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'Paper Jam' Message Displays on the Computer

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Issue

While printing, the product stops feeding pages and the error message 'Paper Jam' displays on the computer.
Experiencing frequent or recurring paper jams?

If you are looking for information on preventing a paper jam from recurring, you can skip to the prevention and cause sections in this document.

How to use the solutions in this document

To resolve the issue, try each solution in this document, and then use the steps in this section to print a self-test report. This step determines if the product hardware functions correctly. When you have resolved the issue, and the product successfully prints a self-test report, there is no need to continue troubleshooting.

Print a self-test report

Use the following steps to print a self-test report.
  1. Load unused, plain white, U.S. letter or A4 sized paper in the tray.
  2. Press the Power button () to turn on the product.
  3. Press the Setup button ().
  4. Press the right arrow button () to select Print Report, and then press OK.
  5. Press the right arrow button () to select Self-Test Report, and then press OK. The self-test report prints.
IMPORTANT! Try to print a self-test report after every solution even if the solution resolves the issue.

Video of clearing 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.
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.
NOTE:Paper jam messages can be true or false. The product might report a paper jam when there is no paper jam. The following steps resolve both true and false paper jam messages.

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 paperDo not pull jammed paper
Illustration of loose paperIllustration warning against pulling 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. Press the tab on the left side of the rear access door, and then pull the door outward to remove it.
    Figure 1: Remove the rear access door
    Illustration of removing the rear access door
  5. Gently remove any jammed paper or bits of torn paper from the rollers inside the product. Use both hands to pull any whole sheets of paper to avoid tearing them.
    Figure 2: Remove the paper from the rollers
    Illustration of removing the jammed paper from the rollers
    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 3: Remove scraps of paper
    Illustration of removing scraps of paper
  6. Gently push the rear access door into the product until it snaps firmly into place.

Step three: Clear the jam from the front of the product

  1. Without opening the cartridge access door, check the input tray for jammed paper.
  2. If you see 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. Open the cartridge access door.
    Figure 4: 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.
  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 might damage the print mechanism. Use a flashlight to make sure that you find all traces of paper.
  5. Close the cartridge access door.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button () to turn on the product.

Step four: Print a self-test report

Print a self-test report. See the section on how to use these solutions at the beginning 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 two: Make sure that the carriage moves freely

Use the following steps to make sure that the carriage moves freely.

Step one: Check the paper path

  1. If the product is not turned on, press the Power button () to turn it on.
  2. Open 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.
    Figure 5: Open the cartridge access door
    Illustration of opening the cartridge access door
  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 6: Example of paper that might restrict the carriage
    Illustration of 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 through the cartridge access door, 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.
  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

Print a self-test report. See the section on how to use these solutions at the beginning 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 three: Clean the rollers and the rear access door

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues. Follow these steps to clean the paper feed rollers.

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 off the product.
  3. Disconnect the power cord from the rear of the product.
  4. Press in the tab on the left side of the rear access door, and then pull the door away from the product to remove it.
    Figure 7: Remove the rear access door
    Illustration of removing the rear access door
  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 8: Rotate and clean the rollers
    Illustration of the rollers inside the rear access door
  7. Allow the rollers to dry for 10 or 15 minutes.
  8. Gently push the rear access door into the product until it snaps firmly into place.
  9. Reconnect the power cord to the rear of the product.
  10. Press the Power button () to turn on the product.

Step two: Print a self-test report

Print a self-test report. See the section on how to use these solutions at the beginning 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: Reset the product

Follow these steps to reset the product.

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 the Power button () to turn it on.

Step two: Print a self-test report

Print a self-test report. See the section on how to use these solutions at the beginning of this document.
  • If these steps resolved the issue, and the self-test report prints, there is no need to continue troubleshooting. Connect the USB cable to continue the print job.
  • If the issue persists, continue to the next step.
  • If the self-test report does not print, skip to the next solution.

Step three: 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 six: Service the All-in-One

If you have completed all the steps listed above and are still experiencing a problem, service the product.

Preventing 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.

Cause

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.

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