HP ENVY 5000 User Guide - Page 102

Paper size mismatch, Ink cartridge carriage stalled, Older generation cartridge installed, Paper jam

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● If the printer is connected to a wireless network, the wireless connection has been broken. ● The printer software was not installed correctly. ● Security software (firewalls and anti-virus) installed on your computer may be blocking communication with the printer. To solve this problem, try the following solutions: ● Make sure the printer is turned on and the On button light is on. ● Make sure the power cord and other cables are working and are firmly connected to the printer. ● Make sure the power cord is connected firmly to a functioning Alternating Current (AC) power outlet. ● If the printer is connected to a wireless network, make sure the wireless network is functioning properly. For more information, see Network and connection issues on page 69. ● Uninstall and reinstall the HP printer software. ● Temporarily disable the security software to troubleshoot if it is causing communication issues. Paper size mismatch The paper size or type selected in the printer driver does not match the paper loaded in the printer. Make sure that the correct paper is loaded in the printer, and then print the document again. For more information, see Load media on page 10. NOTE: If the paper loaded in the printer is the correct size, change the selected paper size in the printer driver, and then print the document again. Ink cartridge carriage stalled Something is blocking the cartridge carriage (the part of the printer that holds the cartridges). To clear the obstruction check the printer for jams. For more information, see Jams and paper-feed issues on page 54. Older generation cartridge installed The older generation cartridge does not work in your printer. It can still be used with some older printer models. If you do not own an older printer model and your cartridge is a genuine HP cartridge, contact HP Support. For more information about contacting HP support, see HP support on page 75. To order a genuine HP replacement cartridge online, see Order cartridges on page 40. For problems with cartridges obtained from HP Instant Ink, please visit the HP Instant Ink program website for more information. Paper jam or tray problem Paper has become jammed in the printer. Before you try to clear the jam, check the following: 96 Appendix B Errors (Windows) ENWW

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●
If the printer is connected to a wireless network, the wireless connection has been broken.
●
The printer software was not installed correctly.
●
Security software
(firewalls
and anti-virus) installed on your computer may be blocking communication
with the printer.
To solve this problem, try the following solutions:
●
Make sure the printer is turned on and the
On
button light is on.
●
Make sure the power cord and other cables are working and are
firmly
connected to the printer.
●
Make sure the power cord is connected
firmly
to a functioning Alternating Current (AC) power outlet.
●
If the printer is connected to a wireless network, make sure the wireless network is functioning properly.
For more information, see
Network and connection issues
on page
69
.
●
Uninstall and reinstall the HP printer software.
●
Temporarily disable the security software to troubleshoot if it is causing communication issues.
Paper size mismatch
The paper size or type selected in the printer driver does not match the paper loaded in the printer. Make sure
that the correct paper is loaded in the printer, and then print the document again. For more information, see
Load media
on page
10
.
NOTE:
If the paper loaded in the printer is the correct size, change the selected paper size in the printer
driver, and then print the document again.
Ink cartridge carriage stalled
Something is blocking the cartridge carriage (the part of the printer that holds the cartridges).
To clear the obstruction check the printer for jams.
For more information, see
Jams and paper-feed issues
on page
54
.
Older generation cartridge installed
The older generation cartridge does not work in your printer. It can still be used with some older printer
models. If you do not own an older printer model and your cartridge is a genuine HP cartridge, contact HP
Support. For more information about contacting HP support, see
HP support
on page
75
. To order a genuine
HP replacement cartridge online, see
Order cartridges
on page
40
. For problems with cartridges obtained
from HP Instant Ink, please visit the
HP Instant Ink program
website for more information.
Paper jam or tray problem
Paper has become jammed in the printer.
Before you try to clear the jam, check the following:
96
Appendix B
Errors (Windows)
ENWW