You hit print, the HP OfficeJet Pro 9015e grinds for a second, and then a jam warning freezes everything on the control panel. Sometimes there is a crumpled sheet you can see; other times the printer insists on a jam even after you have pulled every scrap of paper you can find. The good news is that this is a standard ink-cartridge all-in-one with real paper trays, a rear access door, and an automatic document feeder, so the official HP jam-clearing routine applies directly to your machine. Work through the fixes below in order, starting with the safest, and you will clear almost every jam without a service call.
Start with a restart and a clean reload of the input tray
Many jam errors clear with nothing more than a power cycle, so begin there before you open a single door. Turn the printer off, then turn it back on, and let it run through its startup checks.
Next, square up how the paper is sitting. A loose or skewed stack is one of the most common reasons the printer reports a jam in the first place.
- 1.Remove any loose or jammed paper you can reach from the input tray.
- 2.Tap the bottom edge of the stack even on a flat surface so the sheets line up.
- 3.Push the stack to the rear until it stops.
- 4.Adjust the paper width guides so they sit snug against the edges, and avoid overloading the tray.
This is the first, safest step, and it solves a surprising number of jams on its own. Only move on to opening doors if the warning is still on screen.
Clear paper jammed inside the cartridge access area
When the jam is further inside the machine, you need to reach the paper path near the carriage. Safety matters here, because the carriage can move and there are live electrical parts inside.
- 1.Open the front door and then the ink cartridge access door, and wait for the carriage to stop moving.
- 2.Disconnect the power cord before reaching inside to avoid injury or shock.
- 3.Gently remove any jammed or torn paper using both hands so the sheet does not tear into smaller pieces.
- 4.If the carriage is in the way, slide it gently to the side, but never force it if it is locked or stuck.
Torn fragments left behind will cause the jam to return almost immediately, so check carefully for small bits of paper before you close everything up. Reconnect the power cord and close the doors when the path is clear.
Open the rear access door and check the paper path
If you still cannot see the jammed sheet from the front, it is probably stuck along the rear paper path. This is also where a torn piece tends to hide after a partial pull from the front.
- 1.Turn off the printer and disconnect the power cord.
- 2.At the back of the printer, press the tab on the rear access door and open it, then remove the paper path cover.
- 3.Gently remove any jammed paper and bits of torn paper from the paper-path area.
- 4.Reseat the paper path cover, close the doors, reconnect power, and turn the printer on.
Go slowly and pull paper in the direction it normally travels where you can. Removing the cover gives you a much better angle on stubborn sheets wedged in the back.
Clear the document feeder if the jam happened during a copy or scan
The OfficeJet Pro 9015e has an automatic document feeder for copying and scanning multipage originals, and that mechanism jams separately from the print path. If the paper got stuck while feeding through the top of the printer, this is your section.
- 1.Lift the ADF cover and use both hands to remove jammed paper from the ADF input tray area, then lower the cover.
- 2.Lift the document feeder tray and remove any jammed paper from the ADF output tray area.
- 3.Lower the document feeder tray back down.
Using both hands keeps the original from tearing inside the rollers. Once both areas are clear, you can lower everything and try the copy or scan again.
Run a 60-second power reset for a phantom jam
Sometimes the printer keeps reporting a jam (or a carriage jam) even after you have removed every visible scrap of paper. That usually means a stuck error state rather than a physical obstruction, and a full power reset clears it.
- 1.Press the power button to turn the printer off.
- 2.Unplug the power cord.
- 3.Wait 60 seconds.
- 4.Reconnect the cord directly to a wall outlet and to the printer.
- 5.Turn the printer on.
Plugging straight into a wall outlet, rather than a power strip or surge protector, helps rule out a weak or interrupted power supply during the reset. Give the printer a moment to reinitialize before you send another job.
Clean the paper-feed rollers when jams keep returning
If you are clearing the same jam over and over, or you keep seeing an "Out of Paper" message even with paper loaded, the feed rollers are likely the culprit. Dust and paper fiber build up on them and stop them from gripping a single sheet cleanly.
- 1.Pull out the paper tray to expose the rollers.
- 2.Lightly dampen a lint-free cloth with distilled water.
- 3.Wipe the rollers clean.
- 4.Let them dry completely, about 10 minutes, before printing again.
Use distilled water and a lint-free cloth specifically, since tap water and paper towels can leave residue or fibers behind. Letting the rollers dry fully is the step people skip, and printing on damp rollers can cause more misfeeds.
Update the firmware and driver to fix feed glitches
Outdated firmware can cause feed and error-handling glitches that look exactly like a hardware jam. Keeping the printer and your computer current is an easy, non-invasive fix that often stops recurring false errors.
Get the latest firmware and driver from HP Software and Driver Downloads for the OfficeJet Pro 9015e (model 37934143), select the firmware or driver, download it, and follow the instructions.
The HP app, which HP states replaces HP Smart, is available for Windows, Mac, iOS, and Android to help manage the printer, and the model also supports Apple AirPrint with no app required. If you print from a phone or tablet, AirPrint is the simplest path while you sort the jam out.
Clear a stuck print queue or offline state on your computer
Once the physical jam is gone, pages still might not print because the job is stuck or the printer shows as offline on your computer. Fix the queue rather than re-sending the same document over and over.
On Windows, open Printers and scanners, select the printer, and open the print queue. Make sure "Use Printer Offline" and "Pause Printing" are not checked, clearing any checkmark you find. If a job is truly stuck, stop the Print Spooler service, delete the files in C:\Windows\System32\spool\PRINTERS, then restart the service.
On a Mac, open Printers and Scanners, right-click (or Control-click) in the Printers list, and select "Reset printing system." Note that this removes all printers and queued jobs, so afterward click Add Printer and re-add your OfficeJet Pro 9015e.
Reset network settings or factory defaults, then contact HP
Save these resets for last, since they undo your configuration. If everything above has failed, restoring defaults gives the printer a clean slate.
To restore factory defaults from the control panel, touch Setup/Menu (you may need to swipe down on the touchscreen to open the Dashboard), then select Restore Defaults, then Restore Factory Defaults, then Yes. Restoring factory defaults returns the printer to its original settings, so you will need to set it up again, including reconnecting it to your network. The printer restarts after you confirm.
If only the Wi-Fi connection is the problem, you do not need a full reset. Remember that this printer connects on the 2.4 GHz band only, so it will not join a 5 GHz network. From the Wireless or Setup menu, select Network setup or Settings, then choose Restore Network Settings, and reconnect using the Wireless Setup Wizard by selecting your network and entering the password.
If the jam error still persists after working through every fix here, the issue may need service. At that point, contact HP Support for help with your specific machine.
Frequently Asked Questions
Why does my HP OfficeJet Pro 9015e say there is a jam when I cannot see any paper?
This is usually a stuck error state or a small torn fragment left in the paper path. Check the cartridge access area and the rear access door for bits of paper, then run a 60-second power reset by turning off the printer, unplugging it, waiting 60 seconds, reconnecting the cord to a wall outlet, and turning it back on.
The same jam keeps coming back. What should I check?
Recurring jams and "Out of Paper" messages are often caused by dust and paper fiber on the feed rollers. Pull out the paper tray to expose the rollers, wipe them with a lint-free cloth lightly dampened with distilled water, and let them dry completely (about 10 minutes) before printing again. Also confirm the stack is squared, pushed to the rear, and the width guides are snug.
My pages will not print even after the jam is cleared. What now?
The job is probably stuck in the queue or the printer is set to offline. On Windows, open Printers and scanners, open the print queue, and make sure "Use Printer Offline" and "Pause Printing" are not checked. On a Mac, open Printers and Scanners, right-click the list, choose "Reset printing system," and re-add the printer.
Will a factory reset erase anything important?
Restoring factory defaults returns the printer to its original settings, so you will need to set it up again, including reconnecting it to your network. Use it only as a last resort. If you just need to fix Wi-Fi, choose Restore Network Settings instead and reconnect with the Wireless Setup Wizard, remembering that this model only works on a 2.4 GHz network.
Can I keep printing from my iPhone while I troubleshoot?
Yes. The OfficeJet Pro 9015e supports Apple AirPrint with no app required, so you can print from an iPhone or iPad once the physical jam is cleared. The HP app, which HP states replaces HP Smart, is also available for Windows, Mac, iOS, and Android if you want more management options.
