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'Doc. feeder jam', 'Open door and clear jam', or Other Jam Message Displays on the Printer

  • PrintPrint

Issue

The Attention light ( ) on the control panel blinks. An error message displays on the control panel, similar to one of the following messages:
  • 'Doc. feeder jam'
  • 'Jam in cartridge area'
  • 'Jam in output bin'
  • 'Jam in print paper path'
  • 'Jam in tray 1'
  • 'Open door and clear jam'
NOTE:Paper jam messages can be true or false. The product might report a paper jam when there is no paper jam. The following solutions resolve both true and false paper jam messages.
Paper jams can occur in multiple locations in the product.
Figure 1: Paper jam locations
Illustration: Paper jam locations on the product.
1 - Document feeder
2 - Output trays
3 - Input trays
4 - Print cartridge area
5 - Rear door and duplexer
Follow these recommendations to enable the Jam Recovery feature, and to help prevent paper jams in the future.
When the Jam Recovery feature is turned on, the product reprints any pages that are damaged during a jam.
Follow these steps to turn on the Jam Recovery feature.
  1. Open the HP ToolboxFX:
    • Click Start , click All Programs , click HP , click your product, and then click Toolbox .
    • Windows Vista and Windows 7: Click the Windows icon ( ), click All Programs , click HP , click your product, and then click HP ToolboxFX .
  2. Click the Device Settings folder, and then click System Setup .
  3. Next to Jam Recovery , click On from the drop-down list.
The following list contains tips that can help you avoid paper jams:
  • Do not overfill the input tray.
  • When you load new paper in the input tray, remove any paper that is already in the input tray, tap the stack of new paper on a flat surface to align the edges, and then load the new paper.
  • Adjust the paper width and length guides snugly against the paper.
  • Make sure that the input tray is securely in place.
  • Do not add or remove paper to or from the input tray while the product is printing.
  • Do not fan the paper before loading. Fanning causes static electricity, which makes the pages stick together.
  • Use only HP-recommended paper types and sizes.
  • Do not let paper stack up in the output tray. The paper type and the amount of toner used affect the output tray capacity.
  • Do not open the print cartridge door during a print job.
  • Make sure that the power cord is firmly connected to both the product and the power supply.
  • Do not print on paper that is damaged or has foreign objects attached to it, such as staples or paper clips.
  • Store the paper flat in its moisture proof wrapping in an environment that is not too humid or too dry.
  IMPORTANT: You must follow these solutions in the order presented to resolve the issue.

Solution one: Clear the jam and print a cleaning page

NOTE:Loose toner might remain in the product after a jam. This problem typically resolves itself after a few sheets have been printed.
CAUTION:Paper jams might result in loose toner on the page. If you get any toner on your clothes, wash them in cold water. Hot water permanently sets the toner into the fabric .

Step one: Clear the jam

Choose the product area that is indicated in the control panel error message.
  1. Press the Power button ( ) to turn off the product.
  2. Disconnect the power cord.
    Figure 2: Disconnect the power cord
    Illustration: Disconnect the power cord.
  3. Open the document feeder cover.
    Figure 3: Open the document feeder cover
    Illustration: Open the document feeder cover.
  4. Lift the side lever to open the pickup assembly, and then gently pull the jammed paper out.
    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.
    Figure 4: Remove jammed paper from the document feeder
    Illustration: Remove jammed paper from document feeder.
  5. Close the pickup assembly and the document feeder cover.
    Figure 5: Close the pickup assembly and cover
    Illustration: Close the pickup assembly and cover.
  6. Reconnect the power cord, and then press the power button ( ) to turn on the product.
  7. Check the attention light and control panel to determine if there is still a jam-related error message.
  1. Press the Power button ( ) to turn off the product.
  2. Disconnect the power cord.
    Figure 6: Disconnect the power cord
    Illustration: Disconnect the power cord.
  3. Open the print cartridge door, and then remove the print cartridge.
    CAUTION:To prevent damage, do not expose the print cartridge to light. Cover it with a piece of paper.
    Figure 7: Open the print cartridge door and then remove the cartridge
    Illustration: Open the print cartridge door, and then remove
the print cartridge.
  4. Keep the print cartridge door open.
    If paper is visible, grasp both sides and the middle with both hands, and then slowly pull it free from the product.
    If paper is not visible, skip to the next step.
    Figure 8: Grasp jammed paper and slowly pull it out
    Illustration: Carefully
grasp the jammed paper, and slowly pull it out
of the product.
  5. Press the green tab and then open the jam access door. If paper is present, carefully grasp both sides and the middle with boths hands, and then slowly pull it free from the product.
    Figure 9: Press the green tab, and then open the jam access door
    Illustration: Press the green tab, open the jam access
door, and then slowly pull the paper out of the product.
  6. Reinstall the print cartridge.
    Figure 10: Reinstall the print cartridge
    Illustration: Reinstall the print cartridge.
  7. Close the print cartridge door.
  8. Reconnect the power cord, and then press the power button ( ) to turn on the product.
  9. Check the attention light and control panel to determine if there is still a jam-related error message.
  1. Press the Power button ( ) to turn off the product.
  2. Disconnect the power cord.
    Figure 11: Disconnect the power cord
    Illustration: Disconnect the power cord.
  3. Open the print cartridge door, and then remove the print cartridge.
    CAUTION:To prevent damage, do not expose the print cartridge to light. Cover it with a piece of paper.
    Figure 12: Open print cartridge door and remove cartridge
    Illustration: Open the print cartridge door, and then remove
the print cartridge.
  4. In tray 1 or the priority input slot, remove the paper stack.
    Figure 13: Remove the paper stack
    Illustration: In tray 1 or the priority input slot,
remove the paper stack.
  5. With both hands, grasp the side of the jammed paper that is most visible (this includes the middle), and carefully pull it free from the product.
    CAUTION:When you remove jammed paper, pull it straight out of the product. Pulling jammed paper out at an angle can damage the product.
    Figure 14: With both hands, carefully pull jammed paper
    Illustration: With both hands, carefully pull jammed paper.
  6. Reinstall the print cartridge.
    Figure 15: Reinstall the cartridge
    Illustration: Reinstall the print cartridge.
  7. Close the print cartridge door.
  8. Reconnect the power cord, and then press the power button ( ) to turn on the product.
  9. Check the attention light and control panel to determine if there is still a jam-related error message.
  1. Press the Power button ( ) to turn off the product.
  2. Disconnect the power cord.
    Figure 16: Disconnect the power cord
    Illustration: Disconnect the power cord.
  3. Open the print cartridge door, and then remove the print cartridge.
    CAUTION:To prevent damage, do not expose the print cartridge to light. Cover it with a piece of paper.
    Figure 17: Open print cartridge door and remove cartridge
    Illustration: Open the print cartridge door, and then remove
the print cartridge.
  4. If you can see the jammed paper inside the product, carefully grasp the jammed paper, and then slowly pull it out of the product.
    CAUTION:Do not use sharp objects, such as tweezers or needle-nose pliers, to remove jams. The warranty does not cover damage caused by sharp objects.
    Figure 18: Grasp jammed paper and slowly pull it out
    Illustration: Carefully
grasp the jammed paper, and slowly pull it out
of the product.
  5. Reinstall the print cartridge.
    Figure 19: Reinstall the cartridge
    Illustration: Reinstall the print cartridge.
  6. Close the print cartridge door.
  7. Reconnect the power cord, and then press the power button ( ) to turn on the product.
  8. Check the attention light and control panel to determine if there is still a jam-related error message.
  1. Press the Power button ( ) to turn off the product.
  2. Disconnect the power cord.
    Figure 20: Disconnect the power cord
    Illustration: Disconnect the power cord.
  3. Open the rear door.
    CAUTION:The fuser, located in the back of the product, is hot. Wait for the fuser to cool before continuing.
    Figure 21: Open the rear door
    Illustration: Open the rear door.
  4. Carefully grasp the jammed paper, and slowly pull it out of the product.
    Figure 22: Grasp jammed paper and slowly pull it out
    Illustration: Carefully grasp the jammed paper, and slowly
pull it out of the product.
  5. Close the rear door.
    Figure 23: Close the rear door
    Illustration: Close the rear door.
  6. Reconnect the power cord, and then press the power button ( ) to turn on the product.
  7. Check the attention light and control panel to determine if there is still a jam-related error message.

Step two: Print a cleaning page

  1. If the product Home screen is not active, touch anywhere on the screen to activate it.
  2. On the Home screen, touch the Setup icon ( ).
  3. Touch the Down Arrow ( ) to scroll to and touch Service .
  4. Touch the Down Arrow ( ) to scroll to and touch Cleaning Page .
  5. Load plain, white paper when prompted.
  6. Touch OK to begin the cleaning process.
    A page feeds through the product slowly. Discard the page when the process is completed.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Reset the printer, check the print settings, and print a cleaning page

Step one: Reset the printer

  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: Check the print settings

  1. From the File menu in the software program, click Print .
  2. In the Print dialog box, click Properties .
  3. Check the settings on the Paper/Quality tab, change them if necessary, and then click OK .
  4. Try printing again.

Step three: Print a cleaning page

  1. If the product Home screen is not active, touch anywhere on the screen to activate it.
  2. On the Home screen, touch the Setup icon ( ).
  3. Touch the Down Arrow ( ) to scroll to and touch Service .
  4. Touch the Down Arrow ( ) to scroll to and touch Cleaning Page .
  5. Load plain, white paper when prompted.
  6. Touch OK to begin the cleaning process.
    A page feeds through the product slowly. Discard the page when the process is completed.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Service the printer

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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