Hello. Did the paper tear when you removed the jam?
But the paper tore when you removed it?
OK. Just a moment
Please try to manually feed one sheet of paper through by:
1)Picking up the lid and pushing the green lever back
2)putting a sheet of paper in the top tray.
3) picking up the lid and turning the white wheel to feed it through.
4) Then push the green lever back into its original position.
did u push the green lever away from you?
Did you feed it all the way through using the white wheel?
Ok great. Please push the green lever back into its original position.
OK. where was the original paper jam? Also do you see any additional messages on the screen?
OK in what part of the printer was the original paper jam?
Just a moment please
Please turn printer off. Leave off for 5 minutes then turn on again>
Ok. After 5 mins please turn on again and let me know results
Pls turn printer back on
Can you try printing a Printer status report?
ok. When you cleared the jam did you also check the duplex tray?
Does message say where the jam is located?
OK. The jam should be easy to see. Can you pls press the ? on your printer and select "Printer Information."
ok. what fixed it?
ok. just a moment pls
do you see a FW version?
That's the firmware version. Did u see it on the report?
do u have a piece of thick paper like card stock available?
OK Did the status report print out on paper?
OK. I'll post another step for you to try later:
Settings/Tools/Advanced Cleaning.Normally, this requires sending out of a cleaning pad by HP, however, try feeding a piece of card stock through tray 1. This may fix your paperjam.Let me know.
Settings is under web services.
OK. it should still be under warranty, correct?
Other than the last step that requires cardstock to see if we can get the printer to work, I recommend contacting HP support at:
OK. Hopefully they will resolve the issue. Please update this question to let me know the resolution.