02-10-2012 08:04 PM
I bought a laserjet P3015DN almost a year ago. For the first few months it worked well I was happy with it. Then a few months ago it showed paper jam. I would open the tray, nothing there, close it, open the door to the manual feed. Then the printer would reset and work again for another 30 pages or so. In December after spending hours with HP suppport, they had me upgrade the firmware and it seemed to solve the problem. A few days ago the same issue started again. On the Home support forum a lot of people complained about this with no solution. I tried again to get support and they blew me off telling me to call to the exchange program. I also noticed that I am a Business customer and the Home support blog said to go here. Well here I am. My warranty runs out soon, the printer shows jam when there is none and the HP techs are instructed to pass the problem somewhere else. I even offered to pay for an upgraded printer if they take this lemon back, but the tech could not help me. I am at my wits end. I have 4 HP printers here and this is the only one that is a dog. I wish they would make it easier to exchange a bad machine.
02-11-2012 12:36 PM
What is the error on the control panel? What is the page count? It may be a worn out pick-up roller or the guides in paper tray are not set correctly. Try to print from Manual feed tray.
02-11-2012 03:26 PM
02-11-2012 09:01 PM
I have an old HP Laserjet 4000 that is 14 years old, huge print volume, maybe 50-100K and I never replaced the roller. I was just starting to skip so I bought the P3015 as a replacement. The usage on this one is 12K, it is less than a year old. This should not be happening. I think by just fooling around with the roller all I am going to do is go past the warranty and then it is my problem.
02-12-2012 07:24 AM
02-12-2012 12:13 PM
To expand a bit on Turi's post......More than once I have seen phantom paper jams due to paper tray guides being too tight. Don't want to overlook the simple things! If the guides are too tight the paper cannot be pulled from the tray causing the machine to think there is a jam.
02-14-2012 02:30 AM
I have the same issue with my P3015. I wrote my opinion here and after all I'm really upset with the printer behaviour. Loosen or tighten paper doesn't make any difference in my case and tray 2 is set to A4 format anyway. Ceaning the pickup roller could help for a while but is quite unpractical solution since it have to be cleaned every day. Besides, I have been using my old HP 1320 LaserJet printer and never had to clean pickup roller.
I wish I could increase number of paper pickup attempts (which is 3) to 10 or so and make the printer not jamming every 3 failed attempts. This could be some kind of workaround, but I don't think it's possible.
02-14-2012 04:45 AM - edited 02-14-2012 04:55 AM
How may prints on the printer. Possible the pickup roller is worn and not matter how much cleaning it will continue to jam until replaced. I just read you link and you mention doing a 200 page job. I would think you have a lot of copies on this printer and most likley the pickup roller is wearing. They do not last forever. I have seen them really worn at about 20k prints. Easy enough to tell as the roller is pretty easy to remove. See the attachment.
02-14-2012 06:36 AM
Thanks for reply.
The printer has nearly 50k prints, which I believe is way too much in Your opinion. I can't say if pickukp roller is worn or not, it looks pretty smooth, however I'm not an expert. I understand those rollers do not last forever, but 20k is not an impressive amount. This printer has a normative workcycle up to 100000 pages per month (taken from HP website) which means you need to replace the roller every 6 days. Is it normal?
Also, I want to refer to this guy who mentioned that replacing pickup roller did not make difference.
Thanks anyway, at least it is worth trying.
02-15-2012 04:43 PM
02-15-2012 04:49 PM
Thank you Zuts. I am willing to give another try as I printed a big job yesterday and the printer did not have phantom jams. I don't know why it was doing it before. As you can see my usage is nowhere near 50K. But if it happens, where do you get your pickup rollers HP, Amazon, NewEgg?
02-16-2012 05:54 AM
I wrote to HP support and described the problem. Within two hours they called me and said the tech guy will visit me in my office next day (the printer is still under warranty). Technician arrived right on time and replaced the pickup roller. After that the printer works like a charm. I asked him few questions and he advised me to use better kind of paper (less dusty) so the pickup roller can last longer. He also said that 50k prints is not a high value and the printer will go better than that without failure if I only use a good kind of paper.
So Zuts, you were right, it was the pickup roller issue, however I'm still a little bit disappointed with time after which the printer needed to be serviced. I say this because of comparison with other HP printers I have used for years with the same kind of paper and without any failure. I don't know what to think about it, is this printer too sensitive or what...
Anyway, I am pleased with the way HP support resolved my issue.
06-13-2012 02:56 PM
How closely related is the P3015 to the P3005? We currently have over 15 - P3005 and they are also notorious for phantom jams. However, with the P3005 the issue reportedly was caused by a failure of the rear plastic gear RU5-0957. I also replaced RU5-0956, RU5-0958, and RU5-0959. Is this phantom jamming a problem that carried over from the P3005, or did they resolve that issue? I am looking to purchase 8 (have 6 on hand) P3015's... but don't really want to do it if all I am going to get is calls about phantom jams.
Side thought and opinion... These new HP printers don not even compare to the old HP LaserJets. The LaserJet 4 series could withstand being tossed in a tornado and still print. These days you can't even breathe on a new LaserJet. with out having something go wrong. The quality and craftsmanship have taken a backseat to quantity .
06-13-2012 11:07 PM
Both our P3015s started jamming up 6 months after purchasing too. Seems to be a common occurance here.
We were using HP copy paper and the printer was jamming up instantly. Had a technician check it over and said there was nothing wrong with them.
So we tried putting another brand of paper in and they are working a treat.
I agree with the previous poster though. Prior to the P3015n we had a couple of the P3005n models which were going strong for 3 years now. We only replaced them as we thought they were getting old. Might put them back into circulation though as these new printers seem dodgy.
06-14-2012 06:02 AM
I'm a Depot repair tech, but I've been sent out to site on several of these (phantom jams). My experience has been, in addition to needing cleaning/or new rollers/pads, that when users fill the tray real full, and push the tray in, the weight of a full tray really slams in....On three occasions, it has dislodged the tray paper end-stop just enough to cause intermittent feed failures. Resetting the stop fixed the problem, but I also replaced the rollers.
I wonder how relevant this is to this issue.Also, I have been having to adjust the 'tray inserted' microswitch on many 3015's..Some of them are on the 'hairy-edge' of not being 'made', and need to be adjusted so that the 'tray open' message onle comes on when the tray is out to the first-detent position. I am wondering if this also contributes to some of the 'Phantom Jams'....
06-22-2012 08:17 AM
I notice a lot of the complaints are from users having the machines for awhile. I just purchased this machine and it has had this problem from day 1. So a dirty or worn pickup roller should not be the problem.
07-05-2012 10:21 AM
I am a IT consultant and one of our large oil company clients has around 20-30 of these printers scrattered throughout the United States in different offices. I work with on average 2 cases a week that deals with these same issues.
I can tell you that the printer tray is the main issue. We found a slightly silly work around by opening the back door above the paper tray. We can't keep the door open all the time from the amount of dust and dirt in the air, but we have them open the door when they do large print jobs and it doesn't fail.
07-25-2012 08:52 AM
I agree with GTBaxter, as I've experienced the "phantom-jam" problem, with two new, out of the box, HP p3015's. As other posters have written, it does sound like a dirty, or worn pickup-roller problem, but in my case, it is not. I'm also an IT professional, and have quite a few years of experience, with maintaining laser printers. In my case, the p3015 replaced a p3005, which was "in place" for about four years, and never had pickup-roller issues, during its lifetime; started eating fusing assemblies, instead. At any rate, as with other posters, have tried firmware updates, driver updates, cleaning the pickup roller (which shouldn't be necessary, on day one), and even contacted HP for a replacement printer. As it turns out, after a week of printing, the replacement printer started having the "phantom jam" issue, as well. I'm going to try the work around, mentioned on the following post, which is "opening the door, above the paper tray", on the back of the printer, during long print jobs. Hopefully, that will work. I think that it's pretty obvious, that this printer STILL has a design issue, that dates back well over a year, and HP has NOT addressed it. VERY frustrating, indeed.
07-25-2012 01:27 PM
I was too busy and never had a chance to dump this printer. It generally works now, but I have noticed a pattern. When the printer is receiving data quickly and has a chance to print continuously it does not get a phantom paper jam ever. But when there is a delay and it has to wait for data from the computer over the network, it is then that a jam will occur. Somehow the pause while it waits for data to complete transmission for printing is causing something in the printer to flag a jam. So now I make sure for large jobs that the best format Word or PDF is coming down the line so there is no delay and the printer just plows through the job with no delays. I still would not recommend this printer, and wish HP had been more accommodating to allow an exchange and upgrade (which I would have paid for). That hurt.
04-22-2013 03:54 PM
I took the advice about checking all of the guides (moved them all back and forth and back to the correct position for 8.5 *11) on the tray and put the paper back and it worked! I could not see any difference in the guides but this model must be really finicky about about where the guides are set.
05-16-2013 09:06 AM
I don't know if anyone tried this? Fill your Tray to a smaller stack, like maybe 20% full and try printing like that XD, apparently it seems like the tray has problems hence why its trying to pick up the pages but fails. Checking my supplier for a new 2nd tray and roller kit.
12-17-2013 01:37 PM
The "Phantom" jam sometimes called a "No Pick" (paper not advancing in the paper path) from the tray and can be related to worn rollers and other causes. The error code on the CP should be a 13.01 on the P3015 and 13.B2.D2 on the M525 (same paper path).
Paper loading in the tray cassette can be a common cause for No Pick jams, attached is a link to a document that explains how to load the tray cassette to prevent No Pick/Phantom jams:
I work for HP