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'Paper Jam' Message Displays on the All-in-One
Issue
The print job stalls and a ' Paper jam ' error message displays on the product control panel.
Experiencing frequent or recurring paper jams?
The following recommendations can help prevent recurring paper jams in your HP product.
  • Before loading paper in the tray, hold the stack of paper, and then tap the bottom edge on a flat surface so that the stack is even on all sides.
  • Make sure that the length and width adjusters on the tray are correctly positioned, and then push the stack of paper forward until it stops in the tray.
    CAUTION:
    Do not force the paper to move too far forward in the tray.
  • Do not overload the tray with paper.
  • Only add paper to the tray when the product is not printing.
  • Make sure the HP product supports the paper type. See the documentation that came with the HP product for more information.
  • Do not print on paper with paper clips or staples attached.
  • Do not use paper that is bent, torn, dusty, damp, wrinkled, curled, or paper that does not lie flat.
  • Use only one type of paper at a time. Do not mix different types, weights, or sizes of paper.
  • Do not use paper that is too thin, too thick, or too glossy for the product.
Causes
The following factors can cause paper jams:
  • Paper loaded incorrectly in the paper tray.
  • Damaged or dirty paper rollers.
  • Torn, wrinkled, or damp paper loaded in the paper tray.
  • The rear access door or two-sided printing accessory (duplexer) might not be closed or is not locked into place.
  • Paper was added to a stack already in the tray while the HP product was printing.
  • The tray contains more than one type of paper.
  • The paper is jammed inside the HP product where you cannot see it.
  • An obstruction is blocking the paper path.
  • Torn pieces of paper from a previous jam are stuck in the product.
  • The tray is too full.
  • If printing on an envelope, the edges of the envelope are bent.
IMPORTANT: You must follow these solutions in the order presented to resolve the issue.
Video of fixing a paper jam
The following video demonstrates the steps explained on this page. The outside of the product might look different, but the steps are the same for your product.
NOTE:
If you are unable to view the video, it may be due to the type of mobile device you are using. You can still use the written information on the screen or access the video with a PC or laptop.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
Solution one: Clear the paper jam
Follow these steps to resolve the issue. It might not be necessary to complete all the steps.
Step one: Remove any loose paper
Remove any loose paper from the input tray, the output tray, and the automatic document feeder (ADF).
CAUTION:
Do not remove jammed paper at this stage.
Remove any loose paper
Do not pull jammed paper
Illustration of loose paper in tray
Graphic: Do not pull jammed paper
Step two: Clear the jam from the rear of the product
CAUTION:
Never pull jammed paper from the front of the product. If you can pull it from the rear of the product or the tray, always try the rear first. Pulling paper from inside the front cover can cause mechanical damage to the product.
  1. Disconnect the USB cable from the rear of the product.
  2. Press the Power button ( ) to turn off the product.
  3. Disconnect the power cord from the rear of the product.
  4. Remove the rear access door or the two-sided printing accessory (duplexer) from the rear of the product.
    • To remove the rear access door: Press in the two release buttons toward each other, and then pull the door away from the product.
      Figure : Remove the rear access door
      Illustration of removing the rear access door
    • To remove the duplexer: Press in the buttons on the sides of the duplexer, and then pull the duplexer toward you.
      Figure : Remove the duplexer
      Illustration of removing the duplexer
  5. Gently remove any jammed paper or bits of torn paper from the rollers inside the product. Use both hands to pull out any whole sheets of paper to avoid tearing them.
    Figure : Remove paper from rear of product
    Photograph of pulling paper from rear of product
    CAUTION:
    Use a flashlight to thoroughly check the rollers and wheels for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the product, more jams are likely to occur.
    Figure : Remove scraps of paper
    Photograph of removing scraps of paper
  6. If the product has a duplexer, check inside the duplexer for jammed paper or bits of torn paper.
  7. Check the rollers on the rear access door or duplexer. Make sure that rollers are not missing, that they turn easily, and that they have no give when you press them. If the rollers are damaged, replace the rear access door or duplexer.
    Figure : Check the rollers on the rear access door or duplexer
    Illustration of checking the rear access door.
  8. Gently push the rear access door or duplexer into the product until it snaps into place. Do not press the buttons at the end of the accessory while you reattach it.
  9. Reconnect the power cord to the rear of the product.
  10. Press the Power button ( ) to turn on the product.
Step three: Clear the jam from the front of the product
  1. Without opening the cartridge access door, check the tray for jammed paper.
  2. If you see any jammed paper, gently pull it out.
    CAUTION:
    Carefully remove paper from the front of the product. Pulling too hard on jammed paper can damage the print mechanism.
  3. Lift the cartridge access door.
    Figure : Lift the cartridge access door
    Illustration of opening the cartridge access door
    NOTE:
    The carriage might try to move into the access area. If it does, allow it to move to that position.
  4. Check for any jammed paper inside the product.
    CAUTION:
    Remove paper from the front of the product as carefully as possible. If any torn pieces of paper remain inside the product, more paper jams are likely to occur, and this could damage the print mechanism. Use a flashlight to make sure that you find all traces of paper.
  5. Gently pull the paper out of the rollers.
    CAUTION:
    If the paper tears when removing it from the rollers, check the rollers for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the product, more paper jams are likely to occur.
  6. Close the cartridge access door.
    Figure : Close the cartridge access door
    Illustration of closing the cartridge access door
Step four: Print a self-test report
  1. Load unused, plain, white paper in the tray.
  2. Press the Power button ( ) to turn on the product.
  3. Press the Setup button ( ) on the control panel.
  4. Use the right arrow ( ) to highlight Print Report , and then press OK .
  5. Use the right arrow ( ) to highlight Self-Test Report , and then press OK . The self-test report prints.
  • 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: Make sure that the carriage moves freely
Use the following steps to make sure that the carriage moves freely.
Step one: Check the carriage path for objects and loose paper
  1. If the product is not on, press the Power button ( ) to turn on the product.
  2. Open the cartridge access door.
    Figure : Open the cartridge access door
    Illustration of opening the cartridge access door
    NOTE:
    The carriage might try to move into the access area. If it does, allow it to move to that position.
  3. With the product turned on, disconnect the power cord from the rear of the product.
  4. Unplug the power cord from the power source or electrical outlet.
    WARNING:
    You must unplug the power cord to move the carriage by hand and reset the paper feed mechanism without the risk of electrical shock.
  5. Check for any paper or objects that might be restricting the carriage.
    Figure : Example of paper that could be restricting the carriage
    Graphic: Paper in carriage path that could be restricting the carriage
  6. Remove any paper or objects you find.
    NOTE:
    If the paper tears when you remove it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the product. If pieces of paper remain in the product, more paper jams might occur.
  7. Reach inside the product, and then manually move the carriage.
    • If the carriage is stuck on the right side , move the carriage to the left side of the product.
    • If the carriage is stuck on the left side , move the carriage to the right side of the product.
    • If the carriage is stuck in the middle , move the carriage to the right.
  8. Make sure that the carriage can move freely across the width of the product by gently pushing the carriage to the left, and then to the right.
  9. Close the cartridge access door.
    Figure : Close the cartridge access door
    Illustration of closing the cartridge access door
  10. Reconnect the power cord to the rear of the product.
  11. Plug the power cord back into the power source or electrical outlet.
  12. Press the Power button ( ) to turn on the product.
Step two: Print a self-test report
Use these steps to print a self-test report.
How to print a self-test report
  1. Load unused, plain, white paper in the tray.
  2. Press the Power button ( ) to turn on the product.
  3. Press the Setup button ( ) on the control panel.
  4. Use the right arrow ( ) to highlight Print Report , and then press OK .
  5. Use the right arrow ( ) to highlight Self-Test Report , and then press OK . The self-test report prints.
  • 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: Clean the rollers and the duplexer
Debris on the paper rollers might interfere with the paper sensors inside the product. Follow these steps to clean the paper rollers to make sure no paper remains inside the product.
Step one: Clean the rollers
  1. Gather the following materials:
    • A clean, lint-free cloth, or any cloth that will not come apart or leave fibers
    • Distilled, filtered, or bottled water (tap water might damage the product)
  2. Press the Power button ( ) to turn on the product.
  3. Disconnect the power cord from the rear of the product.
  4. Remove the rear access door or the duplexer from the rear of the product.
    • To remove the rear access door: Press in the two release buttons toward each other, and then pull the door away from the product.
      Figure : Remove the rear access door
      Illustration of removing the rear access door
    • To remove the duplexer: Press in the buttons on the sides of the duplexer, and then pull the duplexer toward you.
      Figure : Remove the duplexer
      Illustration of removing the duplexer
  5. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  6. Press the cloth against the rollers and rotate them upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure : Rotate and clean the rollers
    Illustration of the rollers
  7. Allow the rollers to dry for 10 or 15 minutes.
    • If the product has a rear access door , reattach it to the rear of the product.
    • If the product has a duplexer , continue to the next step.
Step two: Clean the duplexer
  1. Check the paper feed rollers on the duplexer to make sure that they are clean, free of paper bits, and rotate freely.
    Figure : Check the duplexer rollers
    Photograph of the rollers in the duplexer
  2. Clean the surface of the duplexer rollers the same way you cleaned the large rollers inside the product.
  3. Allow the rollers of the duplexer to dry for 10 or 15 minutes.
  4. Replace the duplexer. Gently push the door forward until it snaps into place.
  5. Reconnect the power cord to the rear of the product.
  6. Press the Power button ( ) to turn on the product.
Step three: Print a self-test report
Use these steps to print a self-test report.
How to print a self-test report
  1. Load unused, plain, white paper in the tray.
  2. Press the Power button ( ) to turn on the product.
  3. Press the Setup button ( ) on the control panel.
  4. Use the right arrow ( ) to highlight Print Report , and then press OK .
  5. Use the right arrow ( ) to highlight Self-Test Report , and then press OK . The self-test report prints.
  • 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: Reset the product
Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Follow these steps to reset the HP product, which will clear a false paper jam error.
Step one: Perform a power reset
  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 Power button ( ) to turn it on.
Step two: Print a self-test report
Use these steps to print a self-test report.
How to print a self-test report
  1. Load unused, plain, white paper in the tray.
  2. Press the Power button ( ) to turn on the product.
  3. Press the Setup button ( ) on the control panel.
  4. Use the right arrow ( ) to highlight Print Report , and then press OK .
  5. Use the right arrow ( ) to highlight Self-Test Report , and then press OK . The self-test report prints.
  • 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: Update the firmware (J6400 series products only)
Step one: Download and install the firmware update
Click the link, Firmware Upgrade for the HP Officejet J6400 series , to download and install the firmware update.
IMPORTANT: This firmware update is for HP Officejet J6400 series products only.
Step two: Print a self-test report
Use these steps to print a self-test report.
How to print a self-test report
  1. Load unused, plain, white paper in the tray.
  2. Press the Power button ( ) to turn on the product.
  3. Press the Setup button ( ) on the control panel.
  4. Use the right arrow ( ) to highlight Print Report , and then press OK .
  5. Use the right arrow ( ) to highlight Self-Test Report , and then press OK . The self-test report prints.
  • 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 six: Search for more information
If you are still experiencing issues, see the HP Product Support Home Page, and then search for another document that relates to the symptoms you are experiencing.
Right-click this link, Product Support Home Page , and then click Open in New Window .
NOTE:
If the page displays in the wrong country/region or language, click the Region - Language link in the upper right corner of your browser. Then you can select the correct country/region and language.
Solution seven: Service the product
These steps apply to all countries/regions except Asia Pacific.
If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .
  • If your product is in warranty , contact HP.
  • If your product is out of warranty , fees might apply for contacting HP.