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HP Officejet Pro 8500 Wireless All-in-One Printer - A909g support

'Paper Jam' Message Displays on the Printer

  • PrintPrint

Issue

During printing, the printer stops feeding pages, and the error message 'Paper Jam. Clear the jam, and then press OK' displays on the control panel.
NOTE:Paper jams can be real or false. The printer might report a paper jam even when there is no jammed paper. The following steps apply to both real and false paper jams.
Click the plus sign () for more information.
The following recommendations can help prevent recurring paper jams in your HP product.
  • Before loading paper in the tray, hold the stack of paper, and then tap the bottom edge on a flat surface so that the stack is even on all sides.
  • Make sure that the length and width adjusters on the tray are correctly positioned, and then push the stack of paper forward until it stops in the tray.
    CAUTION:Do not force the paper to move too far forward in the tray.
  • Do not overload the tray with paper.
  • Only add paper to the tray when the product is not printing.
  • Make sure the HP product supports the paper type. See the documentation that came with the HP product for more information.
  • Do not print on 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.
  • Use only one type of paper at a time. Do not mix different types, weights, or sizes of paper.
  • Do not use paper that is too thin, too thick, or too glossy for the product.
The following factors can cause paper jams:
  • Paper loaded incorrectly in the paper tray.
  • Damaged or dirty paper rollers.
  • Torn, wrinkled, or damp paper loaded in the paper tray.
  • The rear access door or two-sided printing accessory (duplexer) might not be closed or is not locked into place.
  • Paper was added to a stack already in the tray while the HP product was printing.
  • The tray contains more than one type of paper.
  • The paper is jammed inside the HP product where you cannot see it.
  • An obstruction is blocking the paper path.
  • Torn pieces of paper from a previous jam are stuck in the product.
  • The tray is too full.
  • If printing on an envelope, the edges of the envelope are bent.
Important: You must follow these solutions in the order presented to resolve the issue.

Video of clearing a paper jam

The following video demonstrates how to clear a paper jam from the product.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
Follow these steps in the order presented to resolve the paper jam.

Step one: Remove any loose paper

Remove any loose sheets of paper from the input tray and the output tray.
CAUTION:Do not remove jammed paper at this stage. Trying to clear jammed paper from the front of the product can damage the print mechanism.
Remove any loose paperDo not pull jammed paper
Image: Remove loose paper.Image: Do not pull out jammed paper.

Step two: Clear the jam from the rear of the printer

CAUTION:Never pull jammed paper from the front of the printer. If you can pull it from the rear of the printer or the tray, always try the rear first. Pulling paper from inside the front cover can cause mechanical damage to the printer.
  1. Press the Power button to turn off the printer.
  2. Disconnect the power cord from the rear of the printer.
  3. Unplug the power cord from the wall outlet.
  4. Turn the printer around so that you can access the rear side.
    Figure 1: The rear side of the printer
    Image: The rear side of the printer.
  5. Push in the button on either side of the two-sided printing accessory (duplexer), and then remove the duplexer.
    Figure 2: Remove the duplexer
    Image: Remove the duplexer.
    1 - Press the buttons on the sides of the duplexer
    2 - Pull the duplexer out of printer
  6. Gently remove any jammed paper or bits of torn paper from the rollers inside the printer. Use both hands to pull any whole sheets of paper to avoid tearing them.
    Figure 3: Gently remove the jammed paper
    Image: Remove the jammed paper.
    CAUTION:Use a flashlight to thoroughly check the rollers and wheels for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more jams are likely to occur.
    Figure 4: Remove scraps of paper
    Image: Remove scraps of paper.
  7. If you do not see jammed paper in the rear access area, push the buttons on the latch on the rear of the duplexer, and then lower the cover.
    Figure 5: Open the duplexer
    Image: Open the duplexer.
    1 - Latch on rear of the duplexer
    2 - Duplexer cover
  8. Remove any jammed paper from inside the duplexer.
  9. Close the duplexer cover.
  10. Gently push the duplexer into the printer until it snaps firmly into place. Do not press the buttons on the end of the accessory while you reattach it.
    Figure 6: Reattach the duplexer
    Image: Reattach the duplexer.
  11. Reconnect the power cord to the rear of the printer.
  12. Plug the power cord back into the wall outlet.
  13. Press the Power button to turn on the printer.

Step three: Print a self-test report

Follow these steps to print a self-test report. Printing a self-test report verifies if the hardware functions correctly.
  1. Load unused, plain white paper in the input tray.
    NOTE:Do not load specialty paper in Tray 2. Tray 2 only supports plain letter and A4 paper. For more information on loading paper, see Loading Plain Paper, Cards, Photo Paper, and Specialty Media . Loading paper correctly might prevent paper jams.If you are experiencing problems with certain paper types or sizes, see the Product Specifications to ensure that your printer supports other sizes and types of paper.
  2. Press the Power button to turn on the printer.
  3. Press the Setup button ().
  4. Press the Right Arrow () to select Print Report, and then press OK.
  5. Press the Right Arrow () to select 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.
Follow these steps to clear the paper jam from paper trays 1 and 2.
Figure 7: printer with paper trays 1 and 2 installed
Image: Tray 1 and Tray 2.
1 - Paper Tray 1
2 - Paper Tray 2
NOTE:Paper Tray 2 is an optional accessory. If you do not have paper Tray 2 installed, follow the steps for paper Tray 1 only.

Step one: Clear the paper jam from paper Tray 1

  1. Remove all paper from the output tray.
  2. Press the Power button to turn off the printer.
  3. Unplug the power cord from the wall outlet.
  4. Raise the output tray.
    Figure 8: Raise the output tray
    Image: Raise the output tray.
  5. Grasp any jammed paper with both hands, and then pull it toward you to remove it.
    CAUTION:Remove paper from the front of the printer as carefully as possible. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur, and this could damage the print mechanism.
  6. Lower the output tray.

Step two: Clear the paper jam from paper Tray 2

NOTE:Paper Tray 2 is an optional accessory. If you do not have paper Tray 2 installed, continue to the next step.
  1. Make sure that the printer is off and disconnected from the power source.
  2. Lift the printer off of Tray 2
    Figure 9: Lift the printer off paper Tray 2
    Image: Lift the printer off of Tray 2.
  3. Remove any jammed paper from the bottom of the printer or from paper Tray 2.
  4. Reposition the printer on top of paper Tray 2.
  5. Reconnect the power cord to the wall outlet.
  6. Press the Power button to turn on the printer.
Printing a self-test report verifies if the hardware functions correctly.
  1. Load unused, plain white paper in the input tray.
    NOTE:Do not load specialty paper in Tray 2. Tray 2 only supports plain letter and A4 paper. For more information on loading paper, see Loading Plain Paper, Cards, Photo Paper, and Specialty Media . Loading paper correctly might prevent paper jams.If you are experiencing problems with certain paper types or sizes, see the Product Specifications to ensure that your printer supports other sizes and types of paper.
  2. Press the Power button to turn on the printer.
  3. Press the Setup button ().
  4. Press the Right Arrow () to select Print Report, and then press OK.
  5. Press the Right Arrow () to select 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.
Follow these steps to clear the paper jam from the top of the printer. Follow these steps only if you have tried all the preceding solutions and the issue persists.
There are multiple compartments in the printer where paper can jam. Use the following steps to check for obstructions in these locations.
Figure 10: Compartments inside the printer
Image: The compartments in the printer.
1 - Printhead access area (compartment 1)
2 - Main paper path access area (compartment 2)
3 - Printhead capping station area (compartment 3)
CAUTION:Do not remove, inspect, and reseat the printheads in the main paper path access area (compartment 2) or in the printhead capping station area (compartment 3).

Step one: Check compartments 1 and 2

  1. If the printer is not turned off, press the Power button to turn off the printer.
  2. Disconnect the power cord from the rear of the printer.
  3. Open the carriage access door.
    Figure 11: Open the carriage access door
    Image: Open the carriage access door.
    NOTE:The carriage should be on the right side of the printer, out of view. If it is on the left side, close the carriage access door, and then turn on the printer. Unplug the power cord from the wall outlet, and then open the carriage access door again.
  4. Check compartments 1 and 2 for jammed paper or bits of paper. Remove any jams or bits of paper.
    CAUTION:Use a flashlight to thoroughly check the carriage path for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more jams are likely to occur.
  5. Close the carriage access door.
    Figure 12: Close the carriage access door
    Image: Close the carriage access door.
  6. Reconnect the power cord to the rear of the printer.
  7. Press the Power button to turn on the printer.

Step two: Check compartment 3

  1. Open the carriage access door.
    Figure 13: Open the carriage access door
    Image: Open the carriage access door.
  2. On the printer's numbered keypad, press and hold down the Star button (*) for five seconds.
    The carriage should move to the printhead access area (compartment 1) on the far left side of the printer unless paper or debris is in the way. Wait for it to move out of its capping station on the right, stop, and become idle.
  3. Without turning off the printer, disconnect the power cord from the rear of the printer.
    CAUTION:You must disconnect the power cord to move parts by hand without the risk of an electrical shock.
  4. Unplug the power cord from the power source or electrical outlet.
  5. Check for any paper or obstruction in the capping station (compartment 3) that might restrict the carriage.
    Figure 14: Example of paper that could be restricting the carriage
    Image: Paper in carriage path that could restrict the carriage.
    NOTE:You might need a flashlight to illuminate areas for proper viewing.
  6. Remove any crumpled or jammed paper from the capping station (compartment 3).
    You can reach into compartment 3 from compartment 2, along the carriage path, to remove paper. If you are unable to remove paper or objects through compartment 2, remove the cover over compartment 3 to gain access to the obstruction.
    Figure 15: Remove capping station cover
    Image: Remove the capping station cover.
    CAUTION:Remove paper from the front of the printer as carefully as possible. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur, and this could damage the print mechanism.
  7. Reach inside the printer, and then manually move the carriage.
  8. Make sure that the carriage can move freely across the width of the printer by gently pushing the carriage to the right and then to the left.
  9. After checking the carriage, reinstall the capping station cover on compartment 3.
  10. Close the carriage access door.
    Figure 16: Close the carriage access door
    Image: Close the carriage access door.
  11. Reconnect the power cord to the rear of the printer.
  12. Plug the power cord back into the wall outlet.
  13. Press the Power button to turn on the printer.

Step three: Reseat the printheads and check the carriage

  1. Open the carriage access door.
    Figure 17: Open the carriage access door
    Image: Open the carriage access door.
  2. On the printer's numbered keypad, press and hold down the Star button (*) for five seconds.
    The carriage should move to the printhead access area (compartment 1) on the far left side of the printer unless paper or debris is in the way. Wait for it to move out of its capping station on the right, stop, and become idle.
  3. Lift the printhead latch.
    Figure 18: Lift the printhead latch
    Image: Lift the printhead latch.
  4. Lift a printhead handle, and then use it to pull the printhead out of its slot.
    Figure 19: Remove the printhead
    Image: Lift the printhead handle, and then remove the printhead.
  5. Repeat these steps to remove the other printhead.
    CAUTION:Do not leave printheads out of the carriage for more than 5 minutes.
  6. Check the inside, sides, and underside of the carriage for any debris or bits of paper.
    Figure 20: The carriage
    Image: The empty carriage.
  7. Reinsert each printhead into its color-coded slot. The label on the printhead must match the label on the printhead latch. Press down firmly on the printhead to ensure proper contact.
    Figure 21: Insert the printheads
    Image: Insert the printheads.
  8. Pull the printhead latch all the way forward, and then press down to make sure that the latch engages. You might have to apply some pressure to engage the latch.
    Figure 22: Close the printhead latch
    Image: Close the printhead latch.
  9. Close the carriage access door.
    Figure 23: Close the carriage access door
    Image: Close the carriage access door.
  10. The printer might go through a warm-up period, and then an alignment page(s) will print.
    • If the alignment page(s) prints successfully, there is no need to continue troubleshooting.
    • If the alignment page(s) fails to print, continue with the next solution.
Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues. Follow these steps to clean the paper feed rollers.

Step one: Clean the rollers in the rear access area

  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 printer)
    • A clean, lint-free cotton swab
  2. Press the Power button to turn off the printer.
  3. Disconnect the power cord from the rear of the printer.
  4. 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 printer.
    Figure 24: Remove the duplexer
    Image: Remove the duplexer.
    1 - Press the buttons on the sides of the duplexer
    2 - Pull the duplexer out of printer
  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 rollers in the printer, and then rotate them upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure 25: Clean the rollers in the printer
    Image: Clean the rollers.
  7. 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 26: Open the duplexer
    Image: Open the duplexer.
    1 - Latch on the rear of the duplexer
    2 - The duplexer cover
  2. Check the paper feed rollers in the rear of the duplexer to make sure that they are clean, free of paper bits, and rotate freely.
    Figure 27: Duplexer rear paper feed rollers
    Image: Check the rear rollers in the duplexer.
  3. Clean the surface and the rollers of the duplexer the same way you cleaned the large rollers inside the printer.
  4. Turn the duplexer over, and then check the front feed rollers to make sure that they are clean, free of paper bits, and rotate freely.
    Figure 28: Duplexer front paper feed rollers
    Image: Check the front rollers in the duplexer.
  5. Clean the surface and rollers of the duplexer the same way you cleaned the larger rollers inside the printer.
  6. Allow the rollers of the duplexer to dry for 10 or 15 minutes.
  7. Gently push the duplexer into the printer until it snaps firmly into place.
  8. Reconnect the power cord to the rear of the printer.
  9. Press the Power button to turn on the printer.
Printing a self-test report verifies if the hardware functions correctly.
  1. Load unused, plain white paper in the input tray.
    NOTE:Do not load specialty paper in Tray 2. Tray 2 only supports plain letter and A4 paper. For more information on loading paper, see Loading Plain Paper, Cards, Photo Paper, and Specialty Media . Loading paper correctly might prevent paper jams.If you are experiencing problems with certain paper types or sizes, see the Product Specifications to ensure that your printer supports other sizes and types of paper.
  2. Press the Power button to turn on the printer.
  3. Press the Setup button ().
  4. Press the Right Arrow () to select Print Report, and then press OK.
  5. Press the Right Arrow () to select 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.
Follow these steps to reset the printer.

Step one: Perform a power reset

  1. Press the Power button () to turn on the product.
  2. With the product turned on, disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button () to turn it on.
Printing a self-test report verifies if the hardware functions correctly.
  1. Load unused, plain white paper in the input tray.
    NOTE:Do not load specialty paper in Tray 2. Tray 2 only supports plain letter and A4 paper. For more information on loading paper, see Loading Plain Paper, Cards, Photo Paper, and Specialty Media . Loading paper correctly might prevent paper jams.If you are experiencing problems with certain paper types or sizes, see the Product Specifications to ensure that your printer supports other sizes and types of paper.
  2. Press the Power button to turn on the printer.
  3. Press the Setup button ().
  4. Press the Right Arrow () to select Print Report, and then press OK.
  5. Press the Right Arrow () to select 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.
If you are still experiencing issues, see the HP Printer Support Home Page , and then search for another document that relates to the symptoms you are experiencing.
NOTE:If the page displays in the wrong country/region or language, click the Region - Language link in the upper right corner of your browser. Then you can select the correct country/region and language.
These steps apply to Asia Pacific.
If you have completed all the preceding steps and are still experiencing a problem, you may need further assistance from HP to remedy your concern.
Please contact HP using one of the options found in Contact HP.
HP Officejet Pro 8500 Wireless All-in-One Printer - A909g

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