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HP Photosmart e-All-in-One Printer - D110a Troubleshooting

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

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Issue

While printing, the product stops feeding pages and a 'Paper Jam ' message displays on the product control panel display or the computer.
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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 how to clear a paper jam.
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.

Solution one: Reset the product

Follow these steps to reset the product, and then try to print a test page.

Step one: Reset the product

  1. Press the Power button ( ) to turn on the product.
  2. With the product turned on , disconnect 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 Printer Status Report

Print a test page to make sure that the hardware functions correctly.

Video of printing a test page

The following video demonstrates how to print a printer status report.
NOTE:This video shows the HP Photosmart e-All-in-One Printer series (D110), but 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 .
  1. Load plain white paper in the input tray.
  2. Touch the button ( ) next to the Setup icon ( ) in the lower-left corner of the control panel.
  3. Touch the Right Arrow button ( ) to select Tools , and then touch OK .
  4. Touch the Right Arrow button ( ) to select Printer Status Report , and then touch OK . The product prints the test page.
  • 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 paper jam

Perform the following steps to clear a paper jam from the product.

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.
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

CAUTION:Never lift the front cover and pull jammed paper out from the inside the HP product if you can pull it from the rear of the HP product or the paper tray. Pulling paper from inside the front cover can cause mechanical damage to the HP product.
  1. Press the Power button ( ) to turn off the product.
  2. Disconnect the power cord from the rear of the product.
  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 product.
    Figure 1: Remove the rear access door
    Image of removing the rear access door
  4. 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 and wheels 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.
    Figure 2: Check the product for bits of torn paper
    Photograph of torn paper in the rollers
  5. Reattach the rear access door. Gently push the door forward until it snaps into place.
    Figure 3: Reattach the rear access door
    Illustration of reattaching the rear access door

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

Follow these steps to remove the paper jam from the front of the product.
CAUTION:Remove the paper carefully. If the paper tears, part of it might remain inside the paper path and damage the product. Carefully remove all traces of paper that you can find.
  1. Open the cartridge door.
    Figure 4: Open the cartridge door
    Illustration of opening the cartridge door.
  2. Gently pull the paper out from under the front cover.
    Figure 5: Pull the paper from under the front cover
    Illustration of pulling the paper from under the front cover
  3. Close the cartridge door.
    Figure 6: Close the cartridge door
    Illustration of closing 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 Printer Status Report

Print a test page to make sure that the hardware functions correctly.
  1. Load plain white paper in the input tray.
  2. Touch the button ( ) next to the Setup icon ( ) in the lower-left corner of the control panel.
  3. Touch the Right Arrow button ( ) to select Tools , and then touch OK .
  4. Touch the Right Arrow button ( ) to select Printer Status Report , and then touch OK . The product prints the test page.
  • 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 can move freely

Follow these steps to make sure that the carriage can move freely.

Step one: Check the carriage path

  1. Press the Power button ( ) to turn on the product.
  2. Open the cartridge door.
    Figure 7: Open the cartridge door
    Illustration of opening 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 the carriage by hand without the risk of an electrical shock.
  4. Disconnect the power cord from the power source or electrical 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 be restricting the carriage.
    NOTE:You might need a flashlight to illuminate areas for proper viewing.
    Figure 8: Example of obstruction
    Photograph of obstruction blocking the carriage
  6. Remove any loose paper or obstructions found.
  7. 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.
  8. Make sure that the carriage can move freely across the width of the product. Firmly push the carriage to the left side of the product, and then to the right side.
  9. Close the cartridge door.
    Figure 9: Close the cartridge door
    Illustration of closing the cartridge door
  10. Reconnect the power cord to the rear of the product.
  11. Plug the power cord into the power source or electrical outlet.
  12. Press the Power button ( ) to turn on the product.

Step two: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.
  1. Load plain white paper in the input tray.
  2. Touch the button ( ) next to the Setup icon ( ) in the lower-left corner of the control panel.
  3. Touch the Right Arrow button ( ) to select Tools , and then touch OK .
  4. Touch the Right Arrow button ( ) to select Printer Status Report , and then touch OK . The product prints the test page.
  • 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: Clean the paper rollers

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

Step one: Clean the rollers

  1. Disconnect the power cord from the rear 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 10: 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 11: 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.

Step two: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.
  1. Load plain white paper in the input tray.
  2. Touch the button ( ) next to the Setup icon ( ) in the lower-left corner of the control panel.
  3. Touch the Right Arrow button ( ) to select Tools , and then touch OK .
  4. Touch the Right Arrow button ( ) to select Printer Status Report , and then touch OK . The product prints the test page.
  • 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.
      Experiencing another issue?
      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.

Solution five: Service the All-in-One

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.