PrintIssue
Paper is jammed in the HP product and it does not print. The Power light (
) and the Resume light (
) on the control panel might also blink to indicate the paper jam.
) and the Resume light (
) on the control panel might also blink to indicate the paper jam. 
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.
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.
Print a self-test page
- Press the Power button (
) to turn the product on.
- Press and hold the Power button (
).
- Press the Cancel button (
) once. - Release both buttons.
IMPORTANT
: Try to print a self-test report after every solution even if the solution appears to resolve the issue.Video of clearing a paper jam
The following video demonstrates the steps on this page. The product in the video might not look exactly like your product, but the steps are the same.
If you have trouble viewing the video, or to the view the video in a different size,
click here
to play the video (in English) on YouTube.
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.
Step two: Clear the paper jam from the rear of the printer
- Disconnect the USB or Ethernet cable from the back of the product.
- Disconnect the power cord from the back of the product.
- Turn the product around to access the back.
- Press the buttons on the rear door to release it. If the product has a two-sided printing accessory (duplexer), press the buttons on the sides of the duplexer to release it. Then remove the door or duplexer by pulling it away from the product.
- Gently pull any jammed paper out of the rollers in the back of the product.CAUTION:Check the rollers and wheels for torn pieces of paper that might remain inside the device. If any pieces of paper remain in the product, more paper jams are likely to occur.
- Remove any paper from the top zone of the paper path.
- If the product has a duplexer, press the button on top of the duplexer to open the duplexer access door.
- Remove all traces of paper from inside the duplexer.
- Close the duplexer access door.
- Replace the rear door or the duplexer by gently pushing it forward into the product until it snaps into place.
Step three: Remove jammed paper from the front of the printer
- Carefully remove any jammed paper from the front of the product. Pull the paper out slowly using both hands.
- Gently remove any jammed paper from the rollers.
- If the product has tray 2 installed, look for jammed paper inside tray 2 and under the product:
- Pull out tray 2.
- Remove any jammed paper from tray 2 and from underneath the product if possible.
- Lift the product off of tray 2, and then remove any jammed paper from tray 2 and from underneath the product.
- Reposition the product onto tray 2.
- Reconnect the power cord.
- Reconnect the USB cable or the Ethernet cable.
- Press the Power button (
) to turn on the product.
- Touch OK to continue the print job.
NOTE:The product might go through a warm-up period of up to two minutes. Lights might flash and the carriage might move. Wait until the warm-up period is complete before continuing.
Step four: Make sure that the carriage can move freely
The carriage is the device that contains the printhead and moves from left to right during printing. The carriage might become stuck on either side or in the middle of the product. If this happens, follow these steps to remove any jammed paper and free the carriage.
- Reconnect the power cord to the back of the product.
- Press the Power button (
) to turn on the product.
- Open the top door.CAUTION:The carriage correctly rests in the product on the right side in a locked position. Do not mistake a locked carriage for a stuck carriage.
- If the carriage does not move to the left automatically, press and hold the Resume button (
) until the carriage moves to the left. Wait for the carriage to stop moving, make sure that the product is on, and then disconnect the power cord from the back of the product. Do not reconnect the cords until instructed to later.CAUTION:Make sure that the product is on before disconnecting the power cord. Failure to disconnect the power cord from the rear of the product can cause damage when removing jammed paper.
- Note where the carriage is stuck, and then look for jammed paper. Use a flashlight if necessary to look inside the product.
- Check for any paper or object that might restrict the carriage.If the carriage is stuck on the right side, follow these steps.Move the carriage all the way to the left side.Check the paper path and remove any paper still in the product.If the carriage is stuck on the left side, follow these steps:Move the carriage to the right side.Check the paper path and remove any paper still in the product.If the carriage is stuck in the middle, follow these steps:Check the paper path and remove any paper still in the product.Move the carriage to the right side.Check the paper path and remove any paper still in the product.
- Make sure that the carriage moves freely by gently pushing the carriage to the left and then to the right.
- Close the top door.
Step five: 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: Clean the paper rollers
Follow these steps to clear the paper rollers inside the HP product.
Step one: Clean the paper rollers
- Press the Power button (
) to turn off the product.
- Disconnect the power cord from the back of the product.
- Press the buttons on the rear door to release it. If the product has a two-sided printing accessory (duplexer), press the buttons on the sides of the duplexer to release it. Then remove the door or duplexer by pulling it away from the product.
- Dampen a lint-free cloth with bottled or distilled water, and then squeeze any excess water from the cloth
- 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.
- Allow the rollers to dry for 10 or 15 minutes.
- Replace the rear access door on the HP product.
- Reconnect the power cord to the back of the product.
- If the HP product does not turn on, press the Power button (
).
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: Perform a power reset
Follow these steps to reset the product.
Step one: Perform a power reset
- Press the Power button (
) to turn on the product. - With the product turned on , disconnect the power cord from the rear of the product.
- Unplug the power cord from the wall outlet.
- Wait at least 15 seconds.
- Plug the power cord back into the wall outlet.
- Reconnect the power cord to the rear of the product.
- 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 'Print a self-test report' section 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 solution.
- 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 five: Service the product
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 , click here to view additional printer support options starting as low as $20.
