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HP Officejet Pro 8100 ePrinter Series - The Printer Does Not Pick Up or Feed Paper
Issue
The printer does not pick up or feed the paper from the tray. The printer might make noises as though it is printing, but no paper moves through it.
Click the plus sign (
) for more information.
Experiencing frequent or recurring paper feed issues?
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.
Causes
Any of the following issues can cause paper feed issues:
The paper tray is not pushed into the product until it stops.
The paper tray is overloaded.
The paper is curled.
The print side or shiny side of the paper is not loaded face down in the tray.
The paper width guides are too tight against the paper stack.
The paper feed rollers are coated with dust.
Debris such a as paper clips or bits of paper might have fallen into the paper path.
Solution one: Perform a power reset
Sometimes, restarting the printer can clear a paper feed issue. Follow these steps to perform a reset.
Step one: Reset the printer
Press the Power button ( 
) to turn on the product. With the product turned on
, disconnect the power cord from the rear of the product.
Unplug the power cord from the wall outlet.
Wait at least 15 seconds.
Plug the power cord back into the wall outlet.
Reconnect the power cord to the rear of the product.
If the product does not turn on by itself, press the Power button (
) to turn it on.
Step two: Print a printer status report
Print a printer status report (also called a self-test report) to make sure that the hardware functions correctly.
Load unused, plain, white paper into the paper tray.
Press and hold the Cancel button ( 
) for three seconds, and then release the button. The 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.
Solution two: Check the condition of the paper, and then reload it
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.
Click the plus sign (
) next to the type of paper that you want to load.
Letter or A4
Follow these steps to check the condition of the 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. |
Remove the stack of paper from the tray.
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. |
Examine the condition of the paper, and then replace any ripped, dusty, curled, wrinkled, or bent paper.
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.
Tap the stack of paper on a flat surface to align the edges.
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 tray
Pull out the paper tray.
Figure 1: Pull out the paper tray
Image: Pull out the paper tray Remove all paper from the tray.
Slide the paper width
guides to their outermost positions.
Insert 10 to 25 sheets of clean, unused, plain white paper print-side down in the center of the tray.
Figure 2: Insert plain paper
Image: Insert plain paper Make sure that the stack of
paper is no higher than the paper stack
guide located on the side of the tray.
Figure 3: Do not overfill the tray
Image: Do not overfill the tray. Press and hold the paper guide release latches on the inside left and top of the paper tray, and then slide the paper guides in until they rest against the edges of the paper. Do not push the guides in so tightly that they bind against the paper.
Figure 4: Adjust the paper guides
Image: Adjust the paper guides Reinsert the paper tray.
Figure 5: Reinsert the paper tray
Image: Reinsert the paper tray Pull out the extension on the output tray.
Figure 6: Pull out the extension on the output tray
Image: Pull out the extension on the output tray
Step three: Print a self-test report
Print a self-test report to make sure that the printer hardware functions properly.
How to print a self-test report
Load unused, plain, white paper into the paper tray.
Press and hold the Cancel button (
) for three seconds, and then release the button. The 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.
Specialty paper
Follow these steps if you are trying to print on specialty paper such as card stock, envelopes, photo paper, or labels.
Before proceeding, see the
Product Specifications
to make sure that your printer supports the specialty paper. If the size, type, or weight of the paper is not available, the printer does not support it. Also note the tray loading capacity for the type of paper on which you are attempting to print. Step one: Check the condition of the paper
If your printer includes Tray 2 as an optional accessory, perform the following steps only for Tray 1.
|
NOTE:
|
Tray 2 supports only plain white letter or A4 paper. |
Remove the stack of paper from the tray.
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. |
Examine the condition of the paper, and then replace any ripped, dusty, curled, wrinkled, or bent paper.
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 printer can only process one type of paper at a time.
Tap the stack of paper on a flat surface to align the edges.
Step two: Reload the specialty paper into Tray 1
Pull out paper Tray 1.
Figure 7: Pull out paper Tray 1
Image: Pull out paper Tray 1. |
NOTE:
|
Load envelopes, cards, photo paper, or custom-size paper in Tray 1. Tray 2 is for plain paper only. Custom size paper is supported only by Mac operating systems. |
Load the envelopes, cards, photo paper, or custom-size paper print-side down in the center of the tray.
Figure 8: Load envelopes print-side down
Image: Load envelopes print-side down. Do not stack the paper higher than the dotted lines on the paper stack
guide located on the side of the tray.
Figure 9: Do not overfill the tray
Image: Do not overfill the tray. Slide the paper guides in until they rest against the edges of the paper.
Figure 10: Adjust the paper guides
Image: Adjust the paper guides Reinsert the paper tray.
Pull out the extension on the output tray.
Figure 11: Pull out the extension on the output tray
Image: Pull out the extension on the output tray
Step three: Print a self-test report
Print a self-test report.
How to print a self-test report
Load unused, plain, white paper into the paper tray.
Press and hold the Cancel button (
) for three seconds, and then release the button. The 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.
Solution three: Adjust the paper settings in the print driver
Follow these steps to adjust the paper settings.
Return to the document you were trying to print when the issue occurred.
Click File
, and then click Print
. The Print
window opens.
Click the button that opens the Properties
dialog box. Depending on the software program, the button might be Properties
, Options
, Printer Setup
, Printer
, or Preferences
.
Click the Paper/Quality
tab.
Follow this step only if you have optional Tray 2 installed and you want to print from Tray 2. Otherwise, continue to the next step.
From the Paper Source
drop-down list, click Tray 2
.
From the Paper Size
drop-down list, select the paper size that matches the paper in the printer.
For example, if you have 101.6 x 152.4 mm (4 x 6 in) photo paper loaded in the paper tray, select 4x6in.
or 4x6in. (tab)
.
If the required paper size is not in the drop-down list, follow these steps to create a custom paper size.
Select Custom
from the Paper Size
.
In the Name
dialog box, type a name for the new custom size.
In the Width
and Length
boxes, type the dimensions.
Select the unit of measurement, and then click Save
.
Click OK
to close the Custom Paper Size
dialog box, and then click OK
again to close the Properties
dialog box.
|
NOTE:
|
You must exit the Properties
dialog box to apply your changes. |
Open the Properties
dialog box again, and then select the new custom size from the Size
drop-down list.
From the paper
drop-down list, select the paper type that matches the paper in the printer.
Click OK
, and then click Print
to print the document.
If these steps resolved the issue
, you do not need to continue troubleshooting.
If the issue persists
, continue to the next solution.
Solution four: Clean the rollers
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
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)
Press the Power button ( 
) to turn off the product. Unplug the power cord from the wall outlet.
Disconnect the power cord from the rear of the product.
Turn the product around so that you can access the rear side.
Push in the buttons on either side of the duplexer, and then remove the duplexer. Set the duplexer aside.
Figure 12: Remove the duplexer
Remove the duplexer. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
Press the cloth against the paper feed rollers in the product, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
Figure 13: The paper feed rollers
Illustration of the product paper feed rollers Allow the rollers to dry for 10 to 15 minutes.
Step two: Check and clean the duplexer rollers
Check the four white rollers on the outside of the duplexer. Make sure that the rollers are clean, free of paper bits, and rotate freely.
Figure 14: Check the four rollers on the outside of the duplexer
Image: Check the four rollers on the outside of the duplexer. Open the duplexer. Hold both sides of the duplexer, and then use your thumbs to press down the two latches on top of the duplexer.
Check the three large and two small paper-feed rollers inside the duplexer. Make sure that the rollers are clean, free of paper bits, and rotate freely.
Figure 15: The five paper-feed rollers inside the duplexer
Image: The five paper-feed rollers inside the duplexer. Clean all the duplexer rollers the same way that you cleaned the rollers inside the printer.
Allow the duplexer rollers to dry for 10 to 15 minutes.
Close the duplexer.
Gently push the duplexer into the printer until it snaps firmly into place.
Step three: Clean the pick roller on the underside of the printer
Press the Power button ( 
) to turn off the printer if it is not off already. Remove Tray 1 from the printer.
|
NOTE:
|
You must remove Tray 1 to access the pick roller. |
If optional Tray 2 is installed, lift the printer off the Tray 2 base.
Carefully lay the printer on its left side on a flat surface.
Turn the printer so that you can access the underside.
Find the pick roller.
Figure 16: The pick roller
Image: The pick roller. Firmly rotate the pick roller to the right.
| CAUTION:
|
Rotate the pick roller only to the right. |
Figure 17: The pick roller rotated to the right
Image: The pick roller rotated to the right. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
Press the cloth against the pick roller, and then rotate it to the right. Apply a moderate amount of pressure to remove any dust or dirt buildup from entire surface of the pick roller.
Rotate the pick roller to the right to move it back to its original position.
Allow the pick roller to dry for 10 to 15 minutes.
If have optional Tray 2, reinstall the printer on top of it.
Figure 18: Reinstall the printer on top of Tray 2
Image: Reinstall the printer on top of optional Tray 2. Insert Tray 1 into the printer.
Reconnect the power cord to the rear of the printer.
Plug the power cord back into the wall outlet.
If the printer does not turn on by itself, press the Power button (
) to turn it on. |
NOTE:
|
The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before you proceed. |
Step four: Print a self-test report
Print a self-test report.
How to print a self-test report
Load unused, plain, white paper into the paper tray.
Press and hold the Cancel button (
) for three seconds, and then release the button. The report prints.
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 solution.
If the self-test report does not print
, continue with the next solution.
Solution five: Service the printer
Important
: Only service the printer if you have already tried all the previous solutions and the printer does not print a self-test report on plain white paper. Service the Product - Contextual Wrapper
There might be a problem with the product hardware or a component may not be functioning correctly. The next step is to service the product.
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
, fees might apply for contacting HP.
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
. |
|
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