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HP Photosmart C5280 All-in-One Printer support

A 'Carriage Jam' or 'Carriage Blocked' Message Displays for HP Photosmart C5200 and C5500 All-in-One Printer Series

  • PrintPrint

Issue

A 'Carriage Jam' or 'Carriage Blocked' error message displays on the control panel.
You might also experience the following symptoms:
  • The carriage stalls against the left side of the product.
  • The product does not print.
  • Printing stops unexpectedly.
  • A paper jam occurred recently.

Solutions

To resolve the issue, try each solution in this document in the order presented.

Video of fixing a carriage 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.

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

Turning the product off and then on again might resolve the issue.

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

  1. Press the Power button () to turn off the product.
  2. Wait 60 seconds.
  3. Press the Power button () to turn on the product.
    NOTE:The product might go through a warm-up period. The product lights might flash and the carriage might move. Wait until the warm-up period finishes before proceeding.

Step two: Print a self-test report

  1. Load plain white paper into the input tray.
  2. Press the Setup button (). The Setup menu opens.
  3. Press the arrow button to select Tools, and then press OK.
  4. Press the arrow button to select Self-Test Report, and then press OK. 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.

Solution two: Clear any jammed paper

Jammed paper can cause the carriage to stall. Follow these steps to clear any jammed paper.

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.

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

Use the following steps to check for and remove jammed paper from the rear of the HP product.
  1. Press the Power button () to turn off the product.
  2. Disconnect the USB cable from the rear of the product.
  3. Disconnect the power cord from the rear of the product.
  4. Squeeze the tab on the rear access door to release it, and then pull the door outward to remove it from the product
    Figure 1: Open the rear access door
    Illustration: Open the rear access door
  5. Gently remove any jammed paper from the rollers inside the product.
    CAUTION: If the paper tears while removing it from the rollers, check the rollers for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the product, more paper jams are likely to occur.
  6. Reattach the rear access door. Gently push the door forward until it snaps into place.

Step three: Clear the paper 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. Open the cartridge door.
    Figure 2: Open the cartridge door
    Illustration: Open the cartridge door
  2. Gently pull the paper out of the rollers.
    NOTE: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.
  3. Close the cartridge door.
    Figure 3: Close the cartridge door
    Illustration: Close the cartridge door
  4. Reconnect the power cord to the rear of the product.
  5. Press the Power button () to turn on the product.

Step four: Print a self-test report

A self-test report determines if the product hardware functions correctly.
  1. Load plain white paper into the input tray.
  2. Press the Setup button (). The Setup menu opens.
  3. Press the arrow button to select Tools, and then press OK.
  4. Press the arrow button to select Self-Test Report, and then press OK. 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.

Solution three: Make sure that the carriage moves freely

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

Step one: Make sure that the carriage moves freely

  1. Press the Power button () to turn on the product.
  2. Open the cartridge door.
    Figure 4: Open the cartridge door
    Illustration: Open the cartridge door
  3. Without turning off the product, 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. Disconnect the power cord from the wall outlet.
  5. Look inside the product to see where the carriage is stuck, and then check for any torn paper or other objects that might restrict movement of the carriage.
    NOTE:You might need a flashlight to illuminate areas for proper viewing.
  6. Reach inside the product through the cartridge door, and then manually move the carriage.
    • If the carriage is stuck on the right side of the product, move the carriage to the left side of the product.
    • If the carriage is stuck on the left side of the product, move the carriage to the right side of the product.
    • If the carriage is stuck in the middle of the product, move the carriage to the right side of the product.
  7. Remove any loose paper or obstructions found.
  8. Gently push the carriage to the left, and then to the right, to make sure the carriage moves freely across the width of the product.
  9. Close the cartridge door.
    Figure 5: Close the cartridge door
    Illustration: Close the cartridge door
  10. Reconnect the power cord to the rear of the product.
  11. Reconnect the power cord to the wall outlet.
  12. Press the Power button () to turn on the product.

Step two: Print a self-test report

A self-test report determines if the product hardware functions correctly.
  1. Load plain white paper into the input tray.
  2. Press the Setup button (). The Setup menu opens.
  3. Press the arrow button to select Tools, and then press OK.
  4. Press the arrow button to select Self-Test Report, and then press OK. The self-test report prints.
  • If these steps resolved the issue, and the self-test report prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the self-test report does not print, continue with the next solution.

Solution four: Remove and reinstall the cartridges

Improper placement or installation of the cartridges can cause the product to indicate a carriage jam error. Follow these steps to remove and then reinstall the cartridges.

Step one: Remove the cartridges

  1. Press the Power button () to turn on the product.
  2. Open the cartridge door. The carriage moves to the far right side of the product.
    Figure 6: Open the cartridge door
    Illustration: Open the cartridge door
    CAUTION:Wait until the carriage is idle and silent before you continue.
  3. Lightly press down on a cartridge to release it from its slot, and then pull the cartridge outward to remove it.
    Figure 7: Remove the cartridges
    1 - Cartridge slot for the tri-color cartridge
    2 - Cartridge slot for the black or photo cartridge
    CAUTION:Do not touch the copper-colored contacts or ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.
  4. Place the cartridge with the nozzles facing up on a sheet of clean paper.
  5. Repeat these steps to remove the other cartridge from the product.
  6. Check for obstructions under and around the carriage. Remove any obstructions.

Step two: Reinstall the cartridges

  1. Slide the cartridge back into the slot, and then push it forward until it clicks into place.
    Figure 8: Reinstall the cartridge
    Illustration: Reinstall the cartridge
    • If you are installing the tri-color cartridge, slide it into the left slot.
    • If you are installing a black or photo cartridge, slide it into the right slot.
  2. Close the cartridge door.
    Figure 9: Close the cartridge door
    Illustration: Close the cartridge door

Step three: Print a self-test report

A self-test report determines if the product hardware functions correctly.
  1. Load plain white paper into the input tray.
  2. Press the Setup button (). The Setup menu opens.
  3. Press the arrow button to select Tools, and then press OK.
  4. Press the arrow button to select Self-Test Report, and then press OK. The self-test report prints.
  • If these steps resolved the issue, and the self-test report prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the self-test report does not print, continue with the next solution.

Solution five: Plug the product directly into a wall outlet

Plug the product directly into a wall outlet to make sure the power source functions correctly.

Step one: Plug the product directly into a wall outlet

  1. Disconnect the power cord from the rear of the product.
  2. Disconnect the power cord from any power strips or surge suppressors, and then plug it directly into a wall outlet.
  3. Reconnect the power cord to the rear of the product.
  4. Press the Power button () to turn on the product.
  5. Try to print a self-test report. See the steps on how to print a self-test report at the beginning of this document.
    NOTE:If the product prints when plugged directly into a wall outlet, the power strip or surge suppressor might not allow enough voltage to reach the product.

Step two: Print a self-test report

A self-test report determines if the product hardware functions correctly.
  1. Load plain white paper into the input tray.
  2. Press the Setup button (). The Setup menu opens.
  3. Press the arrow button to select Tools, and then press OK.
  4. Press the arrow button to select Self-Test Report, and then press OK. 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.

Solution six: Perform a power reset

Use the following steps to reset the product.

Step one: Reset the product

  1. Press the Power button () to turn off the product.
    NOTE:The product might not turn off after pressing the Power button. Continue to the next step regardless.
  2. Disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the electrical outlet.
  4. Wait 30 seconds.
  5. Replug the power cord into the electrical outlet.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button () to turn on the product.

Step two: Print a self-test report

A self-test report determines if the product hardware functions correctly.
  1. Load plain white paper into the input tray.
  2. Press the Setup button (). The Setup menu opens.
  3. Press the arrow button to select Tools, and then press OK.
  4. Press the arrow button to select Self-Test Report, and then press OK. 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 experience a different issue with your printer, go to HP Product Support Home Page , and then search for another document that relates to the issue you are experiencing.
    NOTE:If the page displays in the wrong region or language, click the Region - Language link in the upper right corner of your browser. Then you can select the correct region and language.
  • If the product does not print a test page, there is an issue with the product hardware. Continue to the next solution.

Solution seven: 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).
HP Photosmart C5280 All-in-One Printer

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