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HP Officejet 6500A Plus e-All-in-One Printer - E710n 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 removing 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.
IMPORTANT: You must follow these solutions in the order presented to resolve the issue.
Follow these steps to turn the product off and 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 on the product.
    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.
The following video demonstrates how to print a self-test report.
NOTE:This video shows the HP Officejet 6500. The outside of the product might not look the same as your product, but the steps are the same.
If you have trouble viewing the video, or to view the video in a different size,
  1. Load Letter or A4, unused, plain white paper into the input tray.
  2. On the product control panel, touch the Right Arrow ( ) to display the second navigation screen.
  3. Touch the Setup icon ( ). The Setup Menu displays.
  4. Touch the Down Arrow ( ), and then touch Reports .
  5. Touch Print Quality Report . The print quality diagnostic report prints.
    Figure 1: Example of a print quality report
    Image of a print quality 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.
Follow these steps to clear the paper jam from the rear of the product.
CAUTION:Trying to clear a paper jam from the front of the product can damage the print mechanism. Gain access to and clear paper jams through the rear 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 removing loose paperIllustration 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

Use the correct method for your product to clear a paper jam from the rear of the product.
  1. Press the Power button ( ) to turn on the product.
  2. While the product is still on, disconnect the power cord from the rear of the product.
  3. Turn the product so that the rear of it faces you.
  4. Remove the rear access door. Push the left end of the rear access door to the right, and then pull the door towards you.
    Figure 2: Remove the rear access door
    Illustration of removing the rear access door
  5. Gently remove any jammed paper or bits of torn paper from the rollers inside the product. Use both hands to pull any whole sheets of paper to avoid tearing them.
    Figure 3: Remove the jammed paper
    Photograph of removing the jammed paper
    CAUTION:If the paper tears, remove the torn pieces from the rollers and wheels. If pieces of paper remain in the product, more paper jams are likely to occur. Check the rollers and wheels to make sure that they move freely.
    Figure 4: Remove torn pieces of paper
    Photograph of removing bits of paper
  6. Replace the rear access door. Slide the tabs into the notches on the right side of the product, and then gently push the door forward until it snaps into place.
    Figure 5: Reattach the rear access door
    Illustration of reattaching the rear access door
    1 - Slide the tabs into the notches
    2 - Push the door into the product
  7. Check the rear access door to make sure that it is installed correctly.
  8. Reconnect the power cord to the rear of the product.
  9. Press the Power button ( ) to turn on the product.
  1. Press the Power button ( ) to turn on the product.
  2. While the product is still on, disconnect the power cord from the rear of the product.
  3. Turn the product so that the rear of it faces you.
  4. Grasp the right end of the duplexer, slide it to the left, and then pull the duplexer towards you.
    Figure 6: Remove the duplexer
    Illustration of removing the duplexer
    1 - Slide the duplexer to the left
    2 - Pull it toward you
  5. Gently remove any jammed paper or bits of torn paper from the rollers inside the product. Use both hands to pull any whole sheets of paper to avoid tearing them.
    Figure 7: Remove the jammed paper
    Photograph of removing the jammed paper
    CAUTION:If the paper tears, remove the torn pieces from the rollers and wheels. If pieces of paper remain in the product, more paper jams are likely to occur. Check the rollers and wheels to make sure that they move freely.
    Figure 8: Remove torn pieces of paper
    Photograph of removing bits of paper
  6. Press down on the tabs at the ends of the duplexer to open the duplexer cover.
  7. Remove any jammed paper you find inside the duplexer.
    Figure 9: Duplexer interior
    Photo of duplexer interior
  8. Close the duplexer cover.
  9. Reinstall the duplexer. Slide the tabs into the notches on the left side of the product, and then gently push the door forward until it snaps into place.
    Figure 10: Reinstall the duplexer
    Illustration of reinstalling the duplexer
    1 - Slide the duplexer left
    2 - Push the duplexer into the product
  10. Reconnect the power cord to the rear of the product.
  11. Press the Power button ( ) to turn on the product.

Step three: Print a self-test report

Printing a self-test report verifies if the hardware functions correctly.
The following video demonstrates how to print a self-test report.
NOTE:This video shows the HP Officejet 6500. The outside of the product might not look the same as your product, but the steps are the same.
If you have trouble viewing the video, or to view the video in a different size,
  1. Load Letter or A4, unused, plain white paper into the input tray.
  2. On the product control panel, touch the Right Arrow ( ) to display the second navigation screen.
  3. Touch the Setup icon ( ). The Setup Menu displays.
  4. Touch the Down Arrow ( ), and then touch Reports .
  5. Touch Print Quality Report . The print quality diagnostic report prints.
    Figure 11: Example of a print quality report
    Image of a print quality 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.
If you cannot remove the paper jam from the rear of the product, follow these steps to remove the paper jam from the front.
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 one: Remove any loose paper

Remove any loose paperDo not pull jammed paper
Illustration of removing loose paperIllustration of warning to not pull jammed paper from under the cartridge access door

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

  1. Press the Power button ( ) to turn on the product.
  2. Disconnect the power cord from the rear of the product.
  3. Open the cartridge access door.
    Figure 12: Open the cartridge access door
    Illustration of opening the cartridge access door
  4. Gently pull any jammed paper out of the rollers.
    CAUTION:If the paper tears, remove the torn pieces from the rollers and wheels. If all the pieces of paper are not removed from the product, more paper jams are likely to occur.
  5. Close the cartridge access door.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button ( ) to turn on the product.

Step three: Print a self-test report

Printing a self-test report verifies if the hardware functions correctly.
The following video demonstrates how to print a self-test report.
NOTE:This video shows the HP Officejet 6500. The outside of the product might not look the same as your product, but the steps are the same.
If you have trouble viewing the video, or to view the video in a different size,
  1. Load Letter or A4, unused, plain white paper into the input tray.
  2. On the product control panel, touch the Right Arrow ( ) to display the second navigation screen.
  3. Touch the Setup icon ( ). The Setup Menu displays.
  4. Touch the Down Arrow ( ), and then touch Reports .
  5. Touch Print Quality Report . The print quality diagnostic report prints.
    Figure 13: Example of a print quality report
    Image of a print quality 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.
Follow these steps to make sure that the carriage can move freely.

Step one: Check the carriage path

  1. Open the cartridge access door. The carriage moves to the center of the product.
    Figure 14: Open the cartridge access door
    Illustration of opening the cartridge access door
  2. Disconnect the power cord from the rear of the product.
    CAUTION:You must unplug the power cord to move the carriage by hand and reset the paper feed mechanism without the risk of electrical shock.
  3. Unplug the power cord from the power source or electrical outlet.
  4. Check for any paper or object that might restrict the carriage.
    Figure 15: Example of paper that could restrict the carriage
    Photo of paper that could restrict the carriage
  5. Remove any paper or objects you find that restrict the movement of the carriage.
  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 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. Make sure that the carriage can move freely across the width of the product. Firmly push the carriage to the left, and then to the right.
  8. Close the cartridge access door.
  9. Reconnect the power cord to the rear of the product.
  10. Press the Power button ( ) to turn on the product.
  11. Try the print job again.

Step two: Print a self-test report

Printing a self-test report verifies if the hardware functions correctly.
The following video demonstrates how to print a self-test report.
NOTE:This video shows the HP Officejet 6500. The outside of the product might not look the same as your product, but the steps are the same.
If you have trouble viewing the video, or to view the video in a different size,
  1. Load Letter or A4, unused, plain white paper into the input tray.
  2. On the product control panel, touch the Right Arrow ( ) to display the second navigation screen.
  3. Touch the Setup icon ( ). The Setup Menu displays.
  4. Touch the Down Arrow ( ), and then touch Reports .
  5. Touch Print Quality Report . The print quality diagnostic report prints.
    Figure 16: Example of a print quality report
    Image of a print quality 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.
Follow these steps to clean the paper rollers to remove any debris, dirt, or paper scraps

Step one: Clean the rollers

  1. Gather the following:
    • 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)
    • Clean, lint-free cotton swabs
  2. Press the Power button ( ) to turn off the product.
  3. Disconnect the power cord from the rear of the product.
  4. Remove the rear access door. Push the left end of the rear access door to the right, and then pull the door towards you.
    Figure 17: Remove the rear access door
    Illustration of removing the rear access door
  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 then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure 18: The paper rollers
    Photograph of the paper rollers
  7. Look for the paper pick roller farther inside the rear access area.
    NOTE:Your product might look slightly different than the one pictured, but the steps are the same.
    Figure 19: Location of the pick rollers
    Photograph of location of pick rollers
  8. Dampen a cotton swab with distilled or bottled water, and then use it to thoroughly clean the pick rollers.
    Figure 20: A pick roller
    Photo of one of the pick rollers
  9. Clean the surface and rollers of the rear access door in the same way you cleaned the rollers inside the product.
  10. Allow the rollers to dry completely.
  11. Replace the rear access door. Slide the tabs into the notches on the right side of the product, and then gently push the door forward until it snaps into place.
    Figure 21: Reattach the rear access door
    Illustration of reattaching the rear access door
    1 - Slide the tabs into the notches
    2 - Push the door into the product
  12. Reconnect the power cord to the rear of the product.
  13. 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.
The following video demonstrates how to print a self-test report.
NOTE:This video shows the HP Officejet 6500. The outside of the product might not look the same as your product, but the steps are the same.
If you have trouble viewing the video, or to view the video in a different size,
  1. Load Letter or A4, unused, plain white paper into the input tray.
  2. On the product control panel, touch the Right Arrow ( ) to display the second navigation screen.
  3. Touch the Setup icon ( ). The Setup Menu displays.
  4. Touch the Down Arrow ( ), and then touch Reports .
  5. Touch Print Quality Report . The print quality diagnostic report prints.
    Figure 22: Example of a print quality report
    Image of a print quality report

Step one: Clean the rollers in the product

  1. Gather the following:
    • 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)
    • Clean, lint-free cotton swabs
  2. Press the Power button ( ) to turn off the product.
  3. Disconnect the power cord from the rear of the product.
  4. Grasp the right end of the duplexer, slide it to the left, and then pull the duplexer towards you.
    Figure 23: Remove the duplexer
    Illustration of removing the duplexer
    1 - Slide the duplexer to the left
    2 - Pull it toward you
  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 then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure 24: The paper rollers
    Photograph of paper rollers
  7. Look for the paper pick rollers farther inside the rear access area.
    NOTE:Your product might look slightly different than the one pictured, but the steps are the same.
    Figure 25: Location of the pick rollers
    Photograph of location of pick rollers
  8. Dampen a cotton swab with distilled or bottled water, and then use it to thoroughly clean the pick roller.
    Figure 26: The pick roller
    Photo of the pick roller
  9. Allow the rollers to dry completely.

Step two: Clean the rollers in the duplexer

  1. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  2. Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure 27: Exterior duplexer rollers
    Photograph of exterior duplexer rollers
  3. Press down on the two tabs at the ends of the duplexer to open the duplexer cover.
    Figure 28: Duplexer tab
    Photo of duplexer tab
  4. Clean the rollers inside the duplexer in the same manner as you cleaned the other rollers.
    Figure 29: Duplexer rollers
    Photograph of duplexer rollers
  5. Allow the rollers to dry completely.
  6. Reinstall the duplexer. Slide the tabs into the notches on the left side of the product, and then gently push the door forward until it snaps into place.
    Figure 30: Reinstall the duplexer
    Illustration of reinstalling the duplexer
    1 - Slide the duplexer left
    2 - Push the duplexer into the product
  7. Reconnect the power cord to the rear of the product.
  8. Press the Power button ( ) to turn on the product.

Step three: Print a self-test report

Printing a self-test report verifies if the hardware functions correctly.
The following video demonstrates how to print a self-test report.
NOTE:This video shows the HP Officejet 6500. The outside of the product might not look the same as your product, but the steps are the same.
If you have trouble viewing the video, or to view the video in a different size,
  1. Load Letter or A4, unused, plain white paper into the input tray.
  2. On the product control panel, touch the Right Arrow ( ) to display the second navigation screen.
  3. Touch the Setup icon ( ). The Setup Menu displays.
  4. Touch the Down Arrow ( ), and then touch Reports .
  5. Touch Print Quality Report . The print quality diagnostic report prints.
    Figure 31: Example of a print quality report
    Image of a print quality 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: 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.
    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.
  • 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/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.
  • If your product is out of warranty , fees might apply for contacting HP.
HP Officejet 6500A Plus e-All-in-One Printer - E710n

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