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A 'Paper jam' Message Displays for HP Officejet H470 Series Mobile Printers

Issue

A Paper jam message displays on the computer, or paper jams inside the HP product and the Resume button () blinks.

Experiencing frequent or recurring paper jams?
If you are looking for information on preventing a paper jam from recurring, you can skip to the prevention and cause sections in this document.

How to use the solutions in this document

To resolve the issue, try each solution in this document, and then use the steps in this section to print a self-test report. This step determines if the product hardware functions correctly. When you have resolved the issue, and the product successfully prints a self-test report, there is no need to continue troubleshooting.

Print a self-test page

Follow these steps to print a self-test page.

  1. Press the Power button () to turn the product on.

  2. Press and hold the Power button ().

  3. Press the Resume button () four times.

  4. Release the Power button (). The self-test page prints.

    Figure 1: Example self-test page

    Example self-test page

IMPORTANT: Try to print a self-test report after every solution even if the solution resolves the issue.

Solution one: Clear the paper jam

Follow these steps in the order given to resolve the paper jam.

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Step one: Remove loose paper from the tray

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.

Step two: Clear the paper jam from the output slot

Follow these steps If the paper is jammed in the output slot and you can access the jammed paper without lifting the front cover.

  1. Disconnect the USB cable from the back of the product.

  2. Disconnect the power cord from the back of the product.

  3. Grasp any jammed paper and pull the paper out towards you.

    CAUTION: Remove the paper carefully. If the paper tears, part of it might remain inside the paper path and damage the product. Carefully remove all traces of paper that you can find.
  4. Reconnect the USB cable to the product, and then reconnect the power cable to the back of the product. The product turns on automatically.

  5. If the product does not automatically turn on, press the Power button .

  6. Print a self-test report. See the 'Print a self-test report' section at the beginning of this document.

  • If these steps resolved the issue, and the self-test report prints, there is no need to continue troubleshooting.

  • If the issue persists, continue with the next step.

  • If the self-test page does not print, continue to the next step.

Step three: Clear the paper jam from the front of the printer

Follow these steps to remove paper jammed inside the product that can only when you open the front cover.

CAUTION: Remove the paper carefully. If the paper tears, part of it might remain inside the paper path and damage the product. Carefully remove all traces of paper that you can find.
  1. Follow these steps to make sure that the carriage moves freely.

    1. With the product turned on, open the front cover. The carriage might try to move into the access area. If so, allow the carriage to move to that position.

    2. With the product turned on, unplug the power cord from the back of the product.

    3. Unplug the power cord from the power source or electrical outlet.

    WARNING: To eliminate the risk of electrical shock, you must unplug the power cord to move the carriage by hand and to reset the paper feed mechanism.
  2. Check for any paper or objects that might be stopping the carriage.

    CAUTION: If the paper tears when you remove it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the product. If pieces of paper remain in the product, more paper jams can occur.
  3. Reach inside the product through the paper output tray, and then manually move the carriage.

    Figure 2: Manually move the carriage

    Manually move the carriage
    • If the carriage is stuck on the right side of the product, move the carriage to the left side of the product.

    • If the carriage is stuck on the left side of the product, move the carriage to the right side of the product.

    • If the carriage is stuck in the middle of the product, move the carriage to the right side of the product.

  4. Remove any loose paper or obstructions found.

  5. Make sure that the carriage can move freely across the width of the product by gently pushing the carriage to the left and then to the right.

  6. Close the front cover.

  7. Press the Resume button () to continue the print job.

  8. When the print job is complete, print a self-test report. See the 'Print a self-test report' section at the beginning of this document.

  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.

  • If the issue persists, continue with the next solution.

  • If the test page does not print, continue with the next solution.

Solution two: Perform a power reset

Follow these steps to reset the product.

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.

Step two: Print a self-test report

Print a self-test report. See the 'Print a self-test report' section at the beginning of this document.

  • If these steps resolved the issue, and the self-test report prints, there is no need to continue troubleshooting. Connect the USB cable to continue the print job.

  • If the issue persists, skip to the next solution.

  • If the self-test report does not print, skip to the next solution.

Step three: Search for more information

If you are still experiencing issues, see the HP Product Support Home Page, and then search for another document that relates to the symptoms you are experiencing.

Right-click this link, Product Support Home Page , and then click Open in New Window.

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.

Solution three: Service the printer

Contacting HP for service in 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 at Contact HP to obtain service.

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 jams

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.

Causes

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.

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