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HP Officejet Pro 8600 Premium e-All-in-One - N911n Troubleshooting

An 'Out of Paper' or 'Pick Motor Stalled' Message Displays and the Product Does Not Pick Up or Feed Paper

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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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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.
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.
Important : You must follow these solutions in the order presented to resolve the issue.
Turn the printer off and on again to try resetting the print mechanism.

Step one: Restart the All-in-One

  1. Press the Power button ( ) to turn off the printer.
  2. Wait 60 seconds.
  3. Press the Power button to turn on the printer.
    NOTE:The printer might go through a brief warm-up period. Wait until the warm-up period finishes before you proceed.

Step two: Print a self-test report

Print a self-test report 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 self-test report prints , try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
  • If the issue persists , continue with the next solution.
  • If the self-test report does not print , continue with the next solution.
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 printer specifications. Follow these steps to check the condition of the paper.
NOTE:For the purposes of these troubleshooting steps, use only 10 to 25 sheets of plain white letter or A4 paper.

Step one: Check the condition of the paper

If your printer includes Tray 2 as an optional accessory, perform the following steps for Tray 1 and Tray 2.
NOTE:Tray 2 supports only plain white letter or A4 paper.
Figure 1: Tray 2
Image: 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

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 towards you to open it.
    Figure 2: Pull out the input tray
    Graphic: 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. Inspect and remove any foam or tape packaging materials in the paper tray.
  5. Insert a stack of unused, plain white paper (with the print-side down) in the center of the tray.
    Figure 3: Load paper into the tray
    Illustration of loading paper into the paper tray
    CAUTION:Do not load any paper above the solid red lines on the sides of the tray. Do not use torn, wrinkled, perforated, wet, or folded paper. Make sure to remove all paper clips and staples before loading the paper.
    Figure 4: Stack label height
    Image: Solid red lines on the sides of the tray
  6. Slide the paper guides in so that they rest against the edges of the paper, and then insert the tray into the product and push it forward until it clicks into place.
    Figure 5: Slide the paper guides in and reinsert the tray into the product
    Graphic: Slide the paper guide in and then insert the tray into the product
  7. Pull out the tray extender on the output tray.
    Figure 6: Pull out the tray extender on the output tray
    Graphic: Pull out the tray extender
NOTE:Paper tray 2 might be an optional accessory for your printer. If you do not have paper tray 2 installed, continue to the next 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. Inspect and remove any foam or tape packaging materials in the paper tray.
  5. Load a stack of U.S. Letter or A4 plain white paper print-side down in the center of the tray. Make sure that the stack of paper aligns with the engraved lines in the tray.
    NOTE:Load Tray 2 with only U.S. Letter or A4 plain white paper.
  6. Adjust the paper width guides so that they rest against the edges of the paper.
    Figure 8: Adjust the paper width guides
    Image: Adjust the paper width guides.
  7. Carefully reinsert the tray into the printer, and then push the tray forward to close it.
  8. Pull out the tray extender on the output tray.
    Figure 9: Pull out the paper tray extender
    Image: Pull out the paper tray extender.
Follow these steps if you are trying to print on specialty paper such as card stock, envelopes, photo paper, or labels.
Before proceeding, click here to view the paper specifications for your printer to make sure that your printer supports the size, type, and weight of the paper that you want to print.

Step one: Check the condition of the paper

NOTE:You can print specialty paper only from Tray 1. Specialty media cannot be printed from Tray 2, if your printer has a Tray 2.
  1. Remove the paper from the input 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 of 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.
  5. Tap the stack of paper on a flat surface to align the edges.

Step two: Reload paper into Tray 1

  1. Lift the output tray.
    Figure 10: Lift the output tray
    Figure 11:
    Image: Lift the output tray.
  2. Slide the paper tray out.
    Figure 12: Slide the paper tray out
    Image: Slide the paper tray out.
  3. Slide the paper width guides out as far as they will go.
    Figure 13: Slide the paper width guides out
    Image: Slide the paper width guides out.
  4. Load the stack of paper in the center of the tray, with the print side down and short edge forward. Make sure that the stack of paper aligns with the engraved lines in the tray. If envelopes are being loaded, then load the envelope flap side up, with the flap pointing to the right.
    Figure 14: How to load envelopes
    Image: How to load envelopes.
  5. Make sure that the stack of paper height does not exceed the dotted line stack label height located inside the input tray.
    Figure 15: Do not overfill the paper tray
    Image: Do not overfill the paper tray.
  6. Slide the paper width guides in until they rest against the edges of the paper.
    Figure 16: Slide the paper width guides in
    Image: Slide the paper width guides in.
  7. Slide the front of the input tray in.
  8. Lower the output tray, and then pull out the paper tray extender.
    Figure 17: Pull out the paper tray extender
    Image: Pull out the paper tray extender.

Step three: Print a self-test report

Print a self-test report 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 self-test report prints , try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
  • If the issue persists , continue with the next solution.
  • If the self-test report does not print , continue with the next solution.
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 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 product.
  3. Disconnect the power cord from the rear of the product.
  4. Unplug the power cord from the electrical outlet.
  5. Disconnect any other cables attached to the product.
  6. Place your fingers in the slot on the front of Tray 1.
    Figure 18: Slot on the front of Tray 1
    Image: The slot on the front of Tray 1
  7. Remove the tray by pulling it toward you.
  8. Lift the product from the right-hand side, and then stand the product on its left side.
  9. Turn the product so you see its underside.
  10. Locate the pick roller.
    NOTE:The pick roller should only rotate to the right.
    Figure 19: The pick roller in its normal position
    Image: The pick roller in its normal position at the bottom of the product
  11. Roll the pick roller to the right so that the rubber part faces you. This might require some force.
    Figure 20: The rubber part of the pick roller
    Image: The rubber part of the pick roller
  12. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  13. 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.
  14. Rotate the roller back to its original position.
    Figure 21: The pick roller in its original position
    Image: The pick roller in its normal position at the bottom of the product
  15. Turn the product back around so the control panel faces you.
  16. Lay the product down in its normal position.
  17. Reinstall Tray 1.
    Figure 22: Reinstall Tray 1
    Image: Reinstall Tray 1
  18. If you use Tray 2, lift the product, 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. 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 24: Tabs at ends of duplexer
    Image: The tabs on the ends of the duplexer
  2. Check the paper feed rollers in the duplexer to make sure that they are clean, free of paper bits, and rotate freely.
    Figure 25: The rollers in the duplexer
    Image: Rollers in the duplexer
  3. Clean the rollers of the duplexer the same way you cleaned the rollers inside the printer.
  4. Allow the rollers on the duplexer to dry for 10 or 15 minutes.
  5. 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.
  6. Reconnect the power cord to the rear of the printer.
  7. Press the Power button ( ) to turn on the printer.

Step three: Print a self-test report

Print a self-test report 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 self-test report prints , try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
  • If the issue persists , continue with the next solution.
  • If the self-test report does not print , continue with the next solution.
Follow these steps to reset the printer, and then print a self-test report.

Step one: Reset the All-in-One

  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.

Step two: Print a self-test report

Print a self-test report 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 self-test report prints, try printing the original document again. If the issue is resolved, there is no need to continue troubleshooting.
  • If the self-test report prints, but the original document does not , continue to the next solution in this document.
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 you are printing on.
  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 Experiencing frequent or recurring paper feed issues? and Causes sections at the beginning of this document to check for other possibilities.
  • If the document does not print , continue with the next solution.

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 , click here to view additional printer support options starting as low as $20.