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HP Photosmart C4640 All-in-One Printer support

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

  • PrintPrint

Issue

While printing, the printer stops feeding pages and a 'Paper Jam ' message displays on the printer control panel.
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.

Video of how to print a Printer Status Report

The following video demonstrates how to print a Printer Status Report for your printer.
NOTE:This video shows the HP Photosmart C4795 All-in-One Printer, but if this isn't your model, the steps are the same for your printer.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
How to print a Printer Status Report
  1. Load plain white paper in the input tray.
  2. Touch the lower-left corner of the control panel 4 times until Support Menu displays on the control panel, and then touch OK .
    NOTE:The OK button becomes visible when you access the Support Menu
    Figure 1: Touch the lower left of the control panel
    Illustration highlighting lower-left corner of the control panel
    1 - Lower-left corner of the control panel
  3. Touch the Menu button next to Support in the upper-right corner of the control panel ( ) until Reports Menu displays, and then touch OK .
  4. Touch the button in the upper-right corner of the control panel ( ) until Printer Status Report displays, and then touch OK .
    The printer prints the test page.
Important : Try to print a test page after every solution even if the solution resolves the issue.

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.

Solution one: Clear the paper jam

Follow these steps to clear a paper jam from the printer.

Step one: Remove any 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.

Step two: Clear the jam from the rear of the printer

CAUTION: Never lift the front cover and pull jammed paper out from inside the printer if you can pull it from the rear of the printer or the paper tray. Pulling paper from inside the front cover can cause mechanical damage to the printer.
  1. Press the Power button to turn off the printer.
  2. Disconnect the power cord from the rear of the printer.
  3. Press in the tab on the left side of the rear access door to release the door. Remove the door by pulling it away from the printer.
    Figure 2: Remove the rear access door
    Image: Remove the rear access door.
  4. Gently pull the paper out of the rollers.
    CAUTION:If the paper tears while removing it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur.
    Figure 3: Check the printer for bits of torn paper
    Image: Check the printer for bits of torn paper.
  5. Reattach the rear access door. Gently push the door forward until it snaps into place.
    Figure 4: Reattach the rear access door
    Image: Reattach the rear access door.

Step three: Clear the jam from the front of the printer

Follow these steps to remove the paper jam from the front of the printer.
CAUTION: Remove the paper carefully. If the paper tears, part of it might remain inside the paper path and damage the printer. Carefully remove all traces of paper that you can find.
  1. Open the cartridge access door.
    Figure 5: Open the cartridge access door
    Image: Open the cartridge access door.
  2. Gently pull the paper out from under the front cover.
    Figure 6: Pull the paper from under the front cover
    Image: Pull the paper from under the front cover.
    CAUTION:Slowly pull the paper out from under the front cover only as a last resort. If you can pull it from the rear of the printer or inside the paper tray, never lift the front cover and pull jammed paper out from the inside the printer.Pulling the paper out quickly increases the chances of damaging the printer. Remove the paper slowly .
  3. Close the cartridge access door.
    Figure 7: Close the cartridge access door
    Image: Close the cartridge access door.
  4. Reconnect the power cord to the rear of the printer.
  5. Press the Power button to turn the printer on.

Step four: Print a Printer Status Report

Print a test page. 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 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 the printer on.
  2. With the printer turned on, open the cartridge access door. The carriage might try to move into the access area. If so, allow the carriage to move to that position
    Figure 8: Open the cartridge access door
    Image: Open the cartridge access door.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
    CAUTION:You must disconnect the power cord to move the carriage by hand without the risk of an electrical shock.
  4. Disconnect the power cord from the power source or electrical outlet.
  5. Check for any torn paper or objects that might be stopping the carriage.
    NOTE:You might need a flashlight to illuminate areas for proper viewing.
    Figure 9: Example of obstruction blocking the carriage
    Image: Example of obstruction blocking the carriage
  6. Remove any loose paper or obstructions found.
    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 printer. If pieces of paper remain in the printer, more paper jams can occur.
  7. Reach inside the printer, and then manually move the carriage.
    • If the carriage is stuck on the right side of the printer , move the carriage to the left side of the printer.
    • If the carriage is stuck on the left side of the printer , move the carriage to the right side of the printer.
    • If the carriage is stuck in the middle of the printer , move the carriage to the right side of the printer.
  8. Make sure that the carriage can move freely across the width of the printer. Firmly push the carriage to the left side of the printer, and then to the right side.
  9. Close the cartridge access door.
    Figure 10: Close the cartridge access door
    Image: Close the cartridge  access door.
  10. Reconnect the power cord to the rear of the printer.
  11. Plug the power cord into the power source or electrical outlet.
  12. Press the Power button to turn on the printer.

Step two: Print a Printer Status Report

Print a test page. 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: Clean the paper rollers

Follow these steps to clean the paper rollers inside the printer.

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

  1. Press the Power button to turn off the printer.
  2. Disconnect the power cord from the rear of the printer.
  3. Press in the tab on the left side of the rear access door to release the door. Remove the door by pulling it away from the printer.
    Figure 11: Remove the rear access door
    Image: Remove the rear access door.
  4. Dampen a lint-free cloth with bottled or distilled water, and then squeeze any excess water from the cloth.
  5. Press the cloth against the rollers and rotate them upward with your fingers. Apply a moderate amount of pressure to remove dust or dirt buildup.
    Figure 12: Clean the paper rollers
    Image: Clean the paper rollers.
  6. Allow the rollers to dry for 10 or 15 minutes.
  7. Reattach the rear access door. Gently push the door forward until it snaps into place.
    Figure 13: Reattach the rear access door
    Image: Reattach the rear access door.
  8. Reconnect the power cord to the rear of the printer.
  9. Press the Power button to turn on the printer.

Step two: Print a Printer Status Report

Print a test page. 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 four: Reset the printer

Follow these steps to reset the printer.

Step one: Perform a power reset

  1. Press the Power button to turn on the printer.
  2. Disconnect the power cord from the rear of the printer.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord into the wall outlet.
  6. Reconnect the power cord to the rear of the printer.
  7. Press Power button to turn the printer on, if necessary.

Step two: Print a Printer Status Report

Print a test page. 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 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 printer

These steps apply to Asia Pacific.
If you have completed all the preceding steps and are still experiencing a problem, you may need further assistance from HP to remedy your concern.
Please contact HP using one of the options found in Contact 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.

Causes

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 Photosmart C4640 All-in-One Printer

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