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HP Officejet Pro L7680 All-in-One Printer support

'Paper Jam' Message Displays on the Control Panel or the Computer

  • PrintPrint

Issue

While printing, the product stops feeding pages and a 'Paper Jam' message displays on the product control panel or on the computer. The following conditions might accompany the error message.
  • The product makes more noise than usual.
  • The error message 'Carriage jam' or 'Paper mismatch' displays on the control panel.
  • The product ejects a blank sheet of paper.
  • The attention light flashes on the product.
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 into the tray.
  2. Press the Setup button ().
  3. Press the Down Arrow () to select Print Report, and then press OK.
  4. Press the Down Arrow () to select Self-Test Report, and then press OK. The product prints a self-test report.
IMPORTANT: Try to print a self-test report after every solution even if the solution resolves the issue.

Video of clearing a paper jam

The following video demonstrates the steps for clearing a paper jam on the HP Officejet Pro L7750. Although the details might vary between the products, the steps in the video also apply to the Officejet Pro L7300, L7500, and L7600 series products.
The following video demonstrates the steps explained on this page. The outside of the product might look different, but the steps are the same 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 on YouTube.

Solution one: Clear the paper jam

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

Step one: Remove any loose paper

Remove any loose sheets of paper from trays 1 and 2, and from 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 loose paper in trayIllustration cautioning against pulling jammed paper

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 rear of the product.
  2. Press the Power button () to turn off the product.
  3. 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 the buttons inward on the rear access door, and then pull the door toward you.
      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.
      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 to avoid tearing them.
    Figure 3: Gently remove the jammed paper
    Illustration of removing the jammed paper
    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
  6. If the product has a duplexer, follow these steps to remove jammed paper from the duplexer.
    1. Push down on the latch on the top of the duplexer, and then lower the cover of the duplexer.
      Figure 5: Open the duplexer
      illustration of opening the duplexer
    2. Carefully remove any jammed paper.
    3. Close the duplexer cover.
  7. Reinsert the rear access door or the duplexer into the product.
  8. Reconnect the power cord to the product.
  9. Press the Power button () to turn on the product.

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

If you cannot remove the paper jam from the rear of the product, remove the paper jam through the carriage access door.
  1. Open the carriage access door. The carriage moves to the right side of the product.
    Figure 6: Open the carriage access door
    Illustration of opening the carriage access door
    NOTE:The carriage might try to move into the access area. If it does, allow it to move to that position.
  2. Press the Power button () to turn off the product.
  3. Disconnect the power cord from the rear of the product.
  4. Grasp any jammed paper with both hands, and then gently the paper out of 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. After clearing the jam, close the carriage access door.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button () to turn on the product.

Step four: Print a self-test report

  • 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 paper trays

Follow these steps in the order presented to clear the jam from the paper trays.
NOTE:Paper tray 2 is an optional accessory. If your product includes paper tray 2, see step two of this solution to remove jammed paper from it.

Step one: Clear the jam from paper tray 1

  1. Press the Power button () to turn off the product.
  2. Disconnect the power cord from the rear of the product.
  3. Lift the output tray.
    Figure 7: Lift the output tray
    Illustration of lifting the output tray.
  4. Grasp any jammed paper with both hands, and then gently pull it out of the product.
    Figure 8: Remove jammed paper with both hands
    Illustration of removing jammed paper with both hands.
  5. Lower the output tray.
  6. Reconnect the power cord to the product.
  7. Press the Power button () to turn on the product.

Step two: Print a self-test page

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 self-test report prints, there is no need to continue troubleshooting.
  • If the issue persists, and if paper tray 2 is not installed on the product, continue with the next solution.
  • If the self-test report does not print, and if paper tray 2 is installed on this product, continue with the next step.

Step three: Clear the jam from paper tray 2

NOTE:Only certain models include a second paper tray.
  1. Press the Power button () to turn off the product.
  2. Disconnect the power cord from the rear of the product.
  3. Lift the product off of tray 2.
    Figure 9: Lift the product off tray 2
    Illustration of lifting the product off of tray 2.
  4. Remove any jammed paper from the bottom of the product or from tray 2.
  5. Reposition the product on top of tray 2.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button () to turn on the product.

Step four: Print a self-test page

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: Check the carriage path and reseat the printheads

Follow these steps to clear the paper jam from the top of the product. Follow these steps only if you have tried all the preceding solutions and the issue persists.
There are multiple compartments in the product where paper can jam. Use the following steps to check for obstructions in these locations.
Figure 10: Compartments inside the product
Illustration of the compartments in the product
1 - Printhead access area (compartment 1)
2 - Main paper path access area (compartment 2)
3 - Printhead capping station area (compartment 3)
CAUTION:Do not remove, inspect, and reseat the printheads in the main paper path access area (compartment 2), or in the printhead capping station area (compartment 3).

Step one: Check compartments 1 and 2

  1. Press the Power button () to turn off the product.
  2. Disconnect the power cord from the rear of the product.
  3. Open the carriage access door.
    Figure 11: Open the carriage access door
    Illustration of opening the carriage access door
  4. Check compartments 1 and 2 for jammed paper or bits of paper. Remove any jams or bits of paper.
    CAUTION:Use a flashlight to thoroughly check the carriage path 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.
  5. Close the carriage access door.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button () to turn on the product.

Step two: Check compartment 3

  1. Open the carriage access door.
    Figure 12: Open the carriage access door
    Illustration of opening the carriage access door
  2. Press and hold OK on the product control panel.
    NOTE:The carriage should move to the printhead access area (compartment 1) on the far left side of the product unless paper or debris is in the way. Wait for it to move out of its capping station on the right, stop, and become idle.
  3. Disconnect the power cord from the rear of the product.
    CAUTION:You must disconnect the power cord to move parts by hand without the risk of an electrical shock.
  4. Check for any paper or object that might be restricting the carriage.
    Figure 13: Example of paper that could be restricting the carriage
    Illustration of paper in carriage path that could be restricting the carriage
    NOTE:You might need a flashlight to illuminate areas for proper viewing.
  5. Remove any crumpled or jammed paper from the capping station (compartment 3).
    You can reach into compartment 3 from compartment 2, along the carriage path, to remove paper. If you are unable to remove paper or objects through compartment 2, remove the cover over compartment 3 to gain access to the obstruction.
    Figure 14: Remove capping station cover
    Illustration of removing the capping station cover
    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.
  6. Reach inside the product, and then manually move the carriage.
  7. Make sure that the carriage can move freely across the width of the product by gently pushing the carriage to the right and then to the left.
  8. After checking the carriage, reinstall the capping station cover on compartment 3.
  9. Close the carriage access door.
  10. Reconnect the power cord to the rear of the product.
  11. Press the Power button () to turn on the product.

Step three: Reseat the printheads and check the carriage

  1. Open the carriage access door.
    Figure 15: Open the carriage access door
    Illustration of opening the carriage access door
  2. Press and hold OK on the product control panel.
    NOTE:The carriage should move to the printhead access area (compartment 1) on the far left side of the product. Wait for it to stop and become idle.
  3. Lift the printhead latch.
    Figure 16: Lift the printhead latch
    Illustration of lifting the printhead latch
  4. Lift a printhead handle, and then use it to pull the printhead out of its slot.
    Figure 17: Remove the printhead
    Illustration of lifting the printhead handle, and then removing the printhead
  5. Repeat these steps to remove the other printhead.
    CAUTION:Do not leave printheads out of the carriage for more than 5 minutes.
  6. Check the inside, sides, and underside of the carriage for any debris or bits of paper.
    Figure 18: The carriage
    Illustration of the underside of the carriage
  7. Reinsert each printhead into its color-coded slot. The label on the printhead must match the label on the printhead latch. Press down firmly on the printhead to ensure proper contact.
    Figure 19: Insert the printheads
    Illustration of inserting the printheads
  8. Pull the printhead latch all the way forward, and then press down to make sure that the latch engages. You might have to apply some pressure to engage the latch.
    Figure 20: Close the printhead latch
    Illustration of closing the printhead latch
  9. Close the carriage access door.
  10. The product might go through a warm-up period, and then an alignment page will print.
    • If the alignment page prints successfully, there is no need to continue troubleshooting.
    • If the alignment page fails to 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 cloth, or any cloth that will not come apart or leave fibers.
    • Clean, lint-free cotton swabs.
    • 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 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 the buttons inward on the rear access door, and then pull the door toward you.
      Figure 21: 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.
      Figure 22: Remove the duplexer
      Illustration of removing 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 paper feed rollers, and then rotate them upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure 23: Rotate and clean the paper feed rollers
    Graphic: The rollers inside the rear access door
  7. Lightly dampen a cotton swab, and then clean the pick rollers that are just behind the paper feed rollers.
    Figure 24: Clean the pick rollers
    Illustration of pick rollers
  8. Allow the rollers to dry for 10 or 15 minutes.
  9. Check the paper feed rollers on the rear access door or the duplexer to make sure that they are clean, free of paper bits, and rotate freely.
  10. Clean the surface and the rollers of the rear access door or duplexer the same way you cleaned the rollers inside the product.
  11. Allow the rollers of the rear access door or duplexer to dry for 10 or 15 minutes.
  12. Gently push the rear access door or duplexer into the product until it snaps firmly into place.
  13. Reconnect the power cord to the rear of the product.
  14. If the product does not turn on automatically, 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 five: 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 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 self-test report prints, there is no need to continue troubleshooting. Connect the USB cable to continue the print job.
  • 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 six: 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

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.
HP Officejet Pro L7680 All-in-One Printer

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