Can you keep using it?
Can you keep using it?
Contact customer support if any of these apply
- !13.14 or 13.15 returns on clean paper after a full duplex-path clear.
- !The duplexer no longer opens, closes, or seats correctly.
What to check first
Step-by-step checks
- 1
Consumable check
Open the duplexer at the rear of the printer and remove jammed paper carefully.
Start with the official recovery step before moving on to parts or deeper servicing.
- 2
Safe first step
Check for scraps near the rear door and duplex path before closing it.
- 3
Consumable check
Retry with flatter paper or one-sided printing if duplex jobs keep failing.
Background
What this message usually means
HP groups 13.14 and 13.15 together for duplexer jams on this Color LaserJet Pro family. These codes usually mean a two-sided job stalled in the reverse path and the duplexer needs to be cleared before normal printing can continue.
Before the message
What users usually notice first
Messages like this often appear after the printer fails one of its normal startup, supply, or paper-path checks and cannot return to ready state cleanly.
Diagnosis
Likely causes
Paper stalled in the duplex path during two-sided printing.
A torn scrap remains in the rear duplex route.
Curled or unsuitable media failed during duplex reversal.
Service
When service or replacement is more likely
- -If only duplex jobs fail, the main print engine may still be fine and the reverse path is the likely problem.
Avoid wrong turns
Common misreads of this message
- -Treating the message like a confirmed failed part instead of a support clue about which system has stopped the printer.
- -Assuming no physical path issue exists just because no full sheet is visible at first glance.
See also
Related codes in this family
Explore more
More HP printer families
PageWide 300 / 400 / 500 series
PageWide 352, PageWide 377, PageWide 452, and more.
Color LaserJet Pro 4201 / 4202 / 4203 / 4301 / 4302 / 4303 series
Color LaserJet Pro 4201dn, Color LaserJet Pro 4202dw, Color LaserJet Pro 4203dn, and more.
OfficeJet Pro 9010 / 9020 series
OfficeJet Pro 9010, OfficeJet Pro 9012, OfficeJet Pro 9015, and more.
Read this next
Helpful guides for this problem
Guide
When a printer says paper jam but there isn't one
What a false paper-jam warning usually points to, from hidden scraps and tray issues to faults that are no longer simple jams.
Guide
How to tell if a printer fault is a cartridge issue or a service issue
How to separate ordinary cartridge or toner trouble from the kind of printer fault that usually points to real service.
Guide
How to find the right printer model family before using error codes
How to match the right printer family or series before trusting an error page that might only be a near match.
Boundary
When to stop troubleshooting and move to support
Use the message once to classify the problem, then move to support if the printer still cannot return to ready after the first safe checks.
Keep browsing
Where to go next
Source notes
HP's official Color LaserJet Pro M479 duplexer article groups 13.14 and 13.15 with rear duplex jams and directs users to clear the reverse path.
Built around official HP Color LaserJet Pro M377, M477, and M479 support guidance. Exact panel formatting and animations vary a little by model, but the main jam-code families and first checks stay close across the range.
Printer error codes can vary a little by firmware, region, and exact model variant. Use this guide as a family-level starting point and stop if the next step would require disassembly or service-mode changes.
Known family variants: Color LaserJet Pro M377dw, Color LaserJet Pro MFP M477fdw, Color LaserJet Pro MFP M479fdw, Color LaserJet Pro MFP M479dw
Last reviewed: 2026-04-12
Reference: Open reference