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HP Photosmart 5510 e-All-in-One Printer - B111a support

A 'Carriage Jam' Message Displays for HP Photosmart 5510 e-All-in-One Printer Series

  • PrintPrint

Issue

A 'Carriage Jam: Clear carriage jam' message displays on the product control panel. The carriage, which holds the cartridges, stalls in the product. A paper jam might have occurred previously.
You might also experience the following symptoms:
  • The product will not print.
  • The print job stops unexpectedly.

Solutions

When one of the solutions resolves the issue, there is no need to continue troubleshooting.

Video of clearing a carriage jam

The following video demonstrates how to clear a carriage 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 All-in-One

Follow these steps to reset the printer, and then try to print a self-test report.

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

Print a self-test report to make sure that the hardware functions correctly.
  1. On the product-control panel, touch the Right Arrow (), and then touch the Setup icon ().
  2. Touch Tools, and then touch Printer Status Report. The product prints the report.
    Figure 1: Printer Status Report
    Image of the Printer Status 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.

Solution two: Clear any jammed paper

A paper jam can cause the carriage to stall. Follow these steps to clear any jammed paper.

Step one: Clear the jam from the tray

If any jammed paper is accessible from the paper tray, follow these steps to remove the paper.
  1. Remove any loose sheets of paper from the tray.
  2. Gently remove any jammed paper and bits of torn paper from the tray. To avoid tearing any whole sheets of paper, pull the paper with both hands.
    NOTE:Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the tray. If any torn pieces of paper remain inside the product, more jams are likely to occur.
  3. Touch OK.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.

Step two: Clear the jam from the cartridge access area

Follow these steps to remove any jammed paper from the cartridge access area.
  1. Press the Power button () to turn off the product.
  2. Disconnect the power cord from the rear of the product.
    WARNING:You must disconnect the power cord before reaching inside the HP product to avoid risk of injuries or electric shock.
  3. Disconnect the USB cable from the rear of the product if you have a USB connection to the computer.
  4. Open the cartridge access door.
    Figure 2: Open the cartridge access door
    Image: Opening the cartridge access door
  5. Locate the cartridge access area.
    Figure 3: Locate the cartridge access area
    Image: The cartridge access area
  6. Gently remove any jammed paper and bits of torn paper from the cartridge access area. To avoid tearing any whole sheets of paper, pull the paper with both hands.
    NOTE:Use a flashlight to thoroughly check 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.

Step three: Clear the jam from inside the cleanout door

Follow these steps to remove jammed paper from inside the cleanout door.
  1. Make sure that the power is off and that the power cord is disconnected from the rear of the product.
  2. With the cartridge access door open, locate the cleanout door. The door is behind the cartridge access area.
    Figure 4: Locate the cleanout door
    Image: The cleanout door
  3. Pull the cleanout door up and out to remove it from the product.
    Figure 5: Remove the cleanout door from the product
    Image: Removing the cleanout door from the product
    1 - Lift the cleanout door up
    2 - Pull the cleanout door out
  4. Gently remove any jammed paper and bits of torn paper. To avoid tearing any whole sheets of paper, pull the paper with both hands.
    NOTE:Use a flashlight to thoroughly check for torn pieces of paper that might remain in the cleanout area. If any torn pieces of paper remain inside the product, more jams are likely to occur.
    Figure 6: Remove paper from the cleanout area
    Image: Removing paper from the cleanout area
  5. Reinsert the cleanout door. Gently push the door into the cleanout area until both latches snap into place.
  6. Close the cartridge access door.
    Figure 7: Close the cartridge access door
    Image: Closing the cartridge access door

Step four: Clear the jam from underneath the All-in-One

If you are unable to remove jammed paper from the cartridge access area or from inside the cleanout door, follow these steps to clear the jam from underneath the product.
  1. Press the Power button to turn off the printer if it is not off already.
  2. Disconnect the power cord from the rear of the printer if it is not disconnected already.
  3. Use your hands to secure the scanner lid, and then turn the printer onto its left side so that you can access its underside.
    CAUTION:Do not turn the printer upside down because ink might leak from the cartridges.
  4. Slide out the paper tray until it stops.
  5. Gently remove any jammed paper and bits of torn paper. To avoid tearing any whole sheets of paper, pull the paper with both hands.
    NOTE:Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more jams might occur.
    Figure 8: Remove paper from underneath the printer
    Image: Remove paper from  underneath the printer.
  6. Slide the tray in until it stops.
  7. Revert the printer to its normal position.
  8. Open the cartridge access door, and then look inside the printer for any loose objects that might have shifted when the printer was turned over. Remove any loose objects found.
  9. Close the cartridge access door.
    Figure 9: Close the cartridge access door
    Image: Close the cartridge access door.
  10. Reconnect the power cord to the rear of the printer.
  11. Press the Power button to turn on the printer.

Step five: Print a self-test report

Print a self-test report to make sure that the hardware functions correctly.
Click the plus sign () for more information.
  1. On the product control panel, touch the Right Arrow (), and then touch the Setup icon ().
  2. Touch Tools, and then 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 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 moves freely across the width of the product.

Step one: Check the carriage path for obstructions

  1. Press the Power button () to turn on the product if it is not on already.
  2. Open the cartridge access door.
    NOTE:The carriage might try to move into the access area. If it does, allow it to move to that position.
    Figure 10: Open the cartridge access door
    Image: 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:To avoid the risk of electrical shock, you must unplug the power cord before moving the carriage by hand and resetting the paper feed mechanism.
  5. Check for and remove any loose paper or objects that might be restricting the carriage.
    NOTE:Use a flashlight to thoroughly check 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.
  6. Reach into the cartridge access area, 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. Remove any loose paper or objects found.
  8. 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.
  9. Close the cartridge access door.
  10. Reconnect the power cord to the rear of the product.
  11. Plug the power cord back into the power source or electrical outlet.
  12. Press the Power button () to turn on the product.

Step two: Make sure that the posts in the cartridge parking area are not blocking the carriage

The carriage might move freely to the left and right even though the error displays on the control panel. Follow these steps to check if the posts are blocking the carriage.
NOTE:Consider using gloves to perform these steps.
  1. Unplug the power cord from the power source or electrical outlet.
  2. Open the cartridge access door.
    Figure 11: Open the cartridge access door
    Image: Open the cartridge access door.
  3. Reach into the cartridge access area, and then manually move the carriage to the left of the printer and then the right. The carriage should move completely underneath the cover on the right side of the printer.
    • If you cannot move the carriage completely underneath the cover on the right side of the printer, continue with these steps.
      Figure 12: Example of the carriage partially under the cover on the right side of the printer
      Image: Example of the carriage partially under the cover on the right side of the printer.
    • If you can move the carriage underneath the cover on the right side of the printer, skip to the next step to print a status report .
      Figure 13: Example of the carriage resting underneath the cover on the right side of the printer
      Image: Example of the carriage resting under the cover.
  4. Move the carriage to the left side of the printer, and then use a flashlight to look inside the printer under the right cover.
    Figure 14: Example showing where to look under the printer cover
    Image: Example showing where to look under the printer cover.
  5. Make sure that the posts are not blocking the carriage from moving all the way to the right.
    Figure 15: Example of posts that might be blocking the carriage
    Image: Example of the posts blocking the carriage.
  6. Use a long, slim object (such as the eraser-end of a pencil) to gently push in the post.
    Figure 16: Example of pushing in the post with a pencil
    Image: Example of pushing in the post with a pencil.
  7. Reach into the cartridge access area, and then manually move the carriage to the right of the printer. The carriage should move under the printer cover.
    WARNING:Do not lift up on the carriage.
    Figure 17: Push the carriage to the right
    Image: Push the carriage to the right.
    Figure 18: Example of the carriage resting under the cover
    Image: Example of the carriage resting under the cover.
  8. Close the cartridge access door.
    Figure 19: Close the cartridge access door
    Image: Close the cartridge access door.
  9. Reconnect the power cord to the rear of the printer.
  10. Plug the power cord back into the power source or electrical outlet.
  11. If the printer does not turn on automatically, press the Power button to turn it on.

Step three: Print a self-test report

Print a self-test report to make sure that the hardware functions correctly.
Follow these steps to print a self-test report.
  1. On the product control panel, touch the Right Arrow (), and then touch the Setup icon ().
  2. Touch Tools, and then 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 issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Step four: Make sure that the cartridges are not touching the printer cover

Follow these instructions to make sure that the cartridges do not touch the printer cover.
NOTE:If the cartridges are seated properly and there is a gap between the cartridges and the printer cover, the cartridges are seated correctly. Skip to the next solution.
  1. Press the Power button to turn on the printer if it is not already on.
  2. Open the cartridge access door.
    Figure 20: Open the cartridge access door
    Image: Open the cartridge access door.
  3. Check to see if any of the cartridges are jammed against the printer cover.
    Figure 21: A cartridge jammed against the printer cover
    Image: A cartridge jammed against the printer cover.
    The cartridges are seated properly if there is a gap between the cartridges and the printer cover. Continue to the next solution.
    Figure 22: Properly installed cartridges with a gap
    Image: Properly installed cartridges with a gap.
  4. Press the Power button to turn off the printer.
  5. Disconnect the power cord from the rear of the printer.
    WARNING:You must disconnect the power cord before reaching inside the HP printer to avoid risk of injuries or electric shock.
  6. Gently press down on the carriage, and then slide the carriage to the left so that the top of the magenta cartridge is visible.
    Figure 23: Press down on the front of the carriage, and then slide the carriage to the left
    Image: Press down on the front of the carriage, and then slide the carriage to the left
    NOTE:You might hear a click as the carriage drops.
  7. Gently press down on the carriage, and then slide the carriage to the right. All of the cartridges should rest under the printer cover.
    Important: Do not try to pull out the carriage.
  8. Reconnect the power cord to the rear of the printer.
  9. Plug the power cord back into the power source or electrical outlet.
  10. Press the Power button to turn on the printer. The carriage moves freely.
    Figure 24: The carriage moves freely
    Image: The carriage moves freely.
  11. Close the cartridge access door.
    Figure 25: Close the cartridge access door
    Image: Close the cartridge access door.

Step five: Print a self-test report

Print a self-test report to make sure that the hardware functions correctly.
Follow these steps to print a self-test report.
  1. On the product control panel, touch the Right Arrow (), and then touch the Setup icon ().
  2. Touch Tools, and then 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 issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution four: Remove and reinsert the cartridges

Improper placement or installation of the cartridges can cause the product to indicate a carriage jam error. Follow these steps to remove and then reinsert the cartridges.

Step one: Remove and reinsert the cartridges

  1. Press the Power button () to turn on the product if it is not on already. Wait until the product is idle and silent before continuing.
  2. Open the cartridge access door. The carriage moves to the access area.
    Figure 26: Open the cartridge access door
    Image: Opening the cartridge access door
  3. Press the tab on the front of the cartridge in to release it, and then pull up on the cartridge to remove it from the slot.
    Figure 27: Remove the cartridge from the slot
    Image: Remove the cartridge from the slot
  4. With the nozzle and contacts facing down, reinsert the cartridge into its slot. Press down on the cartridge until it clicks into place.
    Figure 28: Reinsert the cartridge
    Image: Insert the cartridge
  5. Repeat these steps to remove and reinsert the other cartridges.
  6. Close the cartridge access door.
    Figure 29: Close the cartridge access door
    Image: Closing the cartridge access door

Step two: Print a self-test report

Print a self-test report to make sure that the hardware functions correctly.
Follow these steps to print a self-test report.
  1. On the product control panel, touch the Right Arrow (), and then touch the Setup icon ().
  2. Touch Tools, and then 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.

Solution five: Plug the All-in-One directly into a wall outlet

Follow these steps to plug the product directly into a wall outlet, and then print a self-test report.

Step one: Plug the All-in-One directly into a wall outlet

Plug the product directly into an electrical outlet to make sure that the power source functions correctly.
  1. Disconnect the power cord from the rear of the product.
  2. Unplug the power cord from any power strip or surge suppressor.
  3. Plug the power cord directly into an electrical outlet.
  4. Reconnect the power cord to the rear of the product.
  5. Press the Power button () to turn on the product.

Step two: Print a self-test report

Print a self-test report to make sure that the hardware functions correctly.
Follow these steps to print a self-test report.
  1. On the product control panel, touch the Right Arrow (), and then touch the Setup icon ().
  2. Touch Tools, and then 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.

Solution six: Service the All-in-One

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 Photosmart 5510 e-All-in-One Printer - B111a

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