Jump to content

More Than One Page at a Time Feeds through the All-in-One

  • PrintPrint

Issue

When you try to print, scan, or copy, more than one page at a time feeds through the product.
Experiencing frequent or recurring paper feed issues?

If you are looking for information on preventing a paper feed issue from recurring, you can skip to the prevention and cause sections in this document.

Solution one: Check the paper, and then reload it

Paper feed issues might result from dusty, torn, wrinkled, wet, or folded paper in the tray. The quality of the paper can also make a difference. Follow these steps to check the condition of the paper.

Step one: Check the condition of the paper

NOTE:If your product includes paper tray 2, perform the following steps for paper tray 1 and paper tray 2.
Figure 1: Paper tray 2 (optional)
Illustration of paper tray 2
  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

Option one: Reload paper tray 1

  1. Lift the output tray.
    Figure 2: Lift the output tray
    Illustration of lifting the output tray.
  2. Insert 10 to 25 sheets of paper print-side down with the short edge forward in the center of the tray. Make sure that the stack of paper aligns with the line on the paper width guide, and is not higher than the paper stack line on the paper width guide.
  3. Slide the paper guides inward until they stop at the edge of the paper. Do not push the guides in so tightly that they bind against the paper.
    Figure 3: Adjust the paper guides
    Illustration of adjusting paper guides
  4. Lower the output tray, and then pull out the output tray extension.
    Figure 4: The output tray extension
    Illustration of pulling out the tray extension

Option two: Reload paper tray 2

  1. Grasp paper tray 2 under the front of the tray, and then pull it out.
    Figure 5: Pull the paper tray out
    Illustration of pulling paper tray 2 out of the product
  2. Insert 10 to 25 sheets of paper print-side down with the short edge forward in the center of the tray. Make sure that the stack of paper aligns with the line on the paper width guide, and does not exceed the line marking on the paper width guide.
    CAUTION:Load paper tray 2 with plain paper only.
  3. Slide the paper guides inward until they stop at the edge of the paper. Do not push the guides in so tightly that they bind against the paper.
    Figure 6: Slide the tray 2 paper guides inward
    Illustration of adjusting the paper guides inward
  4. Gently push the tray back into the product.

Step three: Print a self-test report

NOTE:These steps print a self-test page from either a product control panel or a touch screen.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.
  2. Press Setup (). The Setup menu displays.
  3. Scroll to Print Report, and then press OK. The Print Report menu displays.
  4. Scroll to Self-Test Report, and then press OK. The self-test report prints.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution two: Clean the rollers

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

Step one: Clean the rubber paper feed and pick rollers

  1. Gather the following materials:
    • A clean, lint-free cloth, or any cloth that will not come apart or leave fibers
    • Distilled, filtered, or bottled water (tap water might damage the product)
    • A clean, lint-free cotton swab
  2. Press the Power button () to turn off the product.
  3. Turn the product so that you can access the rear side.
  4. Disconnect the power cord from the rear of the product.
  5. Press in the buttons on the sides of the two-sided printing accessory (duplexer), and then remove the duplexer by pulling it away from the product.
    Figure 7: Remove the duplexer
    Photograph of pressing buttons and removing duplexer
    1 - Press the buttons on the sides of the duplexer
    2 - Pull the duplexer out of product
  6. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  7. Press the cloth against the rollers in the product, and then rotate them upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure 8: Clean the rollers in the product
    Photograph of cleaning the rollers in the product
  8. Look inside the rear access area of the product to find the pick rollers. They are near the center of the product behind the paper feed rollers.
    Figure 9: Location of the pick rollers
    Photograph of the location of the pick rollers
    NOTE:You might need to use a flashlight to illuminate the pick rollers.
  9. Lightly dampen a clean, lint-free cotton swab, and then use it to clean the pick rollers.
    Figure 10: The pick rollers
    Photograph of the pick rollers inside the product
  10. Allow the rollers to dry for 10 or 15 minutes.

Step two: Check the rollers in the duplexer

  1. Press in the buttons on the latch on the rear of the duplexer, and then lower the cover.
    Figure 11: Open the duplexer
    Illustration of opening the duplexer
    1 - Press in the buttons on the latch
    2 - Lower the cover
  2. Check the paper feed rollers in the duplexer to make sure that they are clean, free of paper bits, and rotate freely.
    Figure 12: Check the rollers in the duplexer
    Photograph of checking the rollers in the duplexer
  3. Clean the rollers of the duplexer the same way you cleaned the rollers inside the product.
  4. Allow the rollers of the duplexer to dry for 10 or 15 minutes.
  5. Gently push the duplexer into the product until it snaps firmly into place.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button () to turn on the product.

Step three: Print a self-test report

NOTE:These steps print a self-test page from either a product control panel or a touch screen.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.
  2. Press Setup (). The Setup menu displays.
  3. Scroll to Print Report, and then press OK. The Print Report menu displays.
  4. Scroll to Self-Test Report, and then press OK. The self-test report prints.
  • 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 automatic document feeder

If the product picks up more than one sheet of paper from documents in the automatic document feeder (ADF), clean the rollers and the separator pad in the ADF.

Step one: Pass a blank page through the ADF

  1. Load one sheet of unused, plain white, full-size paper into the document feeder tray.
  2. Press Start Copy Black to pull the page through the ADF. The plain paper releases and absorbs residue from the rollers and separator pad.
  3. Load several sheets of the original document print-side up in the ADF document feeder.
    Figure 13: Load several sheets from the original document
    Illustration of loading one sheet of the original document in the ADF document feeder
  4. Press Start Copy Black or Start Copy Color to see if the ADF picks up only one sheet at a time.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.

Step two: Clean the separator pad and rollers manually

  1. Gather the following materials:
    • A clean, lint-free cloth, or any cloth that will not come apart or leave fibers
    • Distilled, filtered, or bottled water (tap water might damage the product)
  2. Remove any documents from the document feeder tray.
    Figure 14: Remove documents from the ADF
    Remove any documents from the document feeder tray
  3. Press the Power button () to turn off the product.
  4. Disconnect the power cord from the rear of the product.
  5. Lift the cover of the ADF until it stops.
    Figure 15: The ADF
    Photograph of  the rollers and separator pad inside the ADF cover.
    1 - Rollers
    2 - Separator pad
    3 - Automatic document feeder cover
  6. Find the separator pad.
    Figure 16: The separator pad
    Photograph of the separator pad in the center of the ADF.
  7. Lightly dampen a clean lint-free cloth with distilled or bottled water, and then squeeze any excess liquid from the cloth.
  8. Use the damp cloth to wipe any residue off the separator pad.
  9. Find the ADF rollers.
    Figure 17: The ADF rollers
    Photograph of the two ADF rollers underneath the ADF cover.
  10. Use the damp cloth to wipe any residue off the rollers.
  11. Dry the rollers and separator pad with a clean, dry, lint-free cloth.
  12. Close the ADF cover.

Step three: Make a copy using the ADF

  1. Load several sheets of the original document print-side up in the ADF document feeder.
    Figure 18: Load several sheets from the original document
    Illustration of loading several sheets of the original document in the ADF document feeder
  2. Reconnect the power cord to the rear of the product.
  3. Press the Power button () to turn on the product.
  4. Press Start Copy Black or Start Copy Color to see if the ADF picks up only one sheet at a time.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution four: Service the product

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).

Prevent paper feed issues

Follow these guidelines to help prevent paper feed issues:
  • Load at least 10 sheets of paper into the tray, but do not overload the tray.
  • Load paper correctly. Do not push the paper too far into the tray.
  • Use only one type of paper at a time in the tray.
  • Store paper in a cool dry place.
  • Use only clean unused paper in the tray.
  • Reload paper that has been in the tray for a time. Avoid printing on paper that is dusty.
  • Wait for the product to complete a job or to display an 'Out of paper' message before reloading paper.

Cause

Any of the following issues can cause the issue:
  • The paper trays are overloaded.
  • The paper is curled.
  • The print side, or shiny side, of the paper is not loaded in the tray face down.
  • The paper guides are too tight against the paper stack.
  • The rubber paper feed rollers are coated with dust.
  • Foreign debris might have fallen into the paper path.

HP Support forums

Find solutions and collaborate with others on the HP Support Forum
HP.comHP on FacebookHP on TwitterHP on YouTubeHP on Linked InHP on FlickrHP on Google+