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Jams and paper-feed issues, The product does not pick up paper

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NOTICE: Use water only. Solvents or cleaners can damage the touch screen. Do not pour or spray water directly onto the touch screen. Jams and paper-feed issues Solve paper jam issues. Use an HP online troubleshooting wizard. Instructions for clearing the jam in the printer or in the automatic document feeder and resolving issues with paper or the paper feed. NOTE: The HP online troubleshooting wizards may not be available in all languages. The product does not pick up paper If the product does not pick up paper from the tray, try these solutions: ● Check the control panel for error messages, and follow any onscreen instructions. ● Load the tray with the correct paper size and type for your job. ● Make sure the paper guides in the tray are adjusted correctly for the size of paper. Align the guides with the paper-size markings in the bottom of the tray. ● Remove the stack of paper from the tray and flex it, rotate it 180 degrees, and flip it over. Do not fan the paper. Return the stack of paper to the tray. ● Clean the tray rollers. Cleaning instructions are available online at HP Customer Support . ● If needed, replace the tray rollers. Replacement instructions are provided with the tray roller kit or available online at HP Customer Support . The product picks up multiple sheets of paper If the product picks up multiple sheets of paper from the tray, try these solutions: ● Remove the stack of paper from the tray and flex it, rotate it 180 degrees, and flip it over. Do not fan the paper. Return the stack of paper to the tray. ● Use only paper that meets HP specifications for this product. ● Use paper that is not wrinkled, folded, or damaged. If necessary, use paper from a different package. Make sure all paper in the tray is the same type and size. ● Make sure the tray is not overfilled. If it is, remove the entire stack of paper from the tray, straighten the stack, and then return less paper to the tray. ● Even if the tray is not overfilled, try using a lower stack of media, such as half. ● Make sure the paper guides in the tray are adjusted correctly for the size of paper. Align the guides with the paper-size markings in the bottom of the tray. ● Print from another tray. Prevent paper jams To reduce the number of paper jams, try these solutions: 112 Chapter 9 Solve problems ENWW

Section	Page
Get started	17
Product features	17
HP PageWide Pro MFP 772-777 series	17
Tray capacity (75 gsm or 20–lb bond paper)	17
Print	18
Copy	18
Scan	18
Fax	19
Connectivity	19
Wireless	19
Finishing	20
Optional accessories	20
Environmental features	20
Accessibility features	20
Product views	20
Front left view	21
Front right view	22
Back view	23
Cartridge and product numbers	23
Power on and off	24
Turn the product on and off	24
Manage power	25
Use the control panel	26
Control panel buttons	26
Control panel home screen	27
Control panel dashboard	28
Quick Sets	28
Help features	29
Printer information	29
Help animations	29
Connect the product	30
Connect the product to a computer or a network	30
To connect the product using a USB cable	30
To connect the product to a network	31
Supported network protocols	31
Connect the product using a wired network	31
Connect the product using a wireless network (wireless models only)	32
To enable wireless capability on the product	32
To connect the product to a wireless network using the Wireless Setup Wizard	32
To connect the product to a wireless network using WPS	33
To connect the product to a wireless network manually	33
Use Wi-Fi Direct	34
To turn on Wi-Fi Direct	34
To print from a wireless-capable mobile device	35
To print from a wireless-capable computer (Windows)	35
To print from a wireless-capable computer (OS X)	35
Install HP printer software for a wireless product already on the network	36
Open the printer software (Windows)	36
Manage network settings	36
View or change network settings	37
Set or change the product password	37
Manually configure TCP/IP parameters from the control panel	37
Link speed and duplex settings	38
Printer management and services	39
HP Embedded Web Server	39
About the EWS	39
About cookies	39
Open the EWS	40
Features	40
Home tab	40
Scan tab	41
Copy/Print tab	42
Fax tab	42
HP JetAdvantage tab	43
Network tab	43
Tools tab	43
Settings tab	44
Product security features	44
Security statements	44
Firewall	45
Security settings	45
Firmware updates	45
HP Printer Assistant in the printer software (Windows)	45
Open the HP Printer Assistant	45
Features	45
Print, Scan & Fax tab	46
Shop tab	46
Help tab	46
Tools tab	46
Estimated Levels tab	47
HP Utility (OS X)	47
AirPrint™ (OS X)	47
Paper and print media	48
Understand paper use	48
Supported media sizes	49
Supported paper and print media sizes	49
Supported envelope sizes (Tray 1 only)	51
Supported card sizes	51
Supported label sizes	51
Supported photo media sizes	52
Supported paper types, tray capacities, and orientations	52
Orientation	52
Paper types and tray capacities	52
Configure trays	53
Guidelines	53
Examples	54
Load media	55
Load Tray 1	55
Load Tray 2 (single) or Trays 2/3 (tandem)	56
Load lower 550-sheet trays	58
Load HCI trays	59
Load envelopes	60
Load letterhead or preprinted forms	62
Load the document feeder	63
Load the scanner	64
Reload the stapler	65
Tips for selecting and using paper	67
Cartridges	69
HP PageWide cartridges	69
HP policy on non-HP cartridges	69
Counterfeit HP cartridges	69
Manage cartridges	69
Store cartridges	70
Print with General Office mode	70
Print when a cartridge is at estimated end of life	70
Check the estimated cartridge levels	70
Order cartridges	71
Recycle cartridges	72
Replace cartridges	72
Tips for working with cartridges	74
Print	76
Print from a computer	76
To print from a computer (Windows)	76
To print from a computer (OS X)	78
To set up printing shortcuts (Windows)	79
To set up printing presets (OS X)	79
To adjust or manage colors	79
Choose a preset color theme for a print job	80
Adjust the color options for a print job manually	80
Match colors to your computer screen	81
Control access to color printing	81
Print from the control panel	81
Print using job storage	82
To disable or re-enable job storage	82
Disable or enable job storage (Windows)	82
Disable or enable job storage (OS X)	82
To apply job storage to one or all print jobs	82
Apply job storage to one print job (Windows)	83
Apply job storage to all print jobs (Windows)	83
Apply job storage to one print job (OS X)	84
Apply job storage to all print jobs (OS X)	85
To print a job stored on the printer	85
To delete a job stored on the printer	86
Print from a USB device	86
Print with NFC	86
Print with AirPrint (OS X)	86
Tips for print success	87
Cartridge tips	87
Paper loading tips	87
Printer settings tips (Windows)	87
Printer settings tips (OS X)	88
Copy and scan	89
Copy	89
Copy settings	89
Adjust lightness or darkness for copies	89
Select a paper tray for copies	89
Reduce or enlarge a copy	90
Load and copy identification cards	90
Copy photos	91
Load and copy mixed-size originals	91
Copy on both sides automatically	92
Cancel a copy job	92
Scan	92
Scan to a USB drive	92
Scan to a computer	93
To set up scan to computer	93
Set up scanning to a computer (Windows)	93
Set up scanning to a computer (OS X)	93
To scan to a computer from the control panel	93
Scan to email	94
To set up scan to email	94
To scan a document or photo to email	94
To change account settings	94
Change account settings in the EWS	95
Change account settings (OS X)	95
Scan to a network folder	95
To set up scan to a network folder	95
To scan to a network folder	95
Scan to SharePoint	96
To set up scan to SharePoint	96
To scan to SharePoint	96
Scan using HP scanning software	96
To scan using HP scanning software (Windows)	97
To scan using HP scanning software (OS X)	97
Scan using other software	97
To scan from a TWAIN-compliant program	97
To scan from a WIA-compliant program	98
Scan using Webscan	98
Scan documents as editable text	99
Guidelines for scanning documents as editable text	99
To scan a document to editable text (Windows)	100
To scan documents as editable text (OS X)	100
Tips for copy and scan success	101
Fax	102
Set up fax	102
Connect fax to a telephone line	102
Configure fax settings	102
To configure fax settings from the control panel	102
To configure fax settings using the HP Digital Fax Setup Wizard	103
Configure fax settings (Windows)	103
Configure fax settings (OS X)	103
Set up HP Digital Fax	104
HP Digital Fax requirements	104
To set up HP Digital Fax	104
Set up HP Digital Fax (Windows)	104
Set up HP Digital Fax (OS X)	104
Set up HP Digital Fax in the EWS	104
To modify HP Digital Fax settings	104
Modify HP Digital Fax settings (Windows)	105
Modify HP Digital Fax settings (OS X)	105
Modify HP Digital Fax settings in the EWS	105
To turn off HP Digital Fax	105
Fax programs, systems, and software	105
Supported fax programs	105
Supported phone services - analog	105
Alternate phone services - digital	106
DSL	106
PBX	106
ISDN	106
VoIP	106
Set fax settings	107
Send-fax settings	107
Set pauses or flash hooks	107
Set a dialing prefix	107
Set tone-dialing or pulse-dialing	108
Set autoredial and the time between redials	108
To set the redial-on-busy option	108
To set the redial-on-no-answer option	108
To set the redial-on-connection-problem option	109
Set the light/dark setting	109
Set the default resolution	109
Use cover-page templates	110
Receive-fax settings	110
Set fax forwarding	110
Block or unblock fax numbers	110
Set the number of rings-to-answer	111
Set distinctive ring	111
Use autoreduction for incoming faxes	112
Set the fax sounds volume	112
Set stamp-received faxes	112
Send a fax	113
Send a fax from the control panel	113
Use phone-book entries	113
Send a standard fax from the computer	114
To send a standard fax from the computer (Windows)	114
To send a standard fax from the computer (OS X)	115
Send a fax from the software	115
Send a fax using monitor dialing	115
Send a fax using printer memory	116
Receive a fax	117
Receive a fax manually	117
Fax memory	117
Reprint a fax	117
Delete faxes from memory	117
Use the phone book	118
Create and edit individual phone-book entries	118
Create and edit group phone-book entries	118
Delete phone-book entries	118
Use reports	119
Print fax confirmation reports	119
Print fax error reports	120
Print and view the fax log	120
Clear the fax log	121
Print the details of the last fax transaction	121
Print a Caller ID Report	121
View the Call History	121
Solve problems	122
Problem-solving checklist	122
Check that the product power is on	123
Check the control panel for error messages	123
Test print functionality	123
Test copy functionality	123
Test the fax-sending functionality	123
Test the fax-receiving functionality	123
Try sending a print job from a computer	124
Test the plug-and-print USB functionality	124
Factors that affect product performance	124
Information pages	124
Factory-set defaults	125
Cleaning routines	126
Clean the printhead	126
Clean the scanner glass strip and platen	126
Clean the document feeder pick rollers and separation pad	127
Clean the touch screen	127
Jams and paper-feed issues	128
The product does not pick up paper	128
The product picks up multiple sheets of paper	128
Prevent paper jams	128
Clear jams	129
Guidelines for clearing jams	130
Jam locations	130
Clear jams from the document feeder	131
Clear jams in Tray 1 (multipurpose tray)	132
Clear jams in Tray 2 (tandem)	132
Clear jams in Tray 3 (tandem)	134
Clear jams in Tray 2 (single)	135
Clear jams in lower 550-sheet trays	137
Clear jams in the 550-sheet tray or in the first tray in stand	137
Clear jams in the second tray in the 3x550-sheet tray and stand	139
Clear jams in the third tray in the 3x550-sheet tray and stand	140
Clear jams in HCI trays	142
Clear jams in left HCI tray	143
Clear jams in right HCI tray	145
Clear jams in the left door	147
Clear jams in the left duplexer	148
Clear jams in the right door	150
Clear jams in the right duplexer	151
Clear jams in the output bin	152
Clear jams in the stapler/stacker	153
Clear jams in the stapler	154
Cartridge issues	156
Refilled or remanufactured cartridges	157
Interpret control panel messages for cartridges	157
Cartridge Depleted	157
Cartridge Low	157
Cartridge Problem	158
Cartridge Very Low	158
Counterfeit or used [color] cartridge installed	158
Do not use SETUP cartridges	158
Genuine HP cartridge installed	158
Incompatible [color]	159
Install [color] cartridge	159
Non-HP cartridges installed	159
Printer Failure	159
Problem with Print System	159
Problem with Printer Preparation	160
Problem with SETUP cartridges	160
Use SETUP cartridges	160
Used [color] installed	160
Printing issues	160
The product does not print	161
Printing troubleshooting checklist	161
Reinstall or replace the left duplexer	162
Remove the printhead wiper restraints	164
The product prints slowly	165
Plug-and-print USB issues	165
The Memory Device Options menu does not open when you insert the USB accessory	165
The file does not print from the USB storage device	166
The file that you want to print is not listed in the Memory Device Options menu	166
Improve print quality	166
Check for genuine HP cartridges	166
Use paper that meets HP specifications	166
Use the correct paper type setting in the printer driver	167
Change the paper type and size setting (Windows)	167
Change the paper type and size setting (OS X)	167
Use the printer driver that best meets your printing needs	167
Print a print-quality report	168
Align the printhead	168
Copy issues	169
Scan issues	169
Fax issues	169
Fax troubleshooting checklist	170
Change error correction and fax speed	171
Set the fax-error-correction mode	171
Change the fax speed	171
Fax logs and reports	171
Print individual fax reports	171
Set the fax error report	172
Fax error messages	172
Communication error.	173
Document feeder door is open. Canceled fax.	173
Fax is busy. Canceled send.	173
Fax is busy. Redial pending.	173
Fax storage is full. Canceling the fax send.	174
Fax receive error.	174
Fax Send error.	174
Fax storage is full. Canceling the fax receive.	175
No dial tone.	175
No fax answer. Canceled send.	176
No fax answer. Redial pending.	176
No fax detected.	176
Solve problems sending faxes	177
An error message displays on the control panel	177
Document feeder paper jam	177
Scanner error	177
The control panel displays a Ready message with no attempt to send the fax.	177
The control panel displays the message \	177
Faxes can be received, but not sent	177
Unable to use fax functions from the control panel	178
Unable to use phone-book entries	178
Unable to use group phone-book entries	178
Receive a recorded error message from the phone company when trying to send a fax	178
Unable to send a fax when a phone is connected to the product	179
Solve problems receiving faxes	179
An error message displays on the control panel	179
The fax does not respond	179
Sender receives a busy signal	180
Cannot send or receive a fax on a PBX line	180
Solve general fax problems	180
Faxes are sending slowly	180
Fax quality is poor	180
Fax cuts off or prints on two pages	181
Connectivity issues	181
Solve USB direct-connect problems	181
Solve network problems	181
Poor physical connection	182
The computer is using the incorrect IP address for the product	182
The computer is unable to communicate with the product	182
The product is using incorrect link and duplex settings for the network	183
New software programs might be causing compatibility problems	183
The computer or workstation might be set up incorrectly	183
The product is disabled, or other network settings are incorrect	183
Wireless network issues	183
Wireless connectivity checklist	183
The product does not print, and the computer has a third-party firewall installed	184
The wireless connection does not work after moving the wireless router or product	184
The wireless product loses communication when connected to a VPN	184
The network does not appear in the wireless networks list	184
Product software issues (Windows)	185
Product software issues (OS X)	186
The printer driver is not listed in the Print & Scan list	186
The product name does not appear in the product list in the Print & Scan list	186
The printer driver does not automatically set up the selected product in the Print & Scan list	186
A print job was not sent to the product that you wanted	186
When connected with a USB cable, the product does not appear in the Print & Scan list after the driv ...	186
You are using a generic printer driver when using a USB connection	187
Service and support	188
Customer support	188
HP limited warranty statement	188
UK, Ireland, and Malta	190
Austria, Belgium, Germany, and Luxemburg	190
Belgium, France, and Luxemburg	191
Italy	192
Spain	192
Denmark	193
Norway	193
Sweden	193
Portugal	193
Greece and Cyprus	194
Hungary	194
Czech Republic	194
Slovakia	195
Poland	195
Bulgaria	195
Romania	196
Belgium and the Netherlands	196
Finland	196
Slovenia	197
Croatia	197
Latvia	197
Lithuania	197
Estonia	198
Russia	198
Technical information	199
Product specifications	199
Print specifications	199
Physical specifications	199
Warning icons	199
Power consumption and electrical specifications	200
Acoustic emission specifications	200
Environmental specifications	200
Environmental product stewardship program	200
Protecting the environment	201
Safety data sheets	201
Ozone production	201
Power consumption	201
European Union Commission Regulation 1275/2008	202
Paper	202
Plastics	202
HP PageWide printing supplies	202
Paper use	202
Electronic hardware recycling	202
Material restrictions	202
Material restrictions	203
Battery disposal in Taiwan	203
California Perchlorate Material Notice	203
European Union Battery Directive	203
Battery notice for Brazil	203
Chemical substances	204
EPEAT	204
Disposal of waste equipment by users	204
Waste disposal for Brazil	204
The Table of Hazardous Substances/Elements and their Content (China)	204
Restriction of hazardous substance (India)	205
Declaration of the Presence Condition of the Restricted Substances Marking (Taiwan)	206
Restriction on hazardous substances statement (Turkey)	207
Restriction on hazardous substances statement (Ukraine)	207
China energy label for printer, fax, and copier	207
Regulatory information	208
Regulatory notices	208
Regulatory model identification number	208
FCC statement	208
VCCI (Class B) compliance statement for users in Japan	209
Power cord instructions	209
Notice to users in Japan about the power cord	209
Notice to users in Korea	209
Noise emission statement for Germany	209
European Union Regulatory Notice	210
Products with wireless functionality	210
Visual display workplaces statement for Germany	210
Additional statements for wireless products	210
Exposure to radio frequency radiation	211
Notice to users in Brazil	211
Notice to users in Canada	211
Notice to users in Canada (5 GHz)	212
Notice to users in Serbia (5 GHz)	212
Notice to users in Taiwan (5 GHz)	212
Notice to users in Taiwan	212
Notice to users in Mexico	212
Notice to users in Japan	213

Match case Limit results 1 per page

NOTICE:

Use water only. Solvents or cleaners can damage the touch screen. Do not pour or spray water

directly onto the touch screen.

Jams and paper-feed issues

Solve paper jam

issues.

Use an HP online troubleshooting wizard.

Instructions for clearing the jam in the printer or in the automatic document feeder and resolving issues with

paper or the paper feed.

NOTE:

The HP online troubleshooting wizards may not be available in all languages.

The product does not pick up paper

If the product does not pick up paper from the tray, try these solutions:

●

Check the control panel for error messages, and follow any onscreen instructions.

●

Load the tray with the correct paper size and type for your job.

●

Make sure the paper guides in the tray are adjusted correctly for the size of paper. Align the guides with

the paper-size markings in the bottom of the tray.

●

Remove the stack of paper from the tray and ﬂex it, rotate it 180 degrees, and ﬂip it over.

Do not fan the

paper.

Return the stack of paper to the tray.

●

Clean the tray rollers. Cleaning instructions are available online at

HP Customer Support

●

If needed, replace the tray rollers. Replacement instructions are provided with the tray roller kit or

available online at

HP Customer Support

The product picks up multiple sheets of paper

If the product picks up multiple sheets of paper from the tray, try these solutions:

●

Remove the stack of paper from the tray and ﬂex it, rotate it 180 degrees, and ﬂip it over.

Do not fan the

paper.

Return the stack of paper to the tray.

●

Use only paper that meets HP speciﬁcations for this product.

●

Use paper that is not wrinkled, folded, or damaged. If necessary, use paper from a diﬀerent package.

Make sure all paper in the tray is the same type and size.

●

Make sure the tray is not overﬁlled. If it is, remove the entire stack of paper from the tray, straighten the

stack, and then return less paper to the tray.

●

Even if the tray is not overﬁlled, try using a lower stack of media, such as half.

●

Make sure the paper guides in the tray are adjusted correctly for the size of paper. Align the guides with

the paper-size markings in the bottom of the tray.

●

Print from another tray.

Prevent paper jams

To reduce the number of paper jams, try these solutions:

112

Chapter 9

Solve problems

ENWW