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Clear a Paper Jam

  • PrintPrint

Issue

Paper jams inside the product and the product stops printing. The Check Paper light might also blink or flash.
Figure 1: The Check Paper light blinking
Illustration of the check paper light blinking.
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.
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.
This video shows how to clear a paper jam on HP Photosmart C4200, C4300, C4400, and C4500 Printers. Although the control panel is different, the steps for clearing a paper jam are the same.
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.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
IMPORTANT: You must follow these solutions in the order presented to resolve the issue.
Sometimes, the product can indicate a paper jam even though it has no jammed paper. Perform a hard reset first to clear any possible false paper jams.

Step one: Remove any loose paper

Remove any loose sheets of paper from the input tray and the output tray.
CAUTION:Do not remove jammed paper at this stage. Trying to clear jammed paper from the front of the product can damage the print mechanism.
Remove any loose paper from the paper tray.Do not pull jammed paper from under the front cover
Graphic: Remove any loose paper from the paper trayGraphic: Do not remove jammed paper from the front of the product

Step two: Perform a hard reset

  1. Disconnect the USB cable from the rear of the product.
    Figure 2: Disconnect the USB cable
    Illustration of disconnecting the USB cable.
  2. Open the cartridge door. The carriage might move to the cartridge access area at the right. Allow it to do so, and then wait for the carriage to stop.
    Figure 3: Open the cartridge door
    Graphic: Opening the cartridge access door
    NOTE:If the cartridges are stuck and do not move to the cartridge access area, skip to the next solution.
  3. Remove the cartridges.
    1. Press down lightly on the end of one cartridge to release it.
      Figure 4: Remove one cartridge
      Illustration of removing one cartridge.
    2. Pull the cartridge out of the carriage.
    3. Repeat the previous steps to remove the other cartridge.
  4. Close the cartridge door.
    Figure 5: Close the cartridge door
    Graphic: Closing the cartridge access door
  5. Disconnect the power cord from the rear of the product.
    Figure 6: Disconnect the power cord
    Graphic: Disconnecting the power cord
  6. Wait at least 60 seconds.
  7. Reconnect the power cord to the rear of the product.
  8. Press the Power button ( ) to turn on the product.
  9. Open the cartridge door, and then wait for the carriage to stop.
    Figure 7: Open the cartridge door
    Graphic: Opening the cartridge door
  10. Reinstall the cartridges.
    1. Slide one cartridge into its slot with the matching icon, and then press it in at a slight upward angle until it snaps into place.
      Figure 8: Slide the cartridge into the carriage
      Illustration of sliding the cartridge into its slot.
      Figure 9: Push the cartridge into place
      Ilustration of pressing the cartrige into place.
    2. Repeat the previous step to install the other cartridge.
  11. Disconnect the power cord from the rear of the product.
    Figure 10: Disconnect the power cord
    Graphic: Disconnecting the power cord
  12. Slide the carriage from side to side to make sure it moves freely. Remove any obstructions found.
  13. Close the cartridge door.
    Figure 11: Close the cartridge door
    Graphic: Closing the cartridge access door
  14. Reconnect the power cord to the rear of the product.
  15. Load paper in the tray.
  16. Press the Power button ( ) to turn on the product.

Step three: Print a self-test report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load plain white paper into the tray.
  2. Press and hold the Cancel button, and then press the Start Copy Color button.
    The product prints a self-test report.
  • If these steps resolved the issue , and the test page prints , there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists , continue with the next solution.
  • If the test page does not print , continue with the next solution.
Follow these steps to clear a paper jam from inside the product.

Step one: Remove any loose paper

Remove any loose sheets of paper from the input tray and the output tray.
CAUTION:Do not remove jammed paper at this stage. Trying to clear jammed paper from the front of the product can damage the print mechanism.
Remove any loose paper from the paper tray.Do not pull jammed paper from under the front cover
Graphic: Remove any loose paper from the paper trayGraphic: Do not remove jammed paper from the front of the product

Step two: Clear the paper jam from the rear of the All-in-One

Follow these steps to clear the paper jam from the rear of the product.
CAUTION: Never pull jammed paper from the front of the HP product. If you can pull it from the rear of the HP product or the tray, always try the rear first. Pulling paper from inside the front cover can cause mechanical damage to the product.
  1. Press the Power button ( ) to turn on the product.
  2. With the product still turned on, disconnect the power cord.
    Figure 12: Disconnect the power cord
    Graphic: Disconnecting the power cord
  3. Remove the rear access door. Press in the tab on the left side of the door, and then pull the door away from the product.
    Figure 13: Remove the rear access door
    Graphic: Removing the rear access door
  4. Gently remove any jammed paper or bits of torn paper from the rollers inside the 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.
  5. Reattach the rear access door. Push the door in until it snaps into place.

Step three: Clear the paper jam from the front of the All-in-One

  1. Open the cartridge door.
    Figure 14: Open the cartridge door
    Graphic: Opening the cartridge access door
  2. Gently remove any jammed paper or bits of torn paper from the rollers inside the product.
    CAUTION:Carefully remove paper from the front of the product. Pulling too hard on jammed paper can damage the print mechanism. Remove the paper carefully. If the paper tears, part of it might remain inside the paper path and damage the product. Carefully remove all traces of paper that you can find. Use a flashlight to make sure you find all traces of paper.
    Figure 15: Remove every scrap of jammed paper
    Graphic: Removing every scrap of paper
  3. Close the cartridge door.
    Figure 16: Close the cartridge door
    Graphic: Closing the cartridge door
  4. Reconnect the power cord to the rear of the product.
  5. Press the Power button ( ) to turn on the product.

Step four: Print a self-test report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load plain white paper into the tray.
  2. Press and hold the Cancel button, and then press the Start Copy Color button.
    The product prints a self-test report.
  • If these steps resolved the issue , and the test page prints , there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists , continue with the next solution.
  • If the test page does not print , continue with the next solution.
Follow these steps to make sure that the carriage can move freely.

Step one: Move the carriage by hand

  1. Disconnect the power cord from the rear of the product.
    Figure 17: Disconnect the power cord
    Graphic: Disconnecting the power cord
  2. 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 risk of electrical shock.
  3. Open the cartridge door.
    Figure 18: Open the cartridge door
    Graphic: Opening the cartridge access door
  4. Check for any paper or objects that might be stopping the carriage.
    CAUTION:If the paper tears when you remove it from the rollers, check the rollers for torn pieces of paper that might remain inside the product. If pieces of paper remain in the product, more paper jams might occur.
  5. Reach inside the product through the cartridge access door, and then manually move the carriage.
    NOTE:Use your hands to move the carriage. Do not use tools. Moving the carriage might require substantial force.
    • If the carriage is stuck on the right side of the product , move the carriage to the left side of the product.
    • If the carriage is stuck on the left side of the product , move the carriage to the right side of the product.
    • If the carriage is stuck in the middle of the product , move the carriage to the right side of the product.
  6. Remove any loose paper or obstructions found.
  7. Make sure that the carriage can move freely across the width of the product. Firmly push the carriage to the left, and then to the right.
  8. Close the cartridge door.
    Figure 19: Close the cartridge door
    Graphic: Closing the cartridge door
  9. Reconnect the power cord to the rear of the product.
  10. Reconnect the power cord to the power source or electrical outlet.
  11. Press the Power button ( ) to turn on the product.

Step two: Print a self-test report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load plain white paper into the tray.
  2. Press and hold the Cancel button, and then press the Start Copy Color button.
    The product prints a self-test report.
  • If these steps resolved the issue , and the test page prints , there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists , continue with the next solution.
  • If the test page does not print , continue with the next solution.
Follow these steps to clean the rollers inside the product.

Step one: Clean the rollers

  1. Disconnect the power cord from the rear of the product.
    Figure 20: Disconnect the power cord
    Graphic: Disconnecting the power cord
  2. Remove the rear access door. Press in the tab on the left side of the door, and then pull the door away from the product.
    Figure 21: Remove the rear access door
    Graphic: Removing the rear access door
  3. Dampen a lint-free cloth with distilled or bottled water. Squeeze the excess water from the cloth so that it is not soaking wet.
    CAUTION:Do not use alcohol or other chemicals to clean the rollers.
  4. Wipe the entire surface of each roller clean with the dampened cloth. Rotate the rollers with your fingers to clean all the way around.
    Figure 22: Clean the rollers
    Graphic of the paper rollers
  5. Look for the paper pick roller farther inside the rear access area.
    Figure 23: The pick roller
    Photo of the pick roller.
    NOTE:The pick roller is a bit more difficult to reach; however, it is the most important part to clean. Make sure to clean it thoroughly. If this roller is not clean, the issue will likely continue.
  6. Dampen a cotton swab with distilled or bottled water, and then use it to thoroughly clean the pick roller.
  7. Make sure that the rollers on the rear access door are clean and in good condition. If any are missing, stuck, or have give, replace the rear access door with a new one.
    Figure 24: Rear access door rollers
    Graphic of the rear access door and paper rollers
  8. Allow the rollers to dry completely.
  9. Reattach the rear access door. Align the door pins with the slots on the right side of the rear of the product. Push the door forward, and then snap it into place.
    NOTE:Make sure that you close and latch the rear access door completely.
    Illustration of installing the rear access door.
  10. Reconnect the power cord to the rear of the product.
  11. Press the Power button ( ) to turn on the product.

Step two: Print a self-test report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load plain white paper into the tray.
  2. Press and hold the Cancel button, and then press the Start Copy Color button.
    The product prints a self-test report.
  • If these steps resolved the issue , and the self-test report prints , there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • 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.
  • If the product does not print a self-test report , there is an issue with the product hardware. Continue to the next solution.
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.

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