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HP Photosmart C7180 All-in-One Printer support

A 'Paper Jam' Error Displays on the HP Photosmart C7100 All-in-One Printer Series

  • PrintPrint

Issue

A 'Paper Jam. Clear paper jam, then press OK' message displays on the product control panel. Paper becomes stuck in the product. The product does not print or stops feeding pages while printing.
Paper jams can be true or false. A false paper jam occurs when the error message displays, but no jammed paper is in the product. The following solutions apply to both true and false paper jam errors.
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.
How to print a self-test report
  1. Load plain white paper in the input tray.
  2. Press Setup.
  3. Press the down arrow button () to highlight Print Report, and then press OK.
  4. Press the down arrow () to highlight Self-Test Report, and then 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 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
Illustration of removing loose paper from the paper trayIllustration of warning to not pull jammed paper from under the cartridge access door

Step two: Clear the jam from the rear of the All-in-One

  1. Disconnect the USB cable from the rear of the product.
    Figure 1: Disconnect the USB cable
    Illustration: Disconnect the USB cable
  2. Press the Power button () to turn off the product.
  3. Press in the tab on the rear access door to release it. Remove the door by pulling it away from the product.
    Figure 2: Remove the rear access door
    Illustration: Remove the rear access door
  4. Gently pull any jammed paper out of the rollers inside the product.
    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 might occur.
  5. Carefully remove any other scraps of paper that are still stuck in the product.
  6. Reattach the rear access door. Gently push the door in until it snaps into place.
    NOTE: Make sure that the rear access door seats correctly in the product. An incorrectly positioned rear access door might cause more paper jams.
  7. Reconnect the power cord to the rear of the product, and then press the Power button () to turn on the product.

Step three: Clear the jam from the front of the All-in-One

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 that you cannot remove from the rear.
  2. If you see jammed paper, gently pull it out.
    CAUTION: Remove the paper carefully. If the paper tears, part of it might remain inside the paper path and damage the product. Carefully remove all traces of paper that you can find.
  3. Reconnect the power cord to the rear of the product.
  4. 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. 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 can move freely.

Step one: Check the carriage path

  1. Press the Power button () to turn on the product.
  2. Open the cartridge access door.
    Figure 3: Open the cartridge access door
    Illustration: Open the cartridge access door
  3. 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 stop the carriage.
    Figure 4: Example of paper stuck in cartridge access area
    Photograph of paper stuck in cartridge access area
  6. Remove any paper or objects you find.
  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 side of the product.
  8. Remove any paper or obstructions found.
    NOTE:You might need to use a flashlight to illuminate some areas.
  9. Make sure the carriage can move freely across the width of the product. Gently push the carriage to the left side of the product, and then to the right side.
  10. Close the cartridge access door.
    Figure 5: Close the cartridge access door
    Illustration of closing the carriage access door
  11. Reconnect the power cord to the rear of the product.
  12. Plug the power cord back into the power source or electrical outlet.
  13. 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. 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 and the rear access door

Dust, paper fiber, and other debris might accumulate on the paper feed rollers causing paper jams or 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 rear of the product.
  3. Press in the tab on the rear access door to release it. Remove the door by pulling it away from the product.
    Figure 6: 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 rollers and rotate them upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure 7: Rotate the paper feed rollers
    Photograph of paper feed rollers
  6. Make sure that the paper feed rollers on the rear access door are clean, free of paper bits, and rotate freely.
  7. Clean the surface and the rollers of the rear access door the same way you cleaned the large rollers inside the product.
  8. Reattach the rear access door. Gently push the door in until it snaps into place.
    NOTE: Make sure that the rear access door seats correctly in the product. An incorrectly positioned rear access door might cause more paper jams.
  9. Reconnect the power cord to the rear of the product, and then 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. 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: Perform a power reset

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 rear of the product.
  3. Disconnect the power cord from the power source or electrical outlet.
  4. Wait at least 15 seconds.
  5. Reconnect the power cord to the power source or electrical outlet.
  6. Connect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press 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 still experience issues, see the product Support Home Page, and then search for another document that relates to the symptoms you experience.
Right-click the following 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 six: Service the product

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).

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

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.
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