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A 'Carriage Jam' Message Displays for HP Officejet Pro 8500 Premier (A909n) and 8500 Wireless (A909g) All-in-One Series

  • PrintPrint

Issue

The message 'Carriage Jam. Open the print-carriage access door, clear the jam, and then press OK to continue' displays on the product control panel. Printing stops and the carriage stalls against the left side of the product.
You might also experience the following symptoms:
  • The product does not print.
  • The product stops printing 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. Touch Setup on the product control panel.
  3. Touch Print Report.
  4. Touch Self-Test Report, and then touch OK. A self-test report prints.
NOTE:Refer to the steps in this table after you try each solution.

Solution one: Turn the product off and then on again

Follow these steps to turn the product off, and then on again to reset the printing mechanism.
  1. Press the Power button () to turn off the product. If the product does not turn off, continue to the next solution.
  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 you proceed.
  4. Try to print a self-test report. See the steps on how to print a self-test report at the beginning 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 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 jam from the rear of the product

  1. Press the Power button () to turn off the product.
  2. Disconnect the USB cable from the rear of the product.
  3. Disconnect the power cord from the rear of the product.
  4. Push in the buttons on either side of the two-sided printing accessory (duplexer), and then remove the duplexer.
    Figure 1: Remove the duplexer
    Illustration of removing the duplexer from the rear of the product
  5. Gently pull the jammed paper out of the rollers.
    CAUTION:If the paper tears while you remove it from the rollers, more paper jams are likely to occur. Check the rollers and wheels for torn pieces of paper that might remain inside the device.
    Figure 2: Remove torn pieces of paper from the rollers
    Photograph of removing torn pieces of paper from rollers
  6. If you do not see jammed paper in the rear access area, push the latch on the top of the duplexer, and then lower the cover.
    Figure 3: Open the duplexer
    1 - Latch on top of the duplexer
    2 - Duplexer cover
  7. Remove any jammed paper from inside the duplexer.
  8. With the duplexer removed, check the rollers. Note if any rollers are missing, do not roll freely, or have some 'give' when you push on them. These conditions might mean the rollers are not feeding the paper correctly. In that case, replace the duplexer.
    Figure 4: Check the rollers in the duplexer
    Photograph of checking the duplexer rollers
  9. Close the duplexer cover, and then reinsert the duplexer into the rear access area of the product.
    Figure 5: Reinsert the duplexer
    Illustration of reinserting the duplexer
  10. Push the duplexer inward until it clicks into place.
    Figure 6: Secure the duplexer
    Illustration of securing the duplexer

Step three: Clear the paper jam from paper tray 1

If you cannot remove the paper jam from the rear of the product, follow these steps to remove the paper jam from paper tray 1.
  1. Remove all the paper from the output tray.
  2. Press the Power button () to turn off the product.
  3. Unplug the power cord from the electrical outlet.
  4. Lift the output tray.
    Figure 7: Lift the output tray
    Illustration of lifting the output tray
  5. Gently grasp any jammed paper with both hands, and then pull it toward you to remove it.
    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, which could damage the print mechanism.
  6. Lower the output tray.

Step four: Clear the paper jam from paper tray 2

NOTE:Paper tray 2 is an optional accessory. If you do not have paper tray 2 installed, continue to the next step.
  1. Make sure that the product is turned off and disconnected from the power source.
  2. Lift the product off tray 2.
    Figure 8: Lift the product off tray 2
    Illustration of lifting the product off tray 2
  3. Remove any jammed paper from the bottom of the product or from tray 2.
  4. Reattach the product to tray 2.

Step five: Clear the jam from the carriage access door

Follow these steps to clear the paper jam from the carriage access door. Follow these steps only if you have tried all the preceding solutions and the issue persists.
  1. Make sure that the product is turned off and disconnected from the power source.
  2. Open the carriage access door.
    Figure 9: Open the carriage access door
    Illustration of opening the carriage access door
    NOTE:The carriage should be on the right side of the product, out of view. If it is on the left side, close the carriage access door, and then turn on the product. Unplug the power cord from the wall outlet, and then open the carriage access door again.
  3. Look for any pieces of paper or other debris inside the carriage access area.
  4. Remove any paper or debris you find.
    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, which could damage the print mechanism.
  5. Close the carriage access door.
    Figure 10: Close the carriage access door
    Illustration of closing the carriage access door.
  6. Reconnect the USB cable to the rear of the product.
  7. Reconnect the power cord to the rear of the product.
  8. Press the Power button () to turn on the product.
  9. Try to print a self-test report. See the steps on how to print a self-test report at the beginning 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 carriage access door. The carriage might try to move into the access area. If so, allow it to move to that position.
    Figure 11: Open the carriage access door
    Illustration of opening the carriage access door
  3. Without turning off the product, disconnect the power cord from the rear of the product.
    WARNING:You must disconnect the power cord to move parts by hand without the risk of an electrical shock.
  4. Unplug the power cord from the electrical outlet.
  5. Look in through either the carriage access door or the output paper tray to see where the carriage is stuck. Check for any torn paper or other objects that might restrict the carriage.
    NOTE:You might need a flashlight to see inside the product.
    Figure 12: Use a flashlight to see inside the product
    Photograph of using a flashlight to see inside the product.
  6. Remove any loose paper or obstructions you find.
    Figure 13: Example of obstruction in carriage access area
    Photograph of paper obstructing carriage
  7. Reach inside the product through the carriage access door or the output paper tray, 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.
  8. Make sure that the carriage moves freely across the width of the product.
  9. Close the carriage access door.
    Figure 14: Close the carriage access door
    Illustration of closing the carriage access door.
  10. Reconnect the power cord to the rear of the product.
  11. Reconnect the power cord to the product and the electrical outlet
  12. Press the Power button () to turn on the product.
  13. Try to print a self-test report. See the steps on how to print a self-test report at the beginning 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 four: Remove and reinstall the printheads

Improper placement or installation of the printheads can cause the product to indicate a carriage jam error. Follow these steps to remove, and then reinstall the printheads.

Step one: Remove the printheads

  1. Open the top cover of the printer. The carriage moves to the left side of the product. Wait for the carriage to stop moving before you continue.
    NOTE:If the carriage does not move to the left automatically, press and hold the Star button (*) for three seconds. Wait for the carriage to stop moving before you continue.
  2. Lift the top cover, and then lift the printhead latch.
    Figure 15: Lift the top cover and printhead latch
    Illustration: Open the top cover and printhead latch
  3. Lift the handle of a printhead, and then use it to pull the printhead out of its slot.
    Figure 16: Lift the handle of the printhead
    Illustration: Lift the handle of the printhead to use to pull it out of its slot

Step two: Reinstall the printhead

  1. Insert the printhead into its color-coded slot. The label on the printhead must match the label on the printhead latch. Press down firmly on the printhead to ensure proper contact.
    Figure 17: Insert the printheads in the correct color-coded slots
    Illustration: Insert the printheads in the correct color-coded slots
  2. Pull the printhead latch all the way forward, and then press down to make sure that the latch correctly engages. You might have to apply some pressure to engage the latch.
    Figure 18: Close the latch
    Illustration: Close the latch.
  3. Close the top cover.
    Figure 19: Close the top cover
    Illustration: Close the top cover
  4. Try to print a self-test report. See the steps on how to print a self-test report at the beginning 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 five: Plug the product directly into a wall outlet

Plug the product directly into a wall outlet to make sure that the power source functions correctly.
  1. Disconnect the power cord from the rear of the product.
  2. Unplug the power cord from any power strips or surge suppressors.
  3. Plug the power cord directly into a wall outlet
  4. Reconnect the power cord to the rear of the product.
  5. Press the Power button () to turn on the product.
  6. Try to print a self-test report. See the steps on how to print a self-test report at the beginning 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 six: Perform a partial reset

Use the following steps to reset the product.
  1. Press the Power button () to turn on the product.
  2. Touch the Setup icon ()
  3. Scroll to and touch Tools.
  4. Scroll to and touch Restore Factory Defaults. A Defaults Restored message displays.
  5. Press the Cancel button to return to the main menu.
  6. Try to print a self-test report. See the steps on how to print a self-test report at the beginning 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 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.

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