of media.
Also, check for broken sensors and flags, and check for loose or defective connections.
●
If the media is torn, folded, or wrinkled, check the paper path for obstructions that could be causing
the damage.
●
Replace any non-HP supplies with genuine HP supplies.
●
If necessary, tell the customer about proper media storage, correct loading technique, and printer
operation. Make sure that the customer knows not to grab media in the output bin during duplex
printing.
Paper-path checklist
●
Make sure that the media is loaded correctly, and that all of the length and width guides are set
correctly.
●
Clean the device. Toner and media dust in the paper path can inhibit the free movement of media
through the device and can block the sensors.
●
Use the paper-path test in the Troubleshooting menu to vary the input selections of the device to
determine if the problem is associated with a particular area of the printer.
●
Check the condition of the pickup rollers and separation pads. Worn rollers or separation pads can
cause multifeeds. Damaged input trays can cause misfeeds and multifeeds. Replace the tray if
necessary.
ENWW General paper-path and jam troubleshooting 449
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