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HP Photosmart C6180 All-in-One Printer support

A 'Paper Jam' Error Displays on the HP Photosmart C6100 All-in-One Printer Series

  • PrintPrint

Issue

When you try to print, paper jams inside the HP product, the HP product stops printing, and the message 'Paper Jam' displays on the computer.
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.
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.

Video of clearing a paper jam

The following video demonstrates the steps for fixing a carriage or paper jam. The product shown in the video is the HP Photosmart C7280. The outside of the product might look different, but the steps are similar for your product.
If you have trouble viewing the video or to view the video in a different size, click here to play the video (in English) on YouTube.

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.

Solution one: Clear a paper jam

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

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 paperDo not remove jammed paper
Illustration of removing any loose paper.Illustration cautioning against removing jammed paper.

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

CAUTION: Never pull jammed paper from the front of the HP product. If you can pull it from the rear of the HP 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 telephone cord, the USB cord, and the Ethernet cord, if any, from the product.
  2. Press the Power button () to turn on the product.
  3. With the product turned on, disconnect the power cord from the rear of the product.
  4. Remove the rear access door or the two-sided printing accessory (duplexer) from the rear of the product.
    • To remove the rear access door: Press in the release button on the right side of the door, and then pull the door away from the product.
      Figure 1: Remove the rear access door
      Illustration of removing the rear access door.
    • To remove the duplexer: Press in the buttons on the sides of the duplexer, and then pull the duplexer toward you.
      NOTE:The HP automatic two-sided printing accessory ships with some models and is available as an optional accessory for others.
      Figure 2: Remove the duplexer
      Illustration of removing the duplexer
  5. Gently remove any jammed paper or bits of torn paper from the rollers inside the product. Use both hands to pull any whole sheets of paper out if possible to avoid tearing them.
    Figure 3: Pull the jammed paper from the rear of the product
    Illustration of pulling jammed paper from the rear of the product
    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 4: Remove scraps of paper
    Illustration of removing scraps of paper
    If the product has a rear access door, gently push the rear access door into the product until it snaps into place, and then continue to Step four of this solution.
    If the product has a duplexer, continue to the next step.

Step three: Clear the paper jam from the duplexer

  1. Release the two gray tabs on the ends of the duplexer. The duplexer opens.
    Figure 5: Release the gray tabs
    Photograph showing the two gray tabs at the end of the duplexer.
  2. Remove any paper you find in the duplexer.
  3. Check the rollers on the duplexer. Make sure that the rollers are not missing, that they turn easily, and that they have no give when you press them. If the rollers are damaged, replace the duplexer.
    Figure 6: The duplexer rollers
    Photograph of the duplexer rollers
  4. Close the duplexer door.
  5. Gently push the duplexer into the product until it snaps into place.

Step four: Clear 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 7: Open the cartridge access door
    Illustration of opening the cartridge access door
  4. Check for any jammed paper inside the product.
  5. Gently remove any jammed paper or bits of torn paper from 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.
    Figure 8: Make sure that you get all the paper
    Photograph of checking for paper with a flashlight
  6. Close the cartridge access door.
    Figure 9: Close the cartridge access door
    Illustration of closing the cartridge access door
  7. Reconnect the power cord to the rear of the product.
  8. Plug the power cord into the electrical outlet.
  9. Press the Power button () to turn on the product.

Step five: Print a self-test report

Follow these steps to print the self-test report.
  1. Press the Setup button ().
  2. Press the down arrow () to select Print Report, and then press OK.
  3. Press OK again. The self-test report 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 two: Make sure that the carriage can move freely

Follow these steps to make sure that the carriage moves freely

Step one: Check the carriage path

  1. Press the Power button () to turn on the product.
  2. Open the cartridge access door.
    Figure 10: Open the cartridge access door
    Illustration of opening 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 an electrical shock.
  5. Check for any paper or object that might be restricting the carriage.
    Figure 11: Example of paper that might restrict the carriage
    Photo of paper in carriage area that could restrict the carriage
  6. Remove any paper or objects you find.
    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 pieces of paper remain in the product, more paper jams can occur.
  7. Close the cartridge access door.
    Figure 12: Close the cartridge access door
    Illustration of closing the cartridge access door
  8. Reconnect the power cable to the rear of the product.
  9. Plug the power cord back into the power source or electrical outlet.
  10. Press the Power button () to turn on the product.

Step two: Print a self-test report

Print a self-test report.
Follow these steps to print the self-test report.
  1. Press the Setup button ().
  2. Press the down arrow () to select Print Report, and then press OK.
  3. Press OK again. The self-test report 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: Clean the rollers

Follow these steps to clean the rollers inside the product.

Step one: Clean the rollers in the rear of the product

  1. Gather the following materials:
    • A clean, lint-free cloth, or any cloth that will not come apart or leave fibers
    • Distilled or bottled water (tap water might damage the product)
  2. Disconnect the power cord from the rear of the product.
  3. Remove the rear access door or the two-sided printing accessory (duplexer) from the rear of the product.
    • To remove the rear access door: Press in the release button on the right side of the door, and then pull the door away from the product.
      Figure 13: Remove the rear access door
      Illustration of removing the rear access door.
    • To remove the duplexer: Press in the buttons on the sides of the duplexer, and then pull the duplexer toward you.
      NOTE:The HP automatic two-sided printing accessory ships with some models and is available as an optional accessory for others.
      Figure 14: Remove the duplexer
      Illustration of removing the duplexer
  4. Dampen a lint-free cloth with distilled or bottled water. Squeeze the excess water from the cloth so that it is not soaking wet.
    CAUTION:Do not use alcohol or other chemicals to clean the rollers.
  5. Wipe the entire surface of each roller with the dampened cloth. Rotate the rollers with your fingers to clean all the way around.
    Figure 15: Clean the rollers
    Graphic of the paper rollers
  6. Dampen a cotton swab with distilled or bottled water, and then use it to thoroughly clean the pick roller.
  7. Allow the rollers to dry for 10 or 15 minutes.
  8. If your product has a duplexer, perform the following steps.
    1. Clean the rollers on the duplexer. Use a clean dampened cloth to clean each roller all the way around.
      Figure 16: Clean the duplexer rollers
      Photograph of the duplexer rollers
    2. Allow the duplexer rollers to dry for 10 or 15 minutes.
  9. Gently push the rear access door or duplexer into the product until it snaps firmly into place.
  10. Reconnect the power cord to the rear of the product.
  11. Press the Power button () to turn on the product.

Step two: Print a self-test report

Print a self-test report.
Follow these steps to print the self-test report.
  1. Press the Setup button ().
  2. Press the down arrow () to select Print Report, and then press OK.
  3. Press OK again. The self-test report 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 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, unplug the power cord from the back of the product.
  3. Disconnect the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Connect the power cord into wall outlet.
  6. Connect the power cord to the back 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.
Follow these steps to print the self-test report.
  1. Press the Setup button ().
  2. Press the down arrow () to select Print Report, and then press OK.
  3. Press OK again. The self-test report prints.
  • If these steps resolved the issue, and the self-test report prints, there is no need to continue troubleshooting. Reconnect the USB cable, the Ethernet cable, and the phone cord, and then try to print again.
  • If the issue persists, continue to the next step.
  • If the self-test report does not print, skip to 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.

Solution five: Service the All-in-One

Contacting HP for service in 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 to obtain service.
  • If your product is out of warranty, Contact HP to find an authorized service provider or to setup service (fees might apply).