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HP Deskjet 1010 and Deskjet Ink Advantage 1010 Printers 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.
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.
Do not push the paper too far into the tray.
Load only one type of paper at a time into the tray.
Use only clean unused paper in the tray.
Store paper in a cool dry place.
Reload paper that has been in the tray for a while. Avoid printing on paper that is dusty.
Wait for the printer to complete a print job or to display an 'Outofpaper' message before reloading the
tray.
Causes
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.
Important: You must follow these solutions in the order presented to resolve the issue. When one of the
solutions resolves the issue, you can stop troubleshooting.
Solution one: Perform a reset
Sometimes, restarting the printer can clear a paper feed issue. Follow these steps to perform a reset.
Step one: Reset the printer
1. Press the Power button ( ) to turn on the product.
2. With the product turned on, disconnect the power cord from the rear of the product.
3. Unplug the power cord from the wall outlet.
4. Wait at least 15 seconds.
5. Plug the power cord back into the wall outlet.
6. Reconnect the power cord to the rear of the product.
7. If the product does not turn on by itself, press the Power button ( ) to turn it on.
Step two: Print a Print Quality Report
Select your operating system, and then follow the steps to print a test page to make sure that the hardware
functions correctly.
Windows
Follow these steps to print a test page in Windows XP, Windows Vista, Windows 7, or Windows 8.
1. Make sure there is plain white, letter-size paper loaded in the input tray.
2. Open the printer software:
Windows XP
Click Start (
), click All Programs, click HP, click the folder for your HP printer, and then click the
icon for your HP printer (
). The printer software opens.
Windows Vista
Click the Windows icon (
), click All Programs, click HP, click the folder for your HP printer, and then
click the icon for your HP printer (
). The printer software opens.
Windows 7
Click the Windows icon (
), click All Programs, click HP, click the folder for your HP printer, and then
click the icon for your HP printer (
). The printer software opens.
Windows 8
Right-click or tap and hold the lower left corner of the screen to open the menu, click or tap Control
Panel, click or tap Devices and Printers, double-click or double-tap the icon for your HP printer, and
then click HP Print Assistant top open the HP printer software.
NOTE: You can also open the HP printer software from your computer desktop: double-click the icon for your
HP printer (
).
3. In the printer software, click Print.
4. Click Maintain Your Printer (
). The HP Toolbox opens.
5. Click the Device Reports tab.
6. Click the Print Diagnostic Information icon. The test page prints.
Figure 1: Example of the test page
Mac OS X
Follow these steps to print a test page in Mac OS X v10.6, OS X v10.7, OS X v10.8, or OS X v10.9.
Option one: Print a test page from the Print Queue
1. Click the Mac icon (
) in the upper left corner of the desktop. Select System Preferences from the menu.
2. Click Print & Fax (v10.6) or Print & Scan (v10.7 and v10.8).
The Print & Fax or Print & Scan window opens.
3. Click on your printer in the list of printers, and then click Open Print Queue.
4. Click Printer Setup, click the Utility tab, and then click Open Printer Utility.
5. Click Test, and then click Print Test Page. The printer's test page prints.
Figure 2: The test page
Option two: Print the test page from the HP Utility
1. Click the Finder (
) icon in the dock. The Finder window opens.
2. Click the drive your HP software is installed on (for example, the Macintosh HD drive).
3. Click the Applications file, and then move your cursor to the next window.
4. Click the HP or Hewlett-Packard folder, and then move your cursor to the next window.
5. Double-click the HP Utility icon. The HP Utility window opens.
6. Select your printer from the list of devices.
7. Click Test, and then click Print Test Page. The test page prints.
Figure 3: The test page
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. Follow these
guidelines to help avoid the issue, and then continue with the steps to check the condition of the paper.
Use only good quality paper that meets printer specifications.
Store all paper in a dry, cool place. Paper feed issues occur more often in humid climates.
Do not print on paper that is already printed. The dampness of the ink can cause the paper to stick together.
NOTE: For the purposes of these troubleshooting steps, use only 10 to 25 sheets of plain white, unused paper.
Step one: Check the condition of the paper
1. Remove the stack of paper from the tray.
2. 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.
3. Examine the condition of the paper, and then replace any ripped, dusty, curled, wrinkled, or bent paper.
4. 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.
5. Tap the stack of paper on a flat surface to align the edges.
6. 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 paper
1. Lift the paper tray.
Figure 4: Lift the paper tray
2. Lower the output tray, and then pull out the output tray extender.
Figure 5: Pull out the tray extender
3. Slide the paper width guide to its outermost position.
4. Load clean, white paper in the input tray with the short edge forward and the print side up.
Figure 6: Load the paper
5. Slide the paper width guide to the right until it stops at the edge of the paper but does not bend the paper.
Figure 7: Slide the paper width guide against the paper
Step two: Print a Print Quality Report
Select your operating system, and then follow the steps to print a test page to make sure that the hardware
functions correctly.
How to print a Print Quality Report
Select your operating system, and then follow the steps to print a test page to make sure that the hardware
functions correctly.
Windows
1. Make sure there is plain white, letter-size paper loaded in the input tray.
2. Open the printer software:
Windows XP
Click Start (
), click All Programs, click HP, click the folder for your HP printer, and then click the
icon for your HP printer (
). The printer software opens.
Windows Vista
Click the Windows icon (
), click All Programs, click HP, click the folder for your HP printer, and then
click the icon for your HP printer (
). The printer software opens.
Windows 7
Click the Windows icon (
), click All Programs, click HP, click the folder for your HP printer, and then
click the icon for your HP printer (
). The printer software opens.
Windows 8
Right-click or tap and hold the lower left corner of the screen to open the menu, click or tap Control
Panel, click or tap Devices and Printers, double-click or double-tap the icon for your HP printer, and
then click HP Print Assistant top open the HP printer software.
NOTE: You can also open the HP printer software from your computer desktop: double-click the icon for your
HP printer (
).
3. In the printer software, click Print.
4. Click Maintain Your Printer (
). The HP Toolbox opens.
5. Click the Device Reports tab.
6. Click the Print Diagnostic Information icon. The test page prints.
Figure 8: Example of the test page
Mac OS X
Follow these steps to print a test page in Mac OS X v10.6, v10.7, or v10.8.
Option one: Print a test page from the Print Queue
1. Click the Mac icon (
) in the upper left corner of the desktop. Select System Preferences from the menu.
2. Click Print & Fax (v10.6) or Print & Scan (v10.7 and v10.8).
The Print & Fax or Print & Scan window opens.
3. Click on your printer in the list of printers, and then click Open Print Queue.
4. Click Printer Setup, click the Utility tab, and then click Open Printer Utility.
5. Click Test, and then click Print Test Page. The printer's test page prints.
Figure 9: The test page
Option two: Print the test page from the HP Utility
1. Click the Finder (
) icon in the dock. The Finder window opens.
2. Click the drive your HP software is installed on (for example, the Macintosh HD drive).
3. Click the Applications file, and then move your cursor to the next window.
4. Click the HP or Hewlett-Packard folder, and then move your cursor to the next window.
5. Double-click the HP Utility icon. The HP Utility window opens.
6. Select your printer from the list of devices.
7. Click Test, and then click Print Test Page. The test page prints.
Figure 10: The test page
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: Remove any loose paper, debris, or foreign objects from
the tray
Follow these steps to remove any loose paper, debris, or foreign objects from the tray, and then print a test page.
Step one: Remove any loose paper, debris, or foreign objects from the tray
1. Press the Power button to turn off the printer.
2. Disconnect the USB cable from the rear of the printer.
3. Disconnect the power cord from the rear of the printer.
WARNING: You must disconnect the power cord before you reach inside the printer to avoid risk of injuries
or electric shock.
4. Look inside the input tray, and then remove any foreign materials such as paper clips, debris, or other
objects that might have fallen inside.
NOTE: You might need a flashlight to illuminate the area.
Figure 11: Look inside the input tray
5. Use your fingers to move the pick mechanism located inside the input tray, and then remove any foreign
objects or debris.
Figure 12: Use your fingers to remove debris
6. If you did not find any debris, tilt the printer on its side, and then use your fingers to move the pick
mechanism located inside the input tray, and then remove any foreign objects or debris you find. Debris
might fall out of the printer.
CAUTION: Make sure that there are no foreign materials that remain inside the input tray as this could
result in further paper jams or damage to the printer.
Figure 13: Tilt the printer, and then remove any foreign objects or debris
7. Return the printer to its normal position.
8. Check the output tray for any foreign materials, and then remove them if necessary.
9. Reconnect the USB cable to the rear of the printer.
10. Reconnect the power cord to the rear of the printer, and then press the Power button to turn on the printer.
Step two: Print a Print Quality Report
Print a test page to make sure that the hardware functions correctly.
How do I print a test page?
Select your operating system, and then follow the steps to print a test page.
Windows
1. Make sure there is plain white, letter-size paper loaded in the input tray.
2. Open the printer software:
Windows XP
Click Start (
), click All Programs, click HP, click the folder for your HP printer, and then click the
icon for your HP printer (
). The printer software opens.
Windows Vista
Click the Windows icon (
), click All Programs, click HP, click the folder for your HP printer, and then
click the icon for your HP printer (
Windows 7
). The printer software opens.
Click the Windows icon (
), click All Programs, click HP, click the folder for your HP printer, and then
click the icon for your HP printer (
). The printer software opens.
Windows 8
Right-click or tap and hold the lower left corner of the screen to open the menu, click or tap Control
Panel, click or tap Devices and Printers, double-click or double-tap the icon for your HP printer, and
then click HP Print Assistant top open the HP printer software.
NOTE: You can also open the HP printer software from your computer desktop: double-click the icon for your
HP printer (
).
3. In the printer software, click Print.
4. Click Maintain Your Printer (
). The HP Toolbox opens.
5. Click the Device Reports tab.
6. Click the Print Diagnostic Information icon. The test page prints.
Figure 14: Example of the test page
Mac OS X
Follow these steps to print a test page.
Option one: Print a test page from the Print Queue
1. Click the Mac icon (
) in the upper left corner of the desktop. Select System Preferences from the menu.
2. Click Print & Fax (v10.6) or Print & Scan (v10.7 and v10.8).
The Print & Fax or Print & Scan window opens.
3. Click on your printer in the list of printers, and then click Open Print Queue.
4. Click Printer Setup, click the Utility tab, and then click Open Printer Utility.
5. Click Test, and then click Print Test Page. The printer's test page prints.
Figure 15: The test page
Option two: Print the test page from the HP Utility
1. Click the Finder (
) icon in the dock. The Finder window opens.
2. Click the drive your HP software is installed on (for example, the Macintosh HD drive).
3. Click the Applications file, and then move your cursor to the next window.
4. Click the HP or Hewlett-Packard folder, and then move your cursor to the next window.
5. Double-click the HP Utility icon. The HP Utility window opens.
6. Select your printer from the list of devices.
7. Click Test, and then click Print Test Page. The test page prints.
Figure 16: The test page
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 paper pick rollers
Dust or paper residue on the rollers inside the printer can cause paper feed issues. Follow these steps to clean the
rollers.
Step one: Clean the paper pick rollers
NOTE: You will need a long cotton swab to clean the rollers.
1. Press the Power button to turn off the printer.
2. Disconnect the power cord from the rear of the printer.
3. Raise the input tray.
Figure 17: Raise the input tray
4. Look down through the open input tray and find the gray paper pick rollers. You might need a flashlight to
illuminate the area.
Figure 18: Paper pick rollers
5. Dampen a long cotton swab with bottled or distilled water, and then squeeze any excess water from the
swab.
6. Press the swab against the rollers and rotate them upward with your fingers. Apply a moderate amount of
pressure to remove dust or dirt buildup.
7. Allow the rollers to dry for 10 or 15 minutes.
8. Reconnect the power cord to the back of the printer.
9. If the HP printer does not turn on, press the Power button.
Step two: Print a Print Quality Report
Select your operating system, and then follow the steps to print a test page to make sure that the hardware
functions correctly.
How to print a Print Quality Report
Select your operating system, and then follow the steps to print a test page to make sure that the hardware
functions correctly.
Windows
1. Make sure there is plain white, letter-size paper loaded in the input tray.
2. Open the printer software:
Windows XP
Click Start (
), click All Programs, click HP, click the folder for your HP printer, and then click the
icon for your HP printer (
). The printer software opens.
Windows Vista
Click the Windows icon (
), click All Programs, click HP, click the folder for your HP printer, and then
click the icon for your HP printer (
). The printer software opens.
Windows 7
Click the Windows icon (
), click All Programs, click HP, click the folder for your HP printer, and then
click the icon for your HP printer (
). The printer software opens.
Windows 8
Right-click or tap and hold the lower left corner of the screen to open the menu, click or tap Control
Panel, click or tap Devices and Printers, double-click or double-tap the icon for your HP printer, and
then click HP Print Assistant top open the HP printer software.
NOTE: You can also open the HP printer software from your computer desktop: double-click the icon for your
HP printer (
).
3. In the printer software, click Print.
4. Click Maintain Your Printer (
). The HP Toolbox opens.
5. Click the Device Reports tab.
6. Click the Print Diagnostic Information icon. The test page prints.
Figure 19: Example of the test page
Mac OS X
Follow these steps to print a test page.
Option one: Print a test page from the Print Queue
1. Click the Mac icon (
) in the upper left corner of the desktop. Select System Preferences from the menu.
2. Click Print & Fax (v10.6) or Print & Scan (v10.7 and v10.8).
The Print & Fax or Print & Scan window opens.
3. Click on your printer in the list of printers, and then click Open Print Queue.
4. Click Printer Setup, click the Utility tab, and then click Open Printer Utility.
5. Click Test, and then click Print Test Page. The printer's test page prints.
Figure 20: The test page
Option two: Print the test page from the HP Utility
1. Click the Finder (
) icon in the dock. The Finder window opens.
2. Click the drive your HP software is installed on (for example, the Macintosh HD drive).
3. Click the Applications file, and then move your cursor to the next window.
4. Click the HP or Hewlett-Packard folder, and then move your cursor to the next window.
5. Double-click the HP Utility icon. The HP Utility window opens.
6. Select your printer from the list of devices.
7. Click Test, and then click Print Test Page. The test page prints.
Figure 21: The test page
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 self-test report prints, but the original document does not, continue to the next solution in this
document.
If the self-test report does not print, try printing the report again. Listen for the rubber paper-pick rollers;
you should be able to hear them rotating. Then, try slowly pushing the paper farther in until the roller
engages to pick up the paper. Be careful not to push the paper in too far, which can cause paper jams.
If the self-test report does not print when slowly pushing the paper farther in, repeat the previous
steps to clean the rollers again. If the issue continues after repeated cleaning, skip the next solution
in this document, and then service the printer.
If the self-test report prints when slowly pushing the paper farther in, try printing the original
document again. The paper might not have been loaded far enough into the printer. If the issue is
resolved, there is no need to continue troubleshooting.
If the paper only feeds through the printer when you slowly push it farther in, repeat the previous
steps to clean the rollers again. If the issue continues after repeated cleaning, skip the next solution
in this document, and then service the printer.
Solution five: Adjust the paper settings in the print driver
The printer might not pick up paper if the paper size and type in the paper tray do not match the size and type
settings in the print driver. This feature of the printer helps to avoid wasting ink and paper if the paper is not what
you expected.
Windows XP, Windows Vista, and Windows 7
1. Return to the document you were trying to print when the issue occurred.
2. Click File, and then click Print. The Print dialog box opens.
Figure 22: Click File, and then click Print
3. Select your printer, and then click Properties. The printer Properties dialog box opens.
4. Click the Paper/Quality tab.
5. From the Paper Size drop-down, make sure that the selected option matches your paper size. For example,
if you have legal paper loaded in your printer, select Legal 8.5x14in.
6. From the Media drop-down, select the paper type that matches the paper you have loaded in the printer.
7. Click OK to apply the settings.
8. Click OK from the Print dialog box to start the print job.
Windows 8
1. In the program you are trying to print from, click or tap File, and then click or tap Print. The Print window
opens.
2. Click or tap the button that opens the Properties dialog box. Depending on the software program, the
button might be Properties, Options, Printer setup, Printer, or Preferences.
3. Select the print settings for the current print job, and then click or tap OK.
Mac OS X v10.6, OS X v10.7, and OS X v10.8
1. In the program you are trying to print from, click File, and then click Print.
2. Review the following options, and then make any necessary changes:
Paper size: If one of the options matches your paper size exactly, select that option.
Orientation: Choose the orientation you want to print on.
NOTE: To save these settings for future print jobs, select the Save in the Presets menu, and then name the
new preset. If multiple printers are installed, open System Preferences, click Print & Fax (v10.6) or Print &
Scan(v10.7 and v10.8), and then set the Default Printer to Last Printer Used.
If the document prints, the issue is resolved, and there is no need to continue troubleshooting.
If the document prints on plain white paper, but not a special paper type, there is no need to continue
troubleshooting. The problem is probably related to the paper that you were trying to print on, or possibly a
connectivity problem. Review the Cause and Prevention sections at the end of this document to check other
possibilities.
If the document does not print, continue with the next solution.
Solution six: Service the printer
If the printer printed a self-test report with plain white paper, the printer is functional and does not need to be
replaced. Other issues, such as connectivity, print driver settings, special paper, photo paper facing shiny side up,
or slick or damaged paper might cause the problem. Review the following sections to learn about the common
causes and how to prevent the issue.
Contacting HP for service in Asia Pacific.
If you completed all the preceding steps and your product still has an issue, you might need further assistance
from HP.
Go to Contact HP Support to review available service options.
Contacting HP for service in all countries/regions except Asia Pacific.
If you completed all the preceding steps and your product still has an issue, service the product.
First, go to Check your product warranty to check your printer warranty status, and then go to Contact HP Support
to find an authorized service dealer or to schedule a repair.
Repair fees might apply for out-of-warranty printers.
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