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A 'Paper Jam' Message Displays on the Computer

  • PrintPrint

Issue

The HP printer stops printing, and a 'Paper Jam ' message displays on the computer. The Attention light ( ) and the Media Error indicator ( ) blink fast, and the Segment Display Counter displays ( ) and blinks fast.
Figure 1: Control panel with paper jam lights indicated
Image: Control panel lights indicating paper jam
Click the plus sign () for more information.
The following recommendations can help prevent recurring paper jams in your HP product:
  • Do not put any objects (such as paper clips, coins, or rubber bands) on top of the HP product that could potentially fall inside the input tray.
  • 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 width adjusters on the tray are correctly positioned before inserting paper into the product.
    CAUTION:Do not force paper into the tray.
  • Do not overload the tray with paper.
  • Only add paper to the tray when the product is not printing.
  • Make sure that 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.
The following factors can cause paper jams:
  • Foreign objects (such as paper clips, coins, or rubber bands) might have fallen into the input tray.
  • Paper loaded incorrectly in the paper tray.
  • Damaged or dirty paper rollers.
  • Torn, wrinkled, or damp paper loaded in the paper tray.
  • The access door (on the rear or underside of the product) might not be closed securely.
  • 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.

Solution one: Press the Cancel button

Follow these steps to try to clear the jam automatically.

Step one: Press the Cancel button

Press the Cancel button ( ) to try to clear the jam automatically.

Step two: Print a test page

Print a test page to make sure that the hardware functions correctly.
  1. Load letter, A4, or legal unused plain white paper into the input tray.
  2. Press and hold the Start Copy Black button ( ) and the Start Copy Color button ( ) until the printer makes some noise.
  3. Release both buttons. The test page prints.
    Figure 2: Sample test page
    Image: Test page.
  • 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 from the printer

Follow these steps in the order presented to resolve a paper jam.

Step one: Remove any loose paper, debris, or foreign objects from the trays

  1. Press the Power button to turn off the printer.
  2. Disconnect the USB cable from the rear of the printer.
  3. Disconnect the power cord from the rear of the printer.
    WARNING:You must disconnect the power cord before you reach inside the HP printer to avoid risk of injuries or electric shock.
  4. Remove any loose sheets of paper from the input tray.
  5. Look inside the input tray, and then remove any foreign materials such as paper clips, debris, or other objects that might have fallen inside.
    NOTE:You might need a flashlight to illuminate the area.
    Figure 3: Look inside the input tray and remove any foreign objects or debris
    Image: Look inside input tray.
  6. Use your fingers to move the pick mechanism located inside the input tray, and then remove any foreign objects or debris.
    Figure 4: Move the pick mechanism inside the input tray and remove any foreign objects
    Image: Move the pick mechanism inside the input tray.
    CAUTION:Make sure that there are no foreign materials that remain inside the input tray as this could result in further paper jams or damage to the printer.
  7. If you do not see any debris, tilt the printer on its side, move the pick mechanism, and then remove any foreign objects. Debris might fall out of the printer.
    Figure 5: Tilt the printer on its side, move the pick mechanism, and then remove any foreign objects found
    Image: Tilt the printer on its side, move the pick mechanism, and then remove any foreign objects found.
  8. If debris does not fall out, look inside the input tray, and then remove any foreign materials such as paper clips or other objects that might have fallen inside.
  9. Return the printer to its normal position.
    Figure 6: Return the printer to its normal position
    Image: Turn the printer to its normal position.
  10. Remove any loose sheets of paper or foreign material from the output tray.
    Figure 7: Remove any loose paper from the output tray
    Image: Remove any loose paper.

Step two: Clear any jammed paper from the underside of the printer

Use the following steps to check for and remove jammed paper from the base of the printer.
  1. Make sure that the printer is off and that the power cord is disconnected.
  2. Tilt the printer and rest it on its backside, so that the bottom of the printer is facing you.
    CAUTION:Do not turn the printer upside down because ink might leak from the cartridges.
    Figure 8: Tilt the printer to rest on its backside
    Image: Tilt the printer to rest on its backside.
  3. Press in both of the tabs to open the cleanout door.
    Figure 9: Open the cleanout door on the underside of the printer
    Image: Open the cleanout door by pressing in both of the tabs.
  4. Gently remove any jammed paper or foreign materials from the inside of the printer.
    Figure 10: Remove jammed paper from the inside the printer
    Image: Remove jammed paper from the inside the printer.
    NOTE:If the paper tears while removing it, check inside the door for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more paper jams might occur.
  5. To close the cleanout door, gently push the door forward until it snaps into place.
    Figure 11: Close the cleanout door
    Image: Close the cleanout door.
  6. Tilt the printer back to its normal position.
  7. Look inside the input tray for any foreign objects that might have shifted when the printer was tilted back, and then remove any foreign objects found.
    Figure 12: Look inside the input tray and remove any foreign objects found
    Image: Look inside the input tray.

Step three: Clear any jammed paper from inside the printer

Follow these steps to remove any jammed paper from the inside.
  1. Press the Power button ( ) to turn off the product if it is not already off.
  2. Disconnect the USB cable from the rear of the product if it is not already disconnected.
  3. Disconnect the power cord from the rear of the product if it is not already disconnected.
  4. Open the cartridge access door.
    Figure 13: Open the cartridge access door
    Image: Open the cartridge access door
  5. Gently remove any paper that is jammed in the product.
  6. Close the cartridge access door.
    Figure 14: Close the cartridge access door
    Image: Close the cartridge access door

Step four: Clear any jammed paper from the front of the printer

Follow these steps to remove any jammed paper from the front.
  1. Press the Power button ( ) to turn off the product if it is not already off.
  2. Disconnect the USB cable from the rear of the product if it is not already disconnected.
  3. Disconnect the power cord from the rear of the product if it is not already disconnected.
  4. Grasp the jammed paper with both hands and slowly pull it from the front of the product.
    NOTE:If the paper tears while removing it, check 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.
  5. Reconnect the power cord to the rear of the product.
  6. Press the Power button ( ) to turn on the product.

Step five: Print a test page

Print a test page to make sure that the hardware functions correctly.
  1. Load letter, A4, or legal unused plain white paper into the input tray.
  2. Press and hold the Start Copy Black button ( ) and the Start Copy Color button ( ) until the printer makes some noise.
  3. Release both buttons. The test page prints.
  • 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 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 can move freely

Follow these steps to make sure that the carriage moves freely across the width of the printer.

Step one: Check the carriage path for obstructions

  1. Press the Power button ( ) to turn on the product if it is not already on.
  2. Open the cartridge access door. The carriage moves to the center of the product. Wait until the carriage is idle and silent before continuing.
    Figure 15: Open the cartridge access door
    Image: Open 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, and then remove any paper or objects that you find.
    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 pieces of paper remain in the product, more paper jams can occur.
  6. 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.
  7. Remove any loose paper or obstructions found.
  8. Make sure that the carriage can move freely across the width of the product. Firmly push the carriage to the left side of the product, and then to the right side.
  9. Close the cartridge access door.
    Figure 16: Close the cartridge access door
    Image: Close the cartridge access door
  10. Reconnect the power cord to the back 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 test page

Print a test page to make sure that the hardware functions correctly.
  1. Load letter, A4, or legal unused plain white paper into the input tray.
  2. Press and hold the Start Copy Black button ( ) and the Start Copy Color button ( ) until the printer makes some noise.
  3. Release both buttons. The test page 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: Clean the rollers

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 swab 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 back of the product.
  4. Raise the input tray.
    Figure 17: Raise the input tray
    Graphic: Raise the input tray
  5. Look down through the open input tray and find the gray paper pick rollers. You might need a flashlight to illuminate the area.
    Figure 18: Paper pick rollers
    Photo: paper pick rollers
  6. Dampen a long cotton swab with bottled or distilled water, and then squeeze any excess water from the cloth.
  7. Press the swab against the rollers and rotate them upward with your fingers. Apply a moderate amount of pressure to remove dust or dirt buildup.
  8. Allow the rollers to dry for 10 or 15 minutes.
  9. Reconnect the power cord to the back of the product.
  10. If the HP product does not turn on, press the Power button ( ).

Step two: Print a test page

Print a test page to make sure that the hardware functions correctly.
  1. Load letter, A4, or legal unused plain white paper into the input tray.
  2. Press and hold the Start Copy Black button ( ) and the Start Copy Color button ( ) until the printer makes some noise.
  3. Release both buttons. The test page 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: Reset the printer

Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Follow these steps to reset the HP printer, 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.

Step two: Print a test page

Print a test page to make sure that the hardware functions correctly.
  1. Load letter, A4, or legal unused plain white paper into the input tray.
  2. Press and hold the Start Copy Black button ( ) and the Start Copy Color button ( ) until the printer makes some noise.
  3. Release both buttons. The test page prints.
  • If these steps resolved the issue , and the test page prints , you can stop troubleshooting.
  • If the test page prints successfully , but you continue to experience an issue with your printer , then the issue is not related to the hardware.
  • If the printer does not print a test page , there is an issue with the printer hardware. Continue to the next solution.

Solution six: 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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