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HP Photosmart 2575 All-in-One Printer support

Clearing a Paper Jam

  • PrintPrint

Issue

While printing, the product stops feeding pages and a paper jam message displays on the color graphics display.
Experiencing frequent or recurring paper jams?

If you are looking for information on preventing a paper jam from recurring, you can skip to the prevention and cause sections in this document.

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 self-test report. This step determines if the product hardware functions correctly. When you have resolved the issue, and the product successfully prints a self-test report, there is no need to continue troubleshooting.

Print a self-test report

Use the following steps to print a self-test report.
  1. Load unused, plain white, U.S. letter or A4 size paper in the input tray.
  2. Press Setup. The Setup Menu displays.
  3. Press the down arrow () to highlight Print Report, and then press OK. The Self-Test Report option displays.
  4. Press OK. The self-test report prints.
IMPORTANT! Try to print a self-test report after every solution even if the solution resolves the issue.

Solution one: Clear the paper jam

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

Step one: Remove any loose paper from the tray

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 paperDo not pull jammed paper
Graphic: Remove loose paper from the trayGraphic: Do not pull jammed paper from front of product

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

CAUTION: Never pull jammed paper from the front of the product. If you can pull it from the rear of the product or the tray, always try the rear first. Pulling paper from inside the front cover can cause mechanical damage to the product.
  1. Disconnect the USB cable from the back of the product.
  2. Press the Power button () to turn off the product.
  3. Press in the tab on the left side of the rear access door, and then pull the door away from the product to remove it.
    Figure 1: Remove the rear access door
    Illustration of removing the rear access door
  4. Gently remove any jammed paper or bits of torn paper from the rollers inside the product. Use both hands to pull out any whole sheets of paper to avoid tearing them.
    CAUTION:Use a flashlight to thoroughly 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 jams are likely to occur.
    Figure 2: Remove scraps of paper
    Graphic: Remove scraps of paper
  5. Insert the two posts on the right of the door into the holes on the product, and then push the door in until it snaps into place.
    IMPORTANT! Make sure that the rear access door seats correctly in the product. An incorrectly positioned rear access door might cause more paper jams.
  6. Press the Power button () to turn on the product.

Step three: Clear the jam from the front of the product

Follow these steps to remove the paper jam from the front of the product.
  1. Without opening the cartridge access door, check the tray for jammed paper.
  2. If you see jammed paper, gently pull it out.
    CAUTION: Carefully remove paper from the front of the product. Pulling too hard on jammed paper can damage the print mechanism.
  3. Open the cartridge access door.
    Figure 3: Open the cartridge access door
    Illustration of opening the cartridge access door
  4. Check for any jammed paper inside the product.
    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, and this could damage the print mechanism. Use a flashlight to make sure that you find all traces of paper.
  5. Press the Power button () to turn on the product.

Step four: Print a self-test report

Print a self-test report. See the section on how to use these solutions 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: Make sure that the carriage can move freely

Use the following steps to make sure that the carriage moves freely.

Step one: Check the paper path

  1. Press the Power button () to turn on the product.
  2. Open the cartridge access door.
    Figure 4: Open the cartridge access door
    Illustration of opening the cartridge access door
    NOTE:The carriage might try to move into the access area. If it does, allow it to move to that position.
  3. With the power turned on, disconnect the power cord from the rear of the product.
  4. Unplug the power cord from the power source or electrical outlet.
    CAUTION: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 object that might be restricting the carriage.
    Figure 5: Example of paper in the paper path
    Photograph of paper in the cartridge area
  6. Remove any paper or objects you find.
    NOTE:If the paper tears when you remove it, 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 might occur.
  7. Reach inside the product, and then manually move the carriage.
    • If the carriage is stuck on the right side, move the carriage to the left side of the product.
    • If the carriage is stuck on the left side, move the carriage to the right side of the product.
    • If the carriage is stuck in the middle, move the carriage to the right.
  8. Make sure that the carriage can move freely across the width of the product by gently pushing the carriage to the left and then to the right.
  9. Close the cartridge access door.
    Figure 6: Close the cartridge access door
    Illustration of closing 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 self-test report

Print a self-test report. See the section on how to use these solutions 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: Clean the rollers and the rear access door

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 inside the product.

Step one: Clean the rollers

  1. Press the Power button () to turn off the product.
  2. Disconnect the power cord from the back of the product.
  3. Press in the tab on the left side of the rear access door, and then pull the door away from the product to remove it.
    Figure 7: Remove the rear access door
    Illustration of removing the rear access door
  4. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  5. Press the cloth against the paper feed rollers, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure 8: Rotate and clean the paper feed rollers
    Photograph of the rollers
  6. Allow the rollers to dry for 10 or 15 minutes.
  7. Check the paper feed rollers on the rear access door to make sure that they are clean, free of paper bits, and rotate freely.
  8. Clean the surface and the rollers of the rear access door the same way you cleaned the large rollers inside the product.
  9. Allow the rollers of the rear access door to dry for 10 or 15 minutes.
  10. Insert the two posts on the right of the door into the holes on the product, and then push the door in until it snaps into place.
    IMPORTANT! Make sure that the rear access door seats correctly in the product. An incorrectly positioned rear access door might cause more paper jams.
  11. Reconnect the power cord to the back of the product.
  12. Press the Power button () to turn on the product.

Step two: Print a self-test report

Print a self-test report. See the section on how to use these solutions 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: Reset the product

Follow these steps to reset the product.

Step one: Perform a power reset

  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 self-test report

Print a self-test report. See the section on how to use these solutions 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 issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Step three: Search for more information

If you are still experiencing issues, see the HP Product Support Home Page, and then search for another document that relates to the symptoms you are experiencing.
Right-click this link, Product Support Home Page , and then click Open in New Window.
NOTE:If the page displays in the wrong country/region or language, click the Region - Language link in the upper right corner of your browser. Then you can select the correct country/region and language.
If the jam occurs again, review the list of conditions that can cause a paper jam below.

Solution three: 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.

Preventing paper jams

The following recommendations can help prevent recurring paper jams in your HP product.
  • 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 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 product is not printing.
  • Make sure 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.

Cause

Paper jams can be caused by several factors. Use the guidelines below to prevent paper jams.
  • Make sure the rear access door is securely fastened.
  • Use paper types that are recommended for the product.
  • Prevent curled or wrinkled paper by storing all unused paper flat in a resealable bag.
  • Do not combine different paper types and paper sizes in the input tray.
  • Do not use paper that is too thin, too slick, or that stretches.
  • Do not use torn or creased paper. Paper that has been printed on previously may cause jams.
  • Do not force paper too far forward in the input tray. Only insert paper into the paper tray until it meets resistance.
  • Make sure that paper loaded in the input tray is flat and the edges are not bent or torn.
  • Adjust the paper-width guide in the input tray to fit snugly against the paper without bending it.
  • Do not add paper while the product is printing.
  • Remove printed papers from the output tray frequently.
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