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An 'Out of Paper' or 'Pick Motor Stalled' Message Displays, and the Printer Does Not Pick Up or Feed Paper From the Main Tray

  • PrintPrint

Issue

The printer does not pick up or feed paper from the tray, and an 'Out of Paper ' or 'Pick Motor Stalled ' message displays on the control panel.
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  • Load at least 10 sheets of paper into the tray, but make sure that the paper height does not exceed the guidelines on the sides of the tray. The maximum capacity of the input tray is 250 sheets, and the maximum capacity of the output tray is 150 sheets. Do not overload the input tray, and clear the output tray promptly.
    For more information on loading paper, see Loading Plain Paper, Cards, Photo Paper, and Specialty Paper .
  • Load only plain U.S. Letter or A4 size paper in Tray 2. Tray 2 is an optional accessory and does not support specialty paper.
  • Do not push the paper too far into the tray.
  • Make sure that the paper width guides are not too tight against the paper stack.
  • Load only one type of paper at a time. Do not mix different types, weights, or sizes of paper.
  • Store paper in a cool, dry place.
  • Use only clean unused paper in the tray.
  • Do not use paper that is bent, torn, dusty, damp, wrinkled, curled, or that does not lie flat.
  • Reload paper that has been in the tray for a while.
  • Do not print on paper with paper clips or staples attached.
  • Do not load paper during a print job. Wait for the printer to complete a print job, or to display an 'Out of Paper ' message before reloading the tray.
  • Make sure that the paper rollers are not damaged, dirty, or dusty.
  • Use HP-recommended paper types:
    Plain paper; Thick plain paper; HP Bright White Paper; HP Premium Presentation Paper, Matte; HP Premium Plus Photo Papers; Other inkjet papers; HP Advanced Photo Papers; HP Everyday Photo Paper, Matte; HP Everyday Photo Paper, Glossy; Other photo papers; Other specialty papers; Other Greeting Cards; HP Brochure Paper 180g, Glossy; HP Brochure and Flyer Paper, Matte; HP Tri-fold Brochure Paper, Matte; HP Tri-fold Brochure Paper, Glossy; Other brochure papers; Plain hagaki; Inkjet hagaki; Photo hagaki; Card Stock
    If you are experiencing problems with certain paper types or sizes, see the Product Specifications to make sure that your printer supports those paper types and sizes.

Video of fixing paper feed issues

The following video demonstrates what to do if the printer does not pick up or feed paper.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .

Solution one: Reset the printer

Follow these steps to reset the printer, and then print a self-test report.

Step one: Reset the printer

  1. If the printer is turned off, press the Power button to turn on the printer. Wait until the printer is idle and silent before continuing.
  2. With the printer turned on , disconnect the power cord from the rear of the printer.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 60 seconds.
  5. Plug the power cord back into the wall outlet.
    NOTE:HP recommends connecting the printer power cord directly to the wall outlet.
  6. Reconnect the power cord to the rear of the printer.
  7. If the printer does not turn on by itself, press the Power button to turn it on.
    NOTE:The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
  8. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
  • If these steps resolved the error message , continue with the next step.
  • If the error message persists , skip to the next solution.

Step two: Print a Printer Status Report

Print a test page to make sure that the printer hardware functions properly.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.
  2. On the control panel, touch the Right Arrow ( ).
  3. Touch Setup ( ).
  4. Touch the Down Arrow ( ) to scroll to Reports .
  5. Touch Reports , and then touch Printer Status Report . The Printer Status Report prints.
  • If the test page prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
  • If the test page prints, but the original document does not , continue to the next solution.
  • If the test page does not print or if the issue persists , continue with the next solution.

Solution two: Update the printer firmware

Follow these steps to update the printer firmware and to print a test page.
Important : The HP printer must connect to a wired (Ethernet) or wireless network with an active Internet connection to receive updates.

Step one: Update the printer firmware

Select a method, and then follow the steps to update the printer firmware.
Follow these steps to check for the latest product updates for your product.
  1. From the home screen on the product control panel, touch the ePrint icon ( ).
  2. Wait for the product to connect to the ePrint server. The ePrint status displays.
  3. Touch Settings on the bottom left corner of the screen.
  4. Touch Printer Update , and then touch Check for Update Now .
    NOTE:Check for updates every week to make sure that you are getting the most out of your HP product.
Follow these steps to check for the latest firmware updates for your printer using the HP website.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Step two: Print a Printer Status Report

Print a test page to make sure that the printer hardware functions properly.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.
  2. On the control panel, touch the Right Arrow ( ).
  3. Touch Setup ( ).
  4. Touch the Down Arrow ( ) to scroll to Reports .
  5. Touch Reports , and then touch Printer Status Report . The Printer Status Report prints.
  • If the test page prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
  • If the test page prints, but the original document does not , continue to the next solution.
  • If the test page does not print or if the issue persists , continue with the next solution.

Solution three: Check the condition of 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. Use only good quality paper that meets the printer specifications. Follow these steps to check the condition of the paper.
Follow these steps to check the condition of the paper.

Step one: Check the condition of the paper

Follow these steps to check the condition of the paper.
  1. Grasp the handle on the front of the input tray, and then pull the tray towards you to open it.
    Figure 1: Pull out the input tray
    Image: Pull out the input tray.
  2. Remove the stack of paper from the tray.
  3. Inspect the paper tray and remove any obstructions such as torn paper, foam packaging materials, or tape packaging materials. 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. If you find obstructions in the paper path, skip to the section on cleaning the rollers.
  4. Examine the condition of the paper, and then replace any ripped, dusty, curled, wrinkled, or bent paper.
  5. 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 printer can only process one type of paper at a time.
  6. Tap the stack of paper on a flat surface to align the edges.
  7. 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 printer.
  8. Slide the input tray back into the printer to close it.
  9. If your printer includes Tray 2 as an optional accessory, repeat these steps for Tray 2.
    Figure 2: Tray 2
    Image: Tray 2.

Step two: Reload the paper

Choose from the following options to reload paper into the printer paper trays.
  1. Grasp the handle on the front of the input tray, and then pull the tray toward you to open it.
    Figure 3: Pull out the input tray
    Image: Pull out the input tray.
  2. Slide the paper width guides out as far as possible.
  3. Remove all paper from the paper tray.
  4. Hold a stack of unused, U.S. Letter or A4 plain white paper, and then tap the bottom edge on a flat surface so that the stack is even on all sides.
  5. With the input tray removed from the printer, insert the stack of unused paper (with the print-side down) in the center of the tray.
    NOTE:Only load plain, unused paper. Do not mix different types of paper in the input tray. Do not use paper with paper clips or staples attached. Do not use paper that is bent, torn, dusty, damp, wrinkled, curled, or paper that does not lie flat.
  6. Make sure that the paper height does not go above the solid red lines on the sides of the tray.
    Figure 4: Paper fill guide
    Image: Solid red lines on the sides of the tray.
  7. Adjust the paper width guides so that they rest against the edges of the paper.
    Figure 5: Input tray
    Image: Input tray.
    1 - Paper width guide
    2 - Paper fill guide
    3 - Paper length guide
  8. If the input tray is extended to allow for longer paper, set the paper length guide so that it secures the paper toward the end of the tray and can touch the pick roller.
  9. Carefully reinsert the tray into the printer, and then push the tray forward to close it.
  10. Pull out the tray extender on the output tray.
    Figure 6: Pull out the tray extender on the output tray
    Image: Pull out the tray extender.
  • If these steps resolved the error message , continue with the next step.
  • If the error message persists , skip to the next solution.
NOTE:If your printer does not include Tray 2 as an optional accessory, skip this step.
  1. Grasp the underside of the tray, and then pull out the tray from the bottom of the printer.
    Figure 7: Pull out Tray 2
    Image: Pull out Tray 2.
  2. Slide the paper width guides out as far as possible.
  3. Remove all paper from the paper tray.
  4. Hold a stack of unused, U.S. Letter or A4 plain white paper, and then tap the bottom edge on a flat surface so that the stack is even on all sides.
  5. With the input tray removed from the printer, insert the stack of unused paper (with the print-side down) in the center of the tray.
    NOTE:Tray 2 supports only U.S. Letter or A4 plain white paper. Do not use paper with paper clips or staples attached. Do not use paper that is bent, torn, dusty, damp, wrinkled, curled, or paper that does not lie flat.
  6. Make sure that the paper height does not go above the solid red lines on the sides of the tray.
    Figure 8: Paper fill guide
    Image: Solid red lines on the sides of the tray.
  7. Adjust the paper width guides so that they rest against the edges of the paper.
    Figure 9: Input tray
    Image: Input tray.
    1 - Paper width guide
    2 - Paper fill guide
    3 - Paper length guide
  8. Carefully reinsert the tray into the printer, and then push the tray forward to close it.
  9. Pull out the tray extender on the output tray.
    Figure 10: Pull out the paper tray extender
    Image: Pull out the paper tray extender.
  • If these steps resolved the error message , continue with the next step.
  • If the error message persists , skip to the next solution.

Step three: Print a Printer Status Report

Print a test page from Tray 1 to make sure that the printer hardware functions properly. If your printer includes Tray 2 as an optional accessory, print a test page from Tray 2 as well.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.
  2. On the control panel, touch the Right Arrow ( ).
  3. Touch Setup ( ).
  4. Touch the Down Arrow ( ) to scroll to Reports .
  5. Touch Reports , and then touch Printer Status Report . The Printer Status Report prints.
  • If the test page prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
  • If the test page prints, but the original document does not , continue to the next solution.
  • If the test page does not print or if the issue persists , continue with the next solution.
Follow these steps if you are trying to print on specialty paper such as card stock, envelopes, photo paper, or labels.

Step one: Condition the pick roller

  1. Load plain paper in the input tray.
  2. Make 30 to 50 blank copies to prime the pick roller.

Step two: Check the condition of the specialty paper

Follow these steps to check the condition of the specialty paper.
NOTE:You can print specialty paper only from Tray 1 . If your printer has the optional accessory Tray 2, specialty media cannot be printed from it.
  1. Grasp the handle on the front of the input tray, and then pull the tray towards you to open it.
    Figure 11: Pull out the input tray
    Image: Pull out the input tray.
  2. Remove the stack of paper from the tray.
  3. Inspect the paper tray and remove any obstructions such as torn paper, foam packaging materials, or tape packaging materials. 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. If you find obstructions in the paper path, skip to the section on cleaning the rollers.
  4. Examine the condition of the paper, and then replace any ripped, dusty, curled, wrinkled, or bent paper.
  5. 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 printer can only process one type of paper at a time.
  6. Tap the stack of paper on a flat surface to align the edges.

Step three: Reload the specialty paper into Tray 1

  1. Slide the paper width guides out as far as possible.
  2. Load the stack of paper in the center of the tray, with the print side down and the short edge forward.
    • If you are loading photo paper , load the paper print side down and the short edge forward.
    • If you are loading envelopes , load the envelope flap side up, with the flap pointing to the right.
      Figure 12: How to load envelopes
      Image: How to load envelopes.
  3. Make sure that the paper height does not go above the dotted red lines on the sides of the tray.
    Figure 13: Paper fill guide
    Image: Dotted red lines on the sides of the tray.
  4. Adjust the paper width guides so that they rest against the edges of the paper.
    Figure 14: Input tray
    Image: Input tray.
    1 - Paper width guide
    2 - Paper fill guide
    3 - Paper length guide
  5. Carefully reinsert the tray into the printer, and then push the tray forward to close it.
  6. Pull out the tray extender on the output tray.
    Figure 15: Pull out the tray extender on the output tray
    Image: Pull out the tray extender.
  • If these steps resolved the error message , continue with the next step.
  • If the error message persists , skip to the next solution.

Step four: Print a test page

Print a test page to make sure that the printer hardware functions properly.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.
  2. On the control panel, touch the Right Arrow ( ).
  3. Touch Setup ( ).
  4. Touch the Down Arrow ( ) to scroll to Reports .
  5. Touch Reports , and then touch Printer Status Report . The Printer Status Report prints.
  • If the test page prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
  • If the test page prints, but the original document does not , continue to the next solution.
  • If the test page does not print or if the issue persists , continue with the next solution.

Solution four: Clean the paper rollers

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

Step one: Clean the pick roller

  1. Gather the following cleaning 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. Press the Power button to turn off the printer.
  3. Disconnect the power cord from the rear of the printer.
  4. Unplug the power cord from the electrical outlet.
  5. Disconnect any other cables attached to the printer.
  6. Place your fingers in the slot on the front of Tray 1.
    Figure 16: Slot on the front of Tray 1
    Image: The slot on the front of Tray 1.
  7. Remove the tray from the printer by pulling it toward you.
  8. Lift the printer from the right side, and then place the printer on its left side.
  9. Turn the printer so you see its underside, and then locate the pick roller.
    Figure 17: Locate the pick roller
    Image: Locate the pick roller.
  10. Roll the pick roller to the right so that the rubber part faces you. This might require some force.
    NOTE:The pick roller should only rotate to the right.
    Figure 18: The pick roller in its normal position
    Image: The pick roller in its normal position at the bottom of the product
    Figure 19: The rubber part of the pick roller
    Image: The rubber part of the pick roller.
  11. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  12. Press the cloth against the rubber part of the roller, and then rotate the roller to the right with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
  13. Rotate the roller back to its original position.
    Figure 20: The pick roller in its original position
    Image: The pick roller in its original position.
  14. Use a flashlight to thoroughly check for torn pieces of paper or debris that might remain inside the printer. If any torn pieces of paper or debris remain inside the printer, more paper feed problems are likely to occur.
    Figure 21: Use a flashlight
    Image: Use a flashlight
  15. Turn the printer back around so that the control panel faces you.
  16. Place the printer its normal position.
  17. Reinstall Tray 1.
    Figure 22: Reinstall Tray 1
    Image: Reinstall Tray 1
  18. If you use Tray 2, lift the printer, and then place it on Tray 2.
    Figure 23: Place the product on Tray 2
    Image: Placing the product on top of Tray 2

Step two: Check the rollers in the duplexer

  1. Push in the buttons on both sides of the duplexer, and then pull out to remove the duplexer.
    NOTE:Your printer might look slightly different than the one pictured, but the steps are the same.
    Remove the duplexerPress the buttons on the sides of the duplexerPull the duplexer out of the printerImage: Remove the duplexer.
  2. Use a flashlight to thoroughly check for jammed or torn pieces of paper that might remain inside the printer. If any jammed or torn pieces of paper remain inside the printer, more paper feed problems are likely to occur.
    Figure 25: Use a flashlight
    Image: Use a flashlight
  3. If you do not see jammed paper in the rear access area, press the tabs at the ends of the duplexer, and then lower the cover.
    Figure 26: Tabs at ends of duplexer
    Image: The tabs on the ends of the duplexer
  4. Check the rollers in the duplexer to make sure that they are clean, free of paper bits, and rotate freely.
    Figure 27: The rollers in the duplexer
    Image: Rollers in the duplexer
  5. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  6. Press the cloth against the roller, and then rotate the roller with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup. Repeat this step for each roller.
  7. Allow the rollers in the duplexer to dry for 10 or 15 minutes.
  8. Close the duplexer cover, and then reinsert the duplexer into the rear access area of the printer.
    Figure 28: Insert the duplexer
    Image: Insert the duplexer.
  9. Push the duplexer in until it clicks into place.
    Figure 29: Make sure that the duplexer snaps into place
    Image: Make sure that the duplexer snaps into place.
  10. Reconnect the power cord to the rear of the printer.
  11. Press the Power button to turn on the printer.
  • If these steps resolved the error message , continue with the next step.
  • If the error message persists , skip to the next solution.

Step three: Print a Printer Status Report

Print a test page to make sure that the printer hardware functions properly.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.
  2. On the control panel, touch the Right Arrow ( ).
  3. Touch Setup ( ).
  4. Touch the Down Arrow ( ) to scroll to Reports .
  5. Touch Reports , and then touch Printer Status Report . The Printer Status Report prints.
  • If the test page prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
  • If the test page prints, but the original document does not , continue to the next solution.
  • If the test page does not print or if the issue persists , continue with the next solution.

Solution five: 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 does not match the size and type settings in the print driver. Follow these steps to adjust the paper settings to match the paper loaded in the printer.
  1. Return to the document that you were trying to print when the issue occurred.
  2. Click File , and then click Print . The Print dialog box opens.
  3. Select your printer, and then click Properties . The Print Properties dialog box opens.
  4. Click the Features tab.
  5. From the Paper type drop-down list, select the paper type that is loaded in the printer.
  6. From the Size drop-down list, select the paper size that is loaded in the printer.
  7. Click OK on the Print Properties dialog box, and then click OK on the Print dialog box to print the document.
    • If these steps resolved the issue , and the document prints , there is no need to continue troubleshooting.
    • If the document prints on plain white paper , but not a special paper type, there is no need to continue troubleshooting. The issue is probably related to the paper that you are trying to print on, or is possibly related to a connectivity problem. Review the Tips for preventing paper feed issues section at the beginning of this document to check for other possibilities.
    • If the document does not print , continue with the next solution.

Solution six: Service the printer

These steps apply to 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.
  • If your product is out of warranty , fees might apply for contacting HP.