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Persistent jams
If jams occur repeatedly, use the information in this section to diagnose the root cause of the
problem. The tables in this section list possible causes and recommended solutions for jams
in each area of the paper path. Items are listed in the order you should investigate. In
general, items at the beginning of the list are relatively minor repairs. Items at the end of the
list are more significant repairs.
Basic troubleshooting for paper jams
The basic troubleshooting process for paper jams consists of the following:
1. Gather data.
2. Identify the cause of the problem.
3. Fix the problem.
Data collection
To troubleshoot paper jams, gather the following information:
● the exact paper jam error code displayed on the control panel
● the location of the leading edge of the paper in the paper path
● whether paper is in the paper path when the jam occurs, or if paper is stuck in the input
tray
● whether the jam occurs at power-up or while paper is moving
● whether the paper is damaged, and if it is, where the damage occurs on the paper and
where in the paper path the paper stops
● whether the jam occurs when feeding from one particular tray
● whether the jam occurs only when duplex printing
● whether a particular type of paper is jamming or not jamming
● whether any of the supplies are non-HP (non-HP supplies are known to cause paper
jams)
● whether the customer is storing the paper correctly, overloading the trays, damaging the
edge of the paper during loading, or using paper that has already been fed through the
printer
380 Chapter 7 Troubleshooting ENWW