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HP Photosmart eStation All-in-One Printer - C510a 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 fixing a paper jam

View the following video or choose one of the topics below to learn how to clear a paper jam.
The following video demonstrates how to fix a paper jam.
NOTE:This video shows the HP Photosmart eStation All-in-One Printer (C510a). The outside of the printer might not look the same as your printer, but the steps are the same.
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 then 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. From the home screen on the product control panel, touch Menu ( ) on the top left side. A list of menu options displays.
  3. Touch Settings , and then touch Tools . The Printer Maintenance menu displays.
  4. From the Printer Maintenance menu, touch Printer Status Report . The product prints the report.
  • 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.

Video of printing a test page

The following video demonstrates how to print a test page.
NOTE:This video shows the HP Photosmart eStation All-in-One Printer(C510a). The outside of the printer might not look the same as your printer, but the steps are the same.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
Follow these steps to first clear the paper jam from the back 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 back 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
Illustration of loose paper in trayIllustration of how not to remove paper

Step two: Clear the paper jam from the rear of the product

  1. Press the Power button ( ) to turn off the product.
  2. Turn the product around to access the back of the product.
  3. Disconnect the power cord.
  4. Disconnect the USB cable.
  5. Remove the two-sided printing accessory (duplexer) from the back of the product. Push the right side of the duplexer to the left, and then pull out the duplexer to remove it. Set the duplexer aside.
    Figure 1: Remove the duplexer from the rear of the product
    Illustration of removing the duplexer
  6. Gently remove any jammed paper or bits of torn paper from the rollers inside the product. Use both hands to pull out any whole sheets of paper to avoid tearing them.
    Figure 2: Remove the jammed paper
    Photograph of removing jammed paper
    CAUTION:Use a flashlight to thoroughly 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 jams are likely to occur.
    Figure 3: Remove torn scraps of paper
    Photograph of removing scraps of paper
  7. Hold the duplexer in front of you, and then press the tabs on both sides of the duplexer to open it.
    Figure 4: Location of the tabs on the duplexer
    Illustration of the location of the tabs on the duplexer
  8. Gently pull any jammed paper out of the duplexer.
  9. Close the door of the duplexer.
  10. Reattach the duplexer to the back of the product. Insert the two pegs on the left side of the duplexer into the left side of the product, and then gently push the duplexer into place. Make sure that the duplexer is firmly attached.
    Figure 5: Reattach the duplexer to the back of the product
    Illustration of reattaching the duplexer to the back of the product

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

  1. If the product is not turned off, press the Power button ( ) to turn it off.
  2. Disconnect the power cord from the back of the product.
  3. Raise the output tray, and then check the input tray for any jammed paper.
  4. Carefully remove any jammed paper from the input tray, and then lower the output tray.
  5. Open the cartridge access door.
    Figure 6: Open the cartridge access door
    Illustration of opening the cartridge access door
  6. Manually move the carriage to one side of the product.
    WARNING:Do not reach into the product when it is on and the carriage is stuck. Always turn the product off before you remove any jam.
  7. If there is paper jammed in the product, gently remove the paper through the top of the product.
    NOTE:If the paper tears when you remove it, check for torn pieces of paper that might remain inside the product. If pieces of paper remain in the product, more paper jams might occur.
  8. Close the cartridge access door.
    Figure 7: Close the cartridge access door
    Illustration of closing the cartridge access door
  9. Reconnect the power cord to the back of the product.
  10. Press the Power button ( ) to turn on the product.

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. From the home screen on the product control panel, touch Menu ( ) on the top left side. A list of menu options displays.
  3. Touch Settings , and then touch Tools . The Printer Maintenance menu displays.
  4. From the Printer Maintenance menu, touch Printer Status Report . The product prints the report.
  • 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.
Use the following steps to make sure that the carriage moves freely.

Step one: Check the carriage path

  1. If the product is not turned on, press the Power button ( ) to turn it on.
  2. Open the cartridge access door. The carriage might try to move into the access area. If it does, allow it to move to that position.
    Figure 8: Open the cartridge access door
    Illustration of opening the cartridge access door
  3. With the product turned on, disconnect the power cord from the rear of the product.
  4. Unplug the power cord from the power source or electrical outlet.
    WARNING:You must unplug the power cord to move the carriage by hand and reset the paper feed mechanism without the risk of electrical shock.
  5. Check for any paper or objects that might be restricting the carriage, and then remove any paper or objects that you find.
    NOTE:If the paper tears when you remove it, check for torn pieces of paper that might remain inside the product. If pieces of paper remain in the product, more paper jams might occur.
  6. Reach inside the product through the cartridge access door, and then manually move the carriage.
    • If the carriage is stuck on the right side , move the carriage to the left side of the product.
    • If the carriage is stuck on the left side , move the carriage to the right side of the product.
    • If the carriage is stuck in the middle , move the carriage to the right.
  7. Make sure that the carriage can move freely across the width of the product by gently pushing the carriage to the left, and then to the right.
  8. Close the cartridge access door.
    Figure 9: Close the cartridge access door
    Illustration of closing the cartridge access door
  9. Reconnect the power cord to the back of the product.
  10. Plug the power cord back into the power source or electrical outlet.
  11. Press the Power button ( ) to turn on the product.

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. From the home screen on the product control panel, touch Menu ( ) on the top left side. A list of menu options displays.
  3. Touch Settings , and then touch Tools . The Printer Maintenance menu displays.
  4. From the Printer Maintenance menu, touch Printer Status Report . The product prints the report.
  • 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.
Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues. Follow these steps to clean the paper feed rollers.

Step one: Clean the rollers

  1. Gather the following materials:
    • A clean, lint-free cloth, or any cloth that will not come apart or leave fibers
    • Distilled, filtered, or bottled water (tap water might damage the product)
  2. Press the Power button ( ) to turn off the product.
  3. Disconnect the power cord from the back of the product.
  4. Remove the two-sided printing accessory (duplexer) from the back of the product. Push the right side of the duplexer to the left, and then pull out the duplexer to remove it. Set the duplexer aside.
    Figure 10: Remove the duplexer from the rear of the product
    Illustration of removing the duplexer
  5. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  6. Press the cloth against the rollers and rotate them upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure 11: Clean the rollers
    Photograph of the rollers in the rear of the product
  7. Allow the rollers to dry for 10 or 15 minutes.
  8. Check the rollers on the duplexer. Make sure that the rollers are not missing, that they turn easily, and that they are springy when you press them. If the rollers are damaged, replace the duplexer.
    Figure 12: Check the rollers on the duplexer
    Photograph of rollers on the duplexer
  9. Reattach the duplexer to the back of the product. Insert the two pegs on the left side of the duplexer into the left side of the product, and then gently push the duplexer into place. Make sure that the duplexer is firmly attached.
    Figure 13: Reattach the duplexer to the back of the product
    Illustration of reattaching the duplexer to the back of the product
  10. Reconnect the power cord to the back of the product.
  11. If the product does not turn on automatically, press the Power button ( ) to turn it on.

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. From the home screen on the product control panel, touch Menu ( ) on the top left side. A list of menu options displays.
  3. Touch Settings , and then touch Tools . The Printer Maintenance menu displays.
  4. From the Printer Maintenance menu, touch Printer Status Report . The product prints the report.
  • 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: Perform a power reset

  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 self-test report

Printing a self-test report verifies if the hardware functions correctly.
  1. Load plain white paper in the input tray.
  2. From the home screen on the product control panel, touch Menu ( ) on the top left side. A list of menu options displays.
  3. Touch Settings , and then touch Tools . The Printer Maintenance menu displays.
  4. From the Printer Maintenance menu, touch Printer Status Report . The product prints the report.
  • 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 and regions except the Asia/Pacific/Japan region.
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 eStation All-in-One Printer - C510a

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