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'Carriage Jam' Message Displays on the Control Panel Display

  • PrintPrint

Issue

The carriage assembly, which holds the ink cartridges, stalls against the left side of the product and a 'Carriage jam ' message displays on the control panel display.
You might also experience the following symptoms:
  • The product won't print.
  • The print job stops unexpectedly.

How to use the solutions in this document

To resolve the issue, try each solution in this document in the order presented.
IMPORTANT : Each time you try a solution, try to print a self-test report to determine if the hardware is functioning correctly. To print a self-test report, use the steps in the following table.
How to print a self-test report
  1. Load plain, white paper into the input tray.
  2. Press Setup on the product control panel.
  3. Press the right arrow ( ) to select Print Report , and then press OK .
  4. Press the right arrow ( ) to select Self-Test Report , and then press OK .
    A self-test report prints.
NOTE:Refer back to the steps in this table after attempting each solution.

Video of clearing a carriage jam

The following video demonstrates the steps for clearing a carriage jam on the HP Officejet J6480 All-in-One printer series. The product in the video might not look exactly like your product, but the steps are the same.
If you have trouble viewing the video, or to the view the video in a different size, click here to play the video (in English) on YouTube.

Solution one: Turn the All-in-One off and on again

  1. Press the Power button ( ) to turn off the product.
  2. Wait 60 seconds.
  3. Press the Power button ( ) to turn on the product.
    NOTE:The product might go through a warm-up period. The product lights might flash and the carriage might move. Wait until the warm-up period finishes before proceeding.
  4. Try to print a self-test report. Refer to the steps on how to print a self-test report at the top of this document.
  • 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.

Solution two: Clear any jammed paper

Jammed paper can cause the carriage to stall. Follow these steps to clear any jammed paper.

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 back of the All-in-One

Use the following steps to check for and remove jammed paper from the back of the HP product.
  1. Press the Power button ( ) to turn off the product.
  2. Disconnect the USB cable from the back of the product.
  3. Disconnect the power cord from the back of the product.
  4. Remove the duplexer from the back of the product. Press the buttons on each side of the duplexer, and then pull it toward you.
    Figure 1: Remove the duplexer
    Illustration of removing the duplexer
  5. Gently remove any jammed paper from the rollers, inside the product.
    CAUTION: If the paper tears while 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. Press the latch on the side of the duplexer, and then open its cover.
  7. Gently remove any jammed paper from inside the duplexer.
  8. Reattach the duplexer. Gently push the door forward until it snaps into place.

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

If you cannot remove the paper jam from the back of the product, follow these steps to remove the paper jam from the front.
  1. Open the cartridge door.
    Figure 2: Open the cartridge door
    Illustration of opening the cartridge door
  2. Gently pull the paper out of the rollers.
    NOTE: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.
  3. Close the cartridge door.
    Figure 3: Close the cartridge door
    Illustration of closing the cartridge door
  4. Reconnect the power cord to the back of the product.
  5. Press the Power button ( ) to turn on the product.
  6. Try to print a self-test report. Refer to the steps on how to print a self-test report at the top of this document.
  • 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: Make sure that the carriage moves freely

Use the following steps to make sure that the carriage moves freely.
  1. Press the Power button ( ) to turn on the product.
  2. Open the cartridge door.
    Figure 4: Open the cartridge door
    Illustration of opening the cartridge door
  3. Without turning off the product, disconnect the power cord from the back of the product.
    CAUTION:You must disconnect the power cord to move parts by hand without the risk of an electrical shock.
  4. Disconnect the power cord from the wall outlet.
  5. Look inside the product to see where the carriage is stuck, and then check for any torn paper or other objects that might be restricting the carriage.
    NOTE:You might need a flashlight to illuminate areas for proper viewing.
  6. Reach inside the product through the cartridge door, and then manually move the carriage.
    • 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.
  7. Remove any loose paper or obstructions found.
  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 door.
    Figure 5: Close the cartridge door
    Illustration of closing the cartridge door
  10. Reconnect the power cord to the back of the product.
  11. Reconnect the power cord to the wall outlet.
  12. Press the Power button ( ) to turn on the product.
  13. Try to print a self-test report. Refer to the steps on how to print a self-test report at the top of this document.
  • If these steps resolved the issue , and the self-test report prints , there is no need to continue troubleshooting.
  • If the issue persists , continue with the next solution.
  • If the self-test report does not print , continue with the next solution.

Solution four: Remove and reinstall the cartridges

Improper placement or installation of the cartridges can 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. Press the Power button ( ) to turn on the product.
  2. Open the cartridge door. The carriage moves to the far right side of the product.
    Figure 6: Open the cartridge door
    Illustration of opening the cartridge door
    CAUTION:Wait until the carriage is idle and silent before proceeding.
  3. Push down on the top of the cartridge to release it, and then pull it toward you to remove it from its slot.
    Figure 7: Remove the cartridge
    Illustration of removing the cartridge
    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 8: Do not touch the contacts or ink nozzles
    Illustration of how not to touch the contacts or ink nozzles
  4. Check for obstructions under and around the carriage. Remove any obstructions.

Step two: Reinstall the cartridges

  1. Slide the cartridge back into the slot, and then push it forward until it clicks into place.
    Figure 9: Reinstall the cartridge
    Illustration of reinstalling the cartridges
    • If you are installing the tri-color cartridge, slide it into the left slot.
    • If you are installing a black or photo cartridge, slide it into the right slot.
  2. Close the cartridge door.
    Figure 10: Close the cartridge door
    Illustration of closing the cartridge door
  3. Try to print a self-test report. Refer to the steps on how to print a self-test report at the top of this document.
  • If these steps resolved the issue , and the self-test report prints , there is no need to continue troubleshooting.
  • If the issue persists , continue with the next solution.
  • If the self-test report does not print , continue with the next solution.

Solution five: Plug the product directly into a wall outlet

Plug the product directly into a wall outlet to make sure the power source is functioning correctly.
  1. Disconnect the power cord from the back of the product.
  2. Disconnect the power cord from any power strips or surge suppressors, and then plug it directly into a wall outlet.
  3. Reconnect the power cord to the back of the product.
  4. Press the Power button ( ) to turn on the product.
  5. Try to print a self-test report. Refer to the steps on how to print a self-test report at the top of this document.
    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 these steps resolved the issue , and the self-test report prints , there is no need to continue troubleshooting.
  • If the issue persists , continue with the next solution.
  • If the self-test report does not print , continue with the next solution.

Solution six: Perform a partial reset

Use the following steps to reset the product.
  1. Press the Power button ( ) to turn on the product.
  2. Disconnect the power cord from the back of the product.
  3. Wait 20 seconds.
  4. Press and hold down# and 3 on the product control panel.
  5. While holding down these buttons, reconnect the power cord to the back of the product.
  6. After the product turns on, release both buttons. The product will reset to the factory defaults.
  7. Try to print a self-test report. Refer to the steps on how to print a self-test report at the top of this document.
  • 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 experience a different issue with your printer , go to HP Product Support Home Page , and then search for another document that relates to the issue you are experiencing.
    NOTE:If the page displays in the wrong region or language, click the Region - Language link in the upper right corner of your browser. Then you can select the correct region and language.
  • If the product does not print a test page , there is an issue with the product hardware. Continue to the next solution.

Solution seven: Service the All-in-One

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.