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A 'Paper Jam' Error Displays on the HP Officejet 6600 e-All-in-One and 6700 Premium e-All-in-One Printer Series

  • PrintPrint

Issue

The printer does not print or stops feeding pages when printing. A 'Paper Jam' message displays on the printer control panel.
NOTE:Paper jams can be real or false. The printer might report a paper jam even when there is no jammed paper. The following steps apply to both real and false paper jams.
The following recommendations can help prevent recurring paper jams in your printer.
  • Before you load 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 printer is not printing.
  • Make sure that you fully extend the paper output tray extender.
    Figure 1: Fully extend the output tray
    Image: Fully extend the output tray.
  • Make sure your printer supports the paper type. See the documentation that came with your printer 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 printer.
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.
Important: You must follow these solutions in the order presented to resolve the issue.

Video of clearing a paper jam

The following video demonstrates how to clear a paper jam.
NOTE:This video shows the HP Officejet 6700 Premium e-All-in-One Printer series (H711), but the steps are the same for your printer.
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: Turn the printer off and then on again

Follow these steps to turn the printer off and on again.

Step one: Turn the printer off and then on again

  1. Press the Power button to turn off the printer. If the printer does not turn off, continue to the next solution.
  2. Wait 60 seconds.
  3. Press the Power button to turn on the printer.
    NOTE:The printer might go through a warm-up period, which might last several minutes. Wait until the warm-up period completes before you continue.

Step two: Print a Printer Status Report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load Letter or A4, unused, plain white paper into the input tray.
    NOTE:Do not load specialty paper in Tray 2. Tray 2 only supports plain letter and A4 paper. For more information on loading paper, see Loading Plain Paper, Cards, Photo Paper, and Envelopes . Loading paper correctly might prevent paper jams.If you are experiencing problems with certain paper types or sizes, see the Product Specifications to make sure that your printer supports other sizes and types of paper.
  2. On the printer control panel, touch the Right Arrow () to display the second navigation screen.
  3. Touch the Setup icon ().
  4. Touch the Down Arrow (), and then touch Reports.
  5. Touch Printer Status Report. The self-test report prints.
  • 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 the jam from the rear of the printer

Follow these steps to clear the paper jam from the rear of the printer.
CAUTION:Trying to clear a paper jam from the front of the printer can damage the print mechanism. Gain access to and clear paper jams through the rear of the printer whenever possible.

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 paper from the input and output traysDo not pull jammed paper
Image: Remove loose paper from the paper tray.Image: Do not pull jammed paper.

Step two: Clear the jam from the rear of the printer

Clear any jammed paper from the rear of the printer.
Follow these steps to clear any jammed paper from the rear of the printer.
Step one: Check the rear of the printer
  1. Press the Power button to turn on the printer.
  2. While the printer is still on, disconnect the power cord from the rear of the printer.
  3. Turn the printer so that the rear of the printer faces you.
  4. Slide the rear access door to the right, and then pull it toward you.
    Figure 2: Open the rear access door
    Image: Open the rear access door.
    1 - Slide the rear access door to the right
    2 - Pull the rear access door toward you
  5. Gently remove any jammed paper or bits of torn paper from the rollers inside the printer. Use both hands to pull any whole sheets of paper to avoid tearing them.
    NOTE:The printer in the photo might not be identical to your printer, but the steps are the same.
    Figure 3: Remove the jammed paper
    Image: Remove the jammed paper.
    CAUTION:If the paper tears, remove the torn pieces from the rollers and wheels. If pieces of paper remain in the printer, more paper jams are likely to occur. Check the rollers and wheels to make sure that they move freely.
    Figure 4: Remove torn pieces of paper
    Image: Remove bits of paper.
  6. Reinstall the rear access door. Position the right end in the printer, and then push the rear access door into the printer until it snaps into place.
    Figure 5: Reinstall the rear access door
    Image: Reinstall the rear access door.
    1 - Position the rear access door in the printer
    2 - Push the rear door into the printer
Step two: Print a Printer Status Report
Printing a self-test report verifies if the hardware functions correctly.
  1. Load Letter or A4, unused, plain white paper into the input tray.
    NOTE:Do not load specialty paper in Tray 2. Tray 2 only supports plain letter and A4 paper. For more information on loading paper, see Loading Plain Paper, Cards, Photo Paper, and Envelopes . Loading paper correctly might prevent paper jams.If you are experiencing problems with certain paper types or sizes, see the Product Specifications to make sure that your printer supports other sizes and types of paper.
  2. On the printer control panel, touch the Right Arrow () to display the second navigation screen.
  3. Touch the Setup icon ().
  4. Touch the Down Arrow (), and then touch Reports.
  5. Touch Printer Status Report. The self-test report prints.
  • 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.
Follow these instructions to clear any jammed paper from the rear of the printer.
Step one: Check the rear of the printer
  1. Press the Power button to turn on the printer.
  2. While the printer is still on, disconnect the power cord from the rear of the printer.
  3. Turn the printer so that the rear of the printer faces you.
  4. Press the two buttons at the ends of the duplexer, and then pull the duplexer towards you to remove it.
    Figure 6: Remove the duplexer
    Image: Remove the duplexer.
  5. Gently remove any jammed paper or bits of torn paper from the rollers inside the printer. Use both hands to pull any whole sheets of paper to avoid tearing them.
    NOTE:The printer in the photo might not be identical to your printer, but the steps are the same.
    Figure 7: Remove the jammed paper
    Image: Remove the jammed paper.
    CAUTION:If the paper tears, remove the torn pieces from the rollers and wheels. If pieces of paper remain in the printer, more paper jams are likely to occur. Check the rollers and wheels to make sure that they move freely.
    Figure 8: Remove torn pieces of paper
    Image: Remove bits of paper.
Step two: Check the duplexer
  1. If you do not see jammed paper in the rear access area, press the tabs on the sides of the duplexer, and then lower the cover.
    Figure 9: Press the tabs to open the duplexer
    Image: Press the tabs to open the duplexer.
  2. Remove any jammed paper from inside the duplexer.
  3. Close the duplexer cover.
  4. Gently push the duplexer into the printer until it snaps firmly into place. Do not press the buttons on the end of the duplexer while you reattach it.
    Figure 10: Reattach the duplexer
    Image: Reattach the duplexer.
  5. Reconnect the power cord to the rear of the printer.
  6. Press the Power button to turn on the printer.
    NOTE:The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before you proceed.
Step three: Print a Printer Status Report
Printing a self-test report verifies if the hardware functions correctly.
  1. Load Letter or A4, unused, plain white paper into the input tray.
    NOTE:Do not load specialty paper in Tray 2. Tray 2 only supports plain letter and A4 paper. For more information on loading paper, see Loading Plain Paper, Cards, Photo Paper, and Envelopes . Loading paper correctly might prevent paper jams.If you are experiencing problems with certain paper types or sizes, see the Product Specifications to make sure that your printer supports other sizes and types of paper.
  2. On the printer control panel, touch the Right Arrow () to display the second navigation screen.
  3. Touch the Setup icon ().
  4. Touch the Down Arrow (), and then touch Reports.
  5. Touch Printer Status Report. The self-test report prints.
  • 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: Clear the paper jam from the paper trays

The following steps require the use of a flashlight to identify any jammed paper from the paper trays.

Step one: Clear the paper jam from the output tray

  1. Carefully remove any loose paper from the output tray.
  2. Check the rollers in the output tray for jammed paper.
  3. Use a flashlight to see the rollers in the printer.
    Figure 11: Use a flashlight
    Image: Use a flashlight
  4. Gently remove any jammed paper or bits of torn paper from the output tray rollers. Use both hands to pull out any whole sheets of paper to avoid tearing them.
  5. Remove any bits of paper or torn pieces of paper from the output tray rollers.

Step two: Clear the jam from the input tray

  1. Press the Power button to turn off the printer.
  2. Disconnect the power cord from the rear of the printer.
  3. Remove all paper from the output tray.
  4. Raise the output tray.
    Figure 12: Raise the output tray
    Image: Raise the output tray.
  5. Grasp any jammed paper in the input tray with both hands, and then pull the paper slowly but firmly toward you to remove it.
    CAUTION:Remove paper from the tray as carefully as possible. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur, and this could damage the print mechanism.
  6. Lower the output tray.
  7. Reconnect the power cord to the rear of the printer.
  8. Press the Power button to turn off the printer.

Step three: Print a Printer Status Report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load Letter or A4, unused, plain white paper into the input tray.
    NOTE:Do not load specialty paper in Tray 2. Tray 2 only supports plain letter and A4 paper. For more information on loading paper, see Loading Plain Paper, Cards, Photo Paper, and Envelopes . Loading paper correctly might prevent paper jams.If you are experiencing problems with certain paper types or sizes, see the Product Specifications to make sure that your printer supports other sizes and types of paper.
  2. On the printer control panel, touch the Right Arrow () to display the second navigation screen.
  3. Touch the Setup icon ().
  4. Touch the Down Arrow (), and then touch Reports.
  5. Touch Printer Status Report. The self-test report prints.
  • 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 the paper jam from the carriage path

The following steps require the use of a flashlight to identify any jammed paper in the carriage path.

Step one: Remove any loose paper

Remove any loose paper from the input and output traysDo not pull jammed paper
Image: Remove loose paper from the paper tray.Image: Do not pull jammed paper.

Step two: Check the carriage path with a flashlight

  1. Press the Power button to turn off the printer.
  2. Disconnect the power cord from the rear of the printer.
    WARNING:Do not reach into the cartridge access area when the printer is plugged into an electrical outlet.
  3. Place your fingers into the slot on the left side of the printer, and then pull forward to open the cartridge access door.
    Figure 13: The slot on the side of the printer
    Image: The finger slot on the side of the printer.
  4. Grasp any jammed paper in the carriage path with both hands, and then pull the paper slowly but firmly toward you to remove it.
    Figure 14: Carefully pull the jammed paper from the carriage path
    Image: Pull the jammed paper from the carriage path.
  5. Move the carriage to the left, and then check the right side of the printer for any jammed paper.
    Figure 15: Move the carriage to the left
    Image: Move the carriage to the left.
  6. Gently grasp any paper you find with both hands, and then pull it towards you through the front of the printer.
    Figure 16: Gently remove the jammed paper from the carriage path
    Image: Gently remove any jammed paper from the carriage path.
  7. Use a flashlight to check for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more jams are likely to occur.
    Use a flashlightPaper jammed in carriage path
    Image: Use a flashlightImage: Paper jammed in carriage path
  8. Move the carriage back to its position on the right side of the printer.
  9. Close the cartridge access door.
  10. Reconnect the power cord to the rear of the printer.
  11. Press the Power button to turn on the printer.

Step three: Print a Printer Status Report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load Letter or A4, unused, plain white paper into the input tray.
    NOTE:Do not load specialty paper in Tray 2. Tray 2 only supports plain letter and A4 paper. For more information on loading paper, see Loading Plain Paper, Cards, Photo Paper, and Envelopes . Loading paper correctly might prevent paper jams.If you are experiencing problems with certain paper types or sizes, see the Product Specifications to make sure that your printer supports other sizes and types of paper.
  2. On the printer control panel, touch the Right Arrow () to display the second navigation screen.
  3. Touch the Setup icon ().
  4. Touch the Down Arrow (), and then touch Reports.
  5. Touch Printer Status Report. The self-test report prints.
  • 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: Clean the rollers

Clean the rollers in your printer.
Follow these instructions to clean the rollers in your printer.

Step one: Clean the rollers in the printer

  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 printer)
    • Clean, lint-free cotton swabs
  2. Press the Power button to turn off the printer.
  3. Disconnect the power cord from the rear of the printer.
  4. Slide the rear access door to the right, and then pull it toward you.
    Figure 17: Open the rear access door
    Image: Open the rear access door
    1 - Slide the rear access door to the right
    2 - Pull the rear access door toward you
  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 then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure 18: Clean the rollers
    Image: Clean the rollers
  7. Allow the rollers to dry completely.
  8. Reinstall the rear access door. Position the right end in the printer, and then push the rear access door into the printer until it snaps into place.
    Figure 19: Reinstall the rear access door
    Image: Reinstalling the rear access door
    1 - Position the rear access door in the printer
    2 - Push the rear door into the printer

Step two: Print a Printer Status Report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load Letter or A4, unused, plain white paper into the input tray.
    NOTE:Do not load specialty paper in Tray 2. Tray 2 only supports plain letter and A4 paper. For more information on loading paper, see Loading Plain Paper, Cards, Photo Paper, and Envelopes . Loading paper correctly might prevent paper jams.If you are experiencing problems with certain paper types or sizes, see the Product Specifications to make sure that your printer supports other sizes and types of paper.
  2. On the printer control panel, touch the Right Arrow () to display the second navigation screen.
  3. Touch the Setup icon ().
  4. Touch the Down Arrow (), and then touch Reports.
  5. Touch Printer Status Report. The self-test report prints.
  • 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.
Follow these instructions to clean the rollers in your printer.

Step one: Clean the rollers in the printer

  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 printer)
    • Clean, lint-free cotton swabs
  2. Press the Power button to turn off the printer.
  3. Disconnect the power cord from the rear of the printer.
  4. Press the two buttons at the ends of the duplexer, and then pull the duplexer towards you to remove it.
    Figure 20: Remove the duplexer
    Image: Remove the duplexer.
  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 then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure 21: Clean the rollers
    Image: Clean the rollers.
  7. Allow the rollers to dry completely.

Step two: Clean the rollers in the duplexer

  1. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  2. Press the cloth against the external rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure 22: The duplexer external rollers
    Image: Duplexer external rollers.
  3. Press down on the two tabs at the ends of the duplexer to open the duplexer cover.
    Figure 23: Press the tabs to open the duplexer
    Image: Press the tabs to open the duplexer.
  4. Clean the rollers inside the duplexer the same way that you cleaned the other rollers.
    Figure 24: Duplexer internal rollers
    Image: Duplexer internal rollers.
  5. Allow the rollers to dry completely.
  6. Close the duplexer cover.
  7. Gently push the duplexer into the printer until it snaps firmly into place. Do not press the buttons on the end of the duplexer while you reattach it.
    Figure 25: Reattach the duplexer
    Image: Reattach the duplexer.
  8. Reconnect the power cord to the rear of the printer.
  9. Press the Power button to turn on the printer.

Step three: Print a Printer Status Report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load Letter or A4, unused, plain white paper into the input tray.
    NOTE:Do not load specialty paper in Tray 2. Tray 2 only supports plain letter and A4 paper. For more information on loading paper, see Loading Plain Paper, Cards, Photo Paper, and Envelopes . Loading paper correctly might prevent paper jams.If you are experiencing problems with certain paper types or sizes, see the Product Specifications to make sure that your printer supports other sizes and types of paper.
  2. On the printer control panel, touch the Right Arrow () to display the second navigation screen.
  3. Touch the Setup icon ().
  4. Touch the Down Arrow (), and then touch Reports.
  5. Touch Printer Status Report. The self-test report prints.
  • 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: Clear the paper jam from the automatic document feeder

Follow these steps to clear a paper jam from the automatic document feeder (ADF)
  1. Press the Power button to turn off the printer.
  2. Disconnect the power cord from the rear of the printer.
  3. Remove any originals from the document feeder tray.
    Figure 26: Remove any originals
    Image: Remove any originals.
  4. Lift the cover of the ADF until it stops.
    Figure 27: Lift the ADF cover
    Image: Lift the ADF cover.
  5. Check for any jammed paper in the rear of the ADF.
  6. Gently grasp any jammed paper in the ADF with both hands, and then pull the paper slowly but firmly upward to remove it.
  7. Lift the tab located on the front edge of the ADF to raise the ADF mechanism.
  8. Gently grasp any jammed paper in the ADF mechanism, and then pull the paper slowly but firmly upward to remove it.
  9. Close the ADF cover.
  10. Try the task again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution seven: Perform a power reset

Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Follow these steps to perform a power reset, which will clear a false paper jam error.

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.
NOTE:The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before proceeding.

Step two: Print a Printer Status Report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load Letter or A4, unused, plain white paper into the input tray.
    NOTE:Do not load specialty paper in Tray 2. Tray 2 only supports plain letter and A4 paper. For more information on loading paper, see Loading Plain Paper, Cards, Photo Paper, and Envelopes . Loading paper correctly might prevent paper jams.If you are experiencing problems with certain paper types or sizes, see the Product Specifications to make sure that your printer supports other sizes and types of paper.
  2. On the printer control panel, touch the Right Arrow () to display the second navigation screen.
  3. Touch the Setup icon ().
  4. Touch the Down Arrow (), and then touch Reports.
  5. Touch Printer Status Report. The self-test report prints.
  • 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 eight: Service the printer

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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