HP Officejet 4500 (G510) Series and 4500 (K710) Series All-in-One Printers - The All-in-One Does Not Pick Up or Feed Paper
Issue
The product does not pick up or feed paper from the paper tray.
How to use the solutions in this document
To resolve the issue, try each solution in this document in the order presented.
IMPORTANT
: Each time you try a solution, try to print a self-test report to
determine if the hardware is functioning correctly. To print a self-test
report, use the steps in the following table.
How to print a self-test report
- Load plain, white paper in the paper tray.
- Press and hold the Cancel button (
) on the product control panel.
- While holding the Cancel button (
), press the OK button (
). The self-test report prints.
NOTE:
Refer back to the steps in this table after attempting each solution.
Solution one: Reset the All-in-One
- Disconnect the power cord from the back of the product.
- Wait 30 seconds.
- Reconnect the power cord to the back of the product.
- Press the Power button (
) to turn on the product.
- Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.
- If these steps resolved the issue
, and the test page prints
, there is no need to continue troubleshooting.
- If the issue persists
, continue with the next solution.
- If the test page does not print
, continue with the next solution.
Solution two: Check the paper
The condition of the paper or the amount of
paper loaded might prevent the rollers from picking it up and feeding it
through the product. Use the following steps to check the paper in the
input tray.
- Remove any wrinkled or damaged paper from the input tray.
- Make sure that all the paper is the same size and type.
- Tap the stack of paper on a flat surface to align the edges.
- Make sure that the stack of paper contains from 10 to 25 sheets of paper.
NOTE:
Do not overload the input tray. Make sure the stack of paper is shorter than the top of the paper width guide.
- Insert the stack of paper into the product, and then gently push the paper width guide snugly against the paper.
Figure 1: Load paper
1 - Load paper
2 - Adjust the paper width guide
Illustration of loading paper and adjusting the paper width guide
- Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.
- If these steps resolved the issue
, and the test page prints
, there is no need to continue troubleshooting.
- If the issue persists
, continue with the next solution.
- If the test page does not print
, continue with the next solution.
Solution three: Check the print settings
The paper settings in the print driver must
match the paper size and type loaded in the product. Use the following
instructions to adjust the paper settings.
- In the software program you are printing from, click File
.
- Click Print
, and then click Setup
, Properties
, or Preferences
.
NOTE:
The specific options might vary depending on the software program.
- Click the Features
tab.
- In the Basic Options
pane, select More
from the Paper sizes
drop-down list.
- Select the size of paper loaded in the product, and then click OK
.
- In the Basic Options
pane, select More
from the Paper type
drop-down list.
- Select the type of paper that you loaded, and then click OK
.
NOTE:
These changes do not change the
default print settings. The print settings revert to the default
settings the next time you open the program.
- Change any other print settings necessary, and then click OK
.
- Click OK
to print.
- Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.
- If these steps resolved the issue
, and the test page prints
, there is no need to continue troubleshooting.
- If the issue persists
, continue with the next solution.
- If the test page does not print
, continue with the next solution.
Solution four: Clean the rollers
Follow these steps to clean the rear rollers and the pick rollers on the HP product.
Step One: Clean the rear rollers
- Press the Power button (
) to turn off the product.
- Disconnect the power cord from the rear of the product.
- Remove the rear access door. Press in the tab on the left side of the door, and then pull the door away from the product.
Figure 2: Remove the rear access door
Remove the rear access door
- Lightly moisten a lint-free cloth with
distilled or bottled water, and then wipe the paper rollers. Rotate the
rollers with your fingers to clean all the way around.
Figure 3: Clean the rollers
Graphic: Showing paper rollers
- Make sure that the paper feed rollers on the rear access door are clean, free of paper bits, and rotate freely.
Figure 4: Access door rollers
Access door rollers
- Allow the rollers to dry completely.
- Reattach the rear access door. Push the door forward until it snaps into place.
Step two: Clean the pick roller
- Remove any paper from the paper tray.
- Remove the rear access door. Press in the tab on the left side of the door, and then pull the door away from the product.
Figure 5: Remove the rear access door
Remove the rear access door
Figure 6: Rear rollers and location of pick roller
Image: Rear rollers and location of pick roller
- Lightly moisten a lint-free cloth with
distilled or bottled water, and then wipe the pick roller. Rotate the
pick roller upward with your fingers to clean all the way around.
Figure 7: Pick roller
Image: Pick roller in the product
- Make sure that the pick roller and the rollers around it are clean, free of paper bits, and rotate freely.
- Allow the pick roller to dry completely.
- Reattach the rear access door. Push the door forward until it snaps into place.
- Load the tray with plain white paper.
- Reconnect the power cord to the rear of the product.
- Press the Power button (
) to turn on the product.
- Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.
- If these steps resolved the issue
, and the test page prints
, there is no need to continue troubleshooting.
- If the issue persists
, continue with the next solution.
- If the test page does not print
, continue with the next solution.
Solution five: Service the All-in-One
) four times. The self-test page prints.
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