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'Carriage Jam' Message Displays on the All-in-One

  • PrintPrint

Issue

A 'Carriage Jam ' error message displays on the product control panel. The carriage, which holds the cartridges, stalls against the left side of the product. A paper jam might have occurred previously.
The following video demonstrates how to resolve a carriage jam. The printer shown is the C4280. The steps for your printer are the same.
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.
Follow these steps to turn the product off and on again.

Step one: Turn the All-in-one off and on again

  1. Press the Power button ( ) to turn off the product. If the product does not turn off, proceed to the next solution.
  2. Wait 60 seconds.
  3. Press the Power button ( ) to turn the product on.
    NOTE:The product might go through a warm-up period which might last up to two minutes. The product lights might flash and the carriage might move. Wait until the warm-up period completes before you continue.

Step two: Print a self-test report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load letter, A4, or legal unused plain white paper into the input tray.
  2. Press and hold the Cancel ( ) button and then press the Start Copy Color ( ) button.
    The product prints a self test report, which might indicate the source of the printing problem.
Figure 1: Self test report
  • 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.

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.

Step two: Clear the paper jam from the rear of the printer

To clear a paper jam from the rear door, complete the following steps.
  1. Press in the tab on the left side of the rear door to release the door. Remove the door by pulling it away from the product.
    Figure 2: Remove the rear door
  2. Gently pull the paper out of the rollers.
    CAUTION:If the paper tears while removing it from the rollers, 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 paper jams are likely to occur.
  3. Reattach the rear door. Gently push the door forward until it snaps into place.
    Figure 3: Reattach the rear door
  4. To continue the current print job, press the Start Copy Color button ( ) to select OK .

Step three: Print a self-test report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load letter, A4, or legal unused plain white paper into the input tray.
  2. Press and hold the Cancel ( ) button and then press the Start Copy Color ( ) button.
  • 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.

Step one: Check the carriage path

Follow these steps to make sure that the carriage can move freely.
  1. Disconnect the power cord from the rear of the product.
  2. Open the print cartridge door.
    Figure 4: Open the print cartridge door
  3. Check whether the carriage can move freely from one side of the product to the other.
    If the carriage does not move freely, apply a moderate amount of pressure to the right side of the carriage, and then push it firmly to the left.
    Figure 5: Push carriage firmly to the left
  4. Close the print cartridge door.
    Figure 6: Close the print cartridge door
  5. Reconnect the power cord to the rear of the product.
  6. 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 letter, A4, or legal unused plain white paper into the input tray.
  2. Press and hold the Cancel ( ) button and then press the Start Copy Color ( ) button.
  • 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.
Improper placement or installation of the cartridges might cause the product to indicate a carriage jam error. Follow these steps to remove, and then reinstall the cartridges.

Step one: Remove the cartridges

  1. Make sure that the product is on. If necessary, press the Power button ( ) to turn the product on.
    CAUTION:If the product is not on, it will not release the cartridges for changing. You might damage the product if the print cartridges are not docked safely when you try to remove them.
  2. Open the cartridge door.
    Figure 7: Open the cartridge door
    The carriage moves to the far right side of the product.
  3. Wait until the carriage is idle and silent, and then lightly press down on a cartridge to release it. Pull the cartridge toward you out of its slot.
    Figure 8: Remove the cartridge
    • The tri-color cartridge is on the left.
    • The black cartridge is on the right.
  4. Check the cartridges for damage, and replace any damaged cartridges. Check for obstructions under and around the carriage.
    CAUTION:Do not touch the copper-colored contacts or ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.
    Figure 9: Do not touch the contacts or ink nozzles

Step two: Reinstall the cartridges

Follow these steps to reinstall the cartridges. Repeat the steps for each cartridge.
  1. Hold the cartridge with the HP logo facing up, and then slide the cartridge at a slight upward angle into the empty slot. Gently push it forward until it snaps into place.
    • To install a tri-color cartridge, insert it into the left slot.
    • To install a black cartridge, insert it into the right slot.
    Figure 10: Black cartridge on the right
  2. Close the cartridge door.
    Figure 11: Close the cartridge door
  3. Try to print from the computer.
    • If the print job prints successfully, you do not need to continue troubleshooting.
    • If the error message displays again, proceed to the next step.

Step three: Print a self-test report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load letter, A4, or legal unused plain white paper into the input tray.
  2. Press and hold the Cancel ( ) button and then press the Start Copy Color ( ) button.
  • 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.
Plug the product directly into a wall outlet to make sure that the power source functions correctly.

Step one: Plug the All-in-One directly into a wall outlet

  1. Disconnect the power cord from the rear of the product.
  2. Disconnect the power cord from any power strip or surge suppressor, and plug it directly into the wall outlet.
  3. Reconnect the power cord to the rear of the product.
  4. Try to print from the computer.
    NOTE:If the product prints when plugged directly into a wall outlet, the power strip or surge suppressor might not be allowing enough voltage to reach the product.
    • If the print job prints successfully, you do not need to continue troubleshooting.
    • If the error message displays again, proceed to the next step

Step two: Print a self-test report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load letter, A4, or legal unused plain white paper into the input tray.
  2. Press and hold the Cancel ( ) button and then press the Start Copy Color ( ) button.
  • 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.
Follow these steps to perform a hard reset.

Step one: Perform a hard reset

  1. Remove all paper from the input tray.
  2. Make sure that the product is on. If necessary, press the Power button ( ) to turn the product on.
  3. Disconnect the USB cable from the rear of the product.
  4. Open the cartridge door. The carriage moves to the far right side of the product.
    Figure 12: Open the cartridge door
  5. Remove the cartridges, and then carefully set them aside.
  6. Close the cartridge door.
    Figure 13: Close the cartridge door
  7. Disconnect the power cord from the rear of the product.
  8. Wait for 60 seconds.
  9. Reconnect the power cord to the rear of the product.
  10. Press the Power button ( ) to turn on the product.
  11. Open the cartridge door. The carriage moves to the far right side of the product.
    Figure 14: Open the cartridge door
  12. Reinsert the cartridges in the correct slots.
    • To install a tri-color cartridge, insert it into the left slot.
    • To install a black cartridge, insert it into the right slot.
    Figure 15: Black cartridge on the right
  13. Close the cartridge door.
    Figure 16: Close the cartridge door
  14. Reconnect the USB cable to the rear of the product.
  15. Load letter or A4 unused plain white paper into the input tray.
  16. If prompted, print a cartridge calibration page, and then scan it.

Step two: Print a self-test report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load letter, A4, or legal unused plain white paper into the input tray.
  2. Press and hold the Cancel ( ) button and then press the Start Copy Color ( ) button.
  • 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 test page prints successfully , but you continue to experience an issue with your printer , then the issue is not related to the hardware.
      If your printer prints a test page and there is still an issue with your printer, go to the support page for your printer , and then browse for the appropriate support document to troubleshoot the issue.
      If you see a prompt to Enter a product name/number in the search box, follow these steps to go to your printer's home page:
      1. Type your printer name and number in the search box, and then click Search .
      2. If necessary, click your model in a list of similar printers.
      3. Search your printer's home page for topics to help resolve the issue.
  • If the printer does not print a test page , there is an issue with the printer 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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