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HP Photosmart C4270 All-in-One Printer support

'Paper Jam' Message Displays on the All-in-One

  • PrintPrint

Issue

The product does not print or stops feeding pages when printing. A 'Paper Jam ' message displays on the product control panel.
NOTE:Paper jams can be real or false. The product might report a paper jam even when there is no jammed paper. The following steps apply to both real and false 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.
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 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.
IMPORTANT: You must follow these solutions in the order presented to resolve the issue.
Follow these steps to turn the product off and on again.

Step one: Turn the All-in-One off and on again

  1. Press the Power button ( ) to turn off the product. If the product does not turn off, continue to the next solution.
  2. Wait 60 seconds.
  3. Press the Power button ( ) to turn the product on.
    NOTE:The product might go through a warm-up period which might last up to two minutes. The product lights might flash and the carriage might move. Wait until the warm-up period completes before you continue.

Step two: Print a self-test report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load plain white paper in the input tray.
  2. Press and hold the OK and Help buttons on the product control panel, and then release them. The self-test report 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.
Follow these steps to first clear the paper jam from the rear of the product, and then clear the jam from the front if necessary.
CAUTION:Clearing a paper jam from the front of the product can damage the print mechanism. Gain access to and clear paper jams through the rear of the product whenever possible.

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 pull jammed paper
Remove any loose paper from the paper tray.Illustration 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

Follow these steps to clear a paper jam from the rear of the product.
  1. Press the Power button ( ) to turn on the product.
  2. While the product is still on, disconnect the power cord from the rear of the product.
  3. Turn the product so that the rear of it faces you.
  4. Press in the tab on the left side of the rear door to release it. Then pull the door away from the product to remove it.
    Figure 1: Remove the rear access door
  5. Gently pull any jammed paper out of the rollers.
    CAUTION:If the paper tears, remove the torn pieces from the rollers and wheels. If any pieces of paper remain in the product, more paper jams are likely to occur. Check the rollers and wheels to make sure that they move freely.
  6. Replace the rear access door. Gently push the door forward until it snaps into place.
  7. Check the rear access door to make sure it is installed correctly.
  8. Plug the power cord into the product.
  9. Press the Power button ( ) to turn on the product.
  10. Load plain white paper into the input tray.
  11. Try the print job again.

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

If you cannot remove the paper jam from the rear of the product, follow these steps to remove the paper jam from the front.
  1. Disconnect the power cord from the rear of the product.
  2. If necessary, pull the input tray down to open it, and then lower the cartridge door.
    Figure 2: Pull the input tray down and lower the cartridge door
  3. Gently pull any jammed paper out of the rollers.
    CAUTION:If the paper tears, remove the torn pieces from the rollers and wheels. If all the pieces of paper are not removed from the product, more paper jams are likely to occur.
  4. Close the input tray and the cartridge door.
    Figure 3: Close the input tray and the cartridge door
  5. Connect the power cord to the rear of the product.
  6. Press the Power button ( ) to turn on the product.
  7. Try the print job again.

Step four: Print a self-test report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load plain white paper in the input tray.
  2. Press and hold the OK and Help buttons on the product control panel, and then release them. The self-test report 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.
Follow these steps to make sure that the carriage can move freely.

Step one: Check the carriage path

  1. Disconnect the power cord from the rear of the product.
  2. If necessary, pull the input tray down to open it, and then lower the cartridge door.
  3. Apply firm pressure to the right side of the carriage to move it to the left. Do not press any levers.
    Figure 4: Apply firm pressure to move carriage
    • If the carriage moves freely , close the cartridge door, and continue with the steps in this procedure.
    • If the carriage does not move freely , discontinue the steps in this procedure, and skip to the end of this document to service the product.
  4. Connect the power cord to the rear of the product.
  5. Press the Power button ( ) to turn on the product.
  6. Try the print job again.

Step two: Print a self-test report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load plain white paper in the input tray.
  2. Press and hold the OK and Help buttons on the product control panel, and then release them. The self-test report 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.
Follow these steps to clean the paper rollers to remove any debris, dirt, or paper scraps

Step one: Clean the rollers

  1. Disconnect the power cord from the back of the product.
  2. Press in the tab on the left side of the rear door to release the door. Pull the door away from the product to remove it.
    Figure 5: Remove rear access door
  3. Remove any debris, dirt, or paper scraps.
  4. Locate the paper rollers. Clean the rollers by wiping them with a lint-free cloth lightly moistened with distilled or bottled water.
    Figure 6: Clean the paper rollers
    NOTE:Rotate the rollers with your fingers to clean all the way around.
  5. Allow the rollers to dry completely.
  6. Replace the rear access door. Gently push the door forward until it snaps into place.
  7. Reconnect the power cord to the back of the product.
  8. Press the Power button ( ) to turn on the product.
  9. Try the print job again.
    • If the error message displays again, proceed to the next step
    • If the print job prints successfully, you do not need to continue troubleshooting.

Step two: Print a self-test report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load plain white paper in the input tray.
  2. Press and hold the OK and Help buttons on the product control panel, and then release them. The self-test report 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.
Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Follow these steps to perform a power reset, which will clear a false paper jam error.

Step one: Reset the product

  1. Remove all paper from the input tray.
  2. Make sure that you have the product turned on. If necessary, press the Power button ( ) to turn on the product.
  3. Disconnect the USB cable from the back of the product.
  4. Open the cartridge door. The carriage moves to the far right side of the product.
    Figure 7: Open the cartridge door
  5. Remove the cartridges, and then carefully set them aside.
  6. Close the cartridge door.
    Figure 8: Close the cartridge door
  7. Disconnect the power cord from the back of the product.
  8. Wait for 60 seconds.
  9. Reconnect the power cord to the back of the product.
  10. Press the Power button ( ) to turn on the product.
  11. Open the cartridge door. The carriage moves to the far right side of the product.
  12. Reinsert the cartridges.
    • Insert the tri-color cartridge into the left slot.
    • Insert the black cartridge into the right slot.
    Figure 9: Tri-color cartridge on left; black cartridge on right
  13. Close the cartridge door.
  14. Load letter or A4 plain white paper into the input tray.
  15. Try the print job again.

Step two: Print a self-test report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load plain white paper in the input tray.
  2. Press and hold the OK and Help buttons on the product control panel, and then release them. 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 test page prints successfully , but you continue to experience an issue with your printer , then the issue is not related to the hardware.
      If your printer prints a test page and there is still an issue with your printer, go to the support page for your printer , and then browse for the appropriate support document to troubleshoot the issue.
      If you see a prompt to Enter a product name/number in the search box, follow these steps to go to your printer's home page:
      1. Type your printer name and number in the search box, and then click Search .
      2. If necessary, click your model in a list of similar printers.
      3. Search your printer's home page for topics to help resolve the issue.
  • If the printer does not print a test page , there is an issue with the printer hardware. Continue to the next solution.
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.
HP Photosmart C4270 All-in-One Printer

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