General Paper Path Troubleshooting Paper jams occur in the printer when paper does not either reach or clear a photosensor along the printer’s paper path in a specific amount of time. If a paper jam occurs, a 13.XX PAPER JAM message is displayed on the printer’s Control Panel. The following table contains general questions you might ask and topics to explore prior to troubleshooting. See the 13.xx section in the Event Log for specific error codes. Table 7-8. General Paper Path Troubleshooting Questions Troubleshooting Check Action What is the frequency of the paper jams (for example: continuous, one jam per 100 pages, one jam per 1000 pages)? Verify with the customer.
Print the Event Log to determine the paper jam history. See “Display” (page 7-12) and the “Sample Event Log” (page 7-13) and evaluate the Event Log. Do paper jams only occur when the paper is fed from a particular paper input source (such as Tray 1 or Tray 2)? Use the Paper Path Test to isolate the problem (page 7-47). Do jams only occur when paper is output to a specific output bin (either the Top Output Bin or Rear Output Bin)? Use the Paper Path Test to isolate the problem (page 7-47). Do paper jams occur with a specific type of paper? Try different media. See the HP LaserJet Printer Family Paper Specification Guide. The guide is bundled with this service manual.
Where does the leading edge of the first sheet of paper in the printer’s paper path stop when a jam occurs? Are any sheets of paper damaged or torn? Attempt to duplicate. Use the Paper Path Test to isolate the problem. Inspect the paper path and all paper path mechanical assemblies up to the location where the paper jams. Is the customer loading the paper trays correctly? Observe the customer loading paper. Do not fan paper. See proper paper handling procedures in the HP LaserJet Printer Family Paper Specification Guide. Is the customer overfilling the paper trays? Ensure that paper is NOT over the maximum fill marks in the paper trays. Observe the customer loading paper in the trays.
Troubleshooting the Printing System 7-45