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'Carriage jam' Error Message Displays on the Control Panel

  • PrintPrint

Issue

The 'Carriage Jam ' error message displays on the product control panel.
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, and then use the steps in this section to print a Printer Status Report. This step determines if the product hardware functions correctly. When you resolve the issue and the product successfully prints a Printer Status Report, there is no need to continue troubleshooting.
How to print a Printer Status Report
  1. Load plain white paper in the input tray.
  2. On the product control panel, touch Setup .
  3. Touch Tools .
  4. Touch Printer Status Report . The Printer Status Report prints.
IMPORTANT : Try to print a Printer Status Report after every solution even if the solution resolves the issue.
NOTE:Refer back to the steps in this table after you try each solution.

Solution 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, 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 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.
  • If these steps resolved the issue , and the Printer Status Report prints , there is no need to continue troubleshooting.
  • If the issue persists , continue with the next solution.
  • If the Printer Status Report 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 rear of the All-in-One

  1. Disconnect the USB cable from the rear of the product.
  2. Make sure the product is powered on, and then disconnect the power cord from the rear of the product.
    CAUTION:Make sure the product is on before disconnecting the power cord. Failure to disconnect the power cord from the rear of the product can cause damage when removing jammed paper.
    NOTE:Do not reconnect the USB cable and power cord until instructed to do so.
  3. Press in the tabs on the left and right sides of the two-sided printing accessory (duplexer) to release it, and then pull the duplexer away from the product to remove it.
    Figure 1: Remove the duplexer
    Illustration: Press in the tabs on the left and right sides of the duplexer, and then pull the duplexer away from the product.
  4. Gently pull any jammed paper out of the rollers.
    CAUTION: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 any torn pieces of paper remain inside the product, more paper jams are likely to occur.
    Figure 2: Check the product for bits of torn paper
    Photograph of torn paper in the rollers
  5. Remove any paper from the top zone of the paper path.
    Figure 3: Paper path top zone
    Photo of the top zone of the paper path.
  6. Reattach the duplexer. Press in the tabs on the left and right sides of the duplexer, and then gently push it forward until it snaps into place.
    Figure 4: Reattach the duplexer
    Illustration: Reattach the duplexer

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

  1. Open the cartridge access door. The carriage might try to move into the access area at the right. Allow the carriage to move to that position.
    Figure 5: Open the cartridge access door
    Illustration: Open the cartridge access door.
  2. Wait until the carriage is idle and silent.
  3. Gently pull any jammed paper out of the rollers inside the product.
    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 any torn pieces of paper remain inside the product, more paper jams are likely to occur.
  4. Close the cartridge access door.
    Figure 6: Close the cartridge access door
    Illustration: Close the cartridge access door.
  5. Reconnect the power cord to the rear of the product.
  6. Press the Power button ( ) to turn on the product.

Step four: Print a Printer Status Report

Print a Printer Status Report. See the section on how to use these instructions at the beginning of this document.
  • If these steps resolved the issue , and the Printer Status Report 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 Printer Status Report does not print , continue with the next solution.

Solution three: Make sure the carriage moves freely

The carriage might become stuck on either side or in the middle of the product. The carriage is the device that contains the printhead and moves left to right during printing.
Figure 7: Carriage assembly
Illustration: Top view of the carriage assembly

Step one: Check the carriage path

  1. Press the Power button ( ) to turn the product on, if it is not already on.
  2. Open the cartridge access door. The carriage might try to move into the access area at the right. Allow the carriage to move to that position.
    Figure 8: Open the cartridge access door
    Illustration: Open the cartridge access door
  3. Wait until the carriage is idle and silent.
  4. Without turning off the product, disconnect the power cord from the rear of the product.
    WARNING:In the following steps, you move parts by hand. You must disconnect the power cord from the rear of the product to eliminate the risk of an electrical shock and to reset the paper-feed mechanism.
  5. Disconnect the power cord from the wall outlet or power strip.
  6. Look inside the product to see where the carriage is stuck, and then check for any torn paper or other objects that might restrict the carriage.
    NOTE:You might need a flashlight to illuminate areas for proper viewing.
    Figure 9: Example of obstruction
    Photograph of obstruction that blocks the carriage movement
  7. Remove any loose paper or obstructions you find.
  8. 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.
  9. Make sure the carriage moves freely across the width of the product. Firmly push the carriage to the left side of the product, and then to the right side.
  10. Close the cartridge access door.
    Figure 10: Close the cartridge access door
    Illustration: Close the cartridge access door
  11. Reconnect the power cord to the rear of the product.
  12. Plug the power cord into the wall outlet or power strip.
  13. Press the Power button ( ) to turn on the product.

Step two: Print a Printer Status Report

Print a Printer Status Report. See the section on how to use these instructions at the beginning of this document.
  • If these steps resolved the issue , and the Printer Status Report 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 Printer Status Report does not print , continue with the next solution.

Solution four: Remove and reinstall the cartridges

Improper placement or installation of the cartridges might cause the product to indicate a carriage jam error. Make sure that the cartridges are installed correctly by following these steps.

Step one: Remove the cartridges

  1. Press the Power button ( ) to turn on the product, if it is not already on.
    NOTE:The product must be on to release the cartridges.
  2. Open the cartridge access door.
    Figure 11: Open the cartridge access door
    Illustration:Open the cartridge access door
    The carriage moves to the center of the product.
    CAUTION:Wait until the carriage is idle and silent before you continue.
  3. Press the tab on the cartridge to release it, and then remove it from the slot.
    Figure 12: Removing the cartridges
    Illustration: Press down on a cartridge tab and lift it out
    CAUTION:Do not touch the copper-colored contacts or ink nozzles. Touching these parts might result in clogs, ink failure, and bad electrical connections.
    Figure 13: Do not touch the contacts or ink nozzles
  4. Check for obstructions under and around the carriage. Remove any obstructions you find.
  5. Repeat this step for each cartridge.

Step two: Reinstall the cartridges

  1. Slide the cartridge into the empty slot until it clicks into place and seats firmly in the slot.
    NOTE: Make sure to insert the cartridge into the slot that matches the colored-shaped icon.
    Figure 14: Reinstall the cartridges
    Illustration: Push the cartridge into the slot until it snaps into place.
    CAUTION:Do not lift the latch handle on the carriage to install the cartridges. Doing so might result in incorrectly seated cartridges and subsequent printing problems.
    Figure 15: Carriage latch handle in the down position
    Illustration: Carriage latch handle in the down position
    1 - Carriage latch handle in the down position
  2. Close the cartridge access door
    Figure 16: Close the cartridge access door
    Illustration: Close the cartridge access door
  3. Repeat these steps to reinstall each cartridge.

Step three: Print a Printer Status Report

Print a Printer Status Report. See the section on how to use these instructions at the beginning of this document.
  • If these steps resolved the issue , and the Printer Status Report 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 Printer Status Report does not print , continue with the next solution.

Solution five: Plug the All-in-One 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. Disconnect the power cord from any power strip or surge suppressor, and then plug it directly into the wall outlet.
  3. Reconnect the power cord to the rear of the product.
  4. Press the Power button ( ) to turn on the product.
  5. Try to print a Printer Status Report. See the steps on how to print a Printer Status Report at the beginning 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 Printer Status Report prints , there is no need to continue troubleshooting.
  • If the issue persists , continue with the next solution.
  • If the Printer Status Report does not print , continue with the next solution.

Solution six: Perform a power reset

  1. Press the Power button ( ) to turn on the product, if it is not already on.
  2. With the product powered on, disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the electrical outlet.
  4. Wait 30 seconds.
  5. Plug the power cord back into the electrical outlet.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button ( ) to turn on the product.
  • If these steps resolved the issue , and the Printer Status Report prints , there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the Printer Status Report prints successfully , but you continue to experience an issue with your product , then the issue is not related to the hardware. 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 Printer Status Report , there is an issue with the product hardware. Continue to the next solution.

Solution seven: Service the product

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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