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HP Officejet 4620 e-All-in-One Printer support

A 'Paper Jam' Error Displays on the HP Officejet 4610 All-in-One, Officejet 4620, Deskjet Ink Advantage 4610, and Deskjet Ink Advantage 4620 e-All-in-One Printer Series

  • PrintPrint

Issue

The error message 'Paper Jam. Clear jam, and then touch OK' displays on the printer control panel. The Power button light might also blink fast.
If the error message 'The original has jammed or the document feeder (ADF) is dirty. To remove the original, open the ADF cover. To clean the ADF, see the user guide' displays on the printer control panel, click here for instructions on clearing an ADF paper jam .
Click the plus sign () for more information.

Experiencing frequent or recurring paper jams?

The following recommendations can help prevent recurring paper jams in your HP product:
  • Do not put any objects (such as paper clips, coins, or rubber bands) on top of the HP product that could potentially fall inside the input tray.
  • 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 width adjusters on the tray are correctly positioned before inserting paper into the product.
    CAUTION:Do not force paper into the tray.
  • Do not overload the tray with paper.
  • Only add paper to the tray when the product is not printing.
  • Make sure that 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.

Causes

The following factors can cause paper jams:
  • Foreign objects (such as paper clips, coins, or rubber bands) might have fallen into the input tray.
  • Paper loaded incorrectly in the paper tray.
  • Damaged or dirty paper rollers.
  • Torn, wrinkled, or damp paper loaded in the paper tray.
  • The access door (on the rear or underside of the product) might not be closed securely.
  • 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.
Important: You must follow these solutions in the order presented to resolve the issue.
Follow these steps to restart the printer, and then try to print a test page.

Step one: Turn the printer off and on

  1. Press the Power button to turn off the printer.
  2. Wait 60 seconds.
  3. Press the Power button to turn on the printer.
    NOTE:The printer might go through a warm-up period which can last up to one minute. Wait until the printer is idle and silent before continuing.
    • If the paper jam error message displays after powering back up, press the button () next to OK, and then proceed to the next solution.
    • If the message does not display after powering back up, proceed to the next step.

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 Officejet 4620 e-All-in-One Printer series, 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 U.S. letter or A4 size paper in the tray.
  2. On the product control panel, press the Setup button ().
  3. Press the button () next to the Down Arrow ( ) until Reports displays next to OK, and then press the button next to OK.
  4. Press the button next to the Down Arrow () until Printer Status Report displays next to OK, and then press the button next to OK again. The test page prints.
  • 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 printer rests on a flat, level surface.

Step one: Check the surface the printer rests on

  1. Make sure that the surface the product rests on is flat, level, and hard.
  2. Make sure that part of the product's base does not rest on anything that might cause the product to tilt, even slightly.
  3. Pull out the paper tray.
  4. Load 10 sheets of U.S. letter or A4 plain white paper in the paper tray.
  5. Push the paper tray back into the product.

Step two: Print a self-test report

Follow these steps to print a test page.
  1. Load plain white U.S. letter or A4 size paper in the tray.
  2. On the product control panel, press the Setup button ().
  3. Press the button () next to the Down Arrow ( ) until Reports displays next to OK, and then press the button next to OK.
  4. Press the button next to the Down Arrow () until Printer Status Report displays next to OK, and then press the button next to OK again. The test page prints.
  • 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.
The following steps require the use of a flashlight to identify any jammed paper from the cartridge access area, the cleanout area, and from underneath the printer.

Video of clearing a paper jam

The following video demonstrates how to clear a paper jam.
NOTE:This video shows the HP Officejet 4620 e-All-in-One Printer series, 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 .

Step one: Clear the jam from the cartridge access area

Follow these steps to remove jammed paper from inside the cartridge access area.
  1. Press the Power button to turn on the printer, if it is not already turned on.
  2. Locate the slots on the sides of the printer.
    Figure 1: Locate the slots on the sides of the printer
    Image: Locate the slots on the sides of the printer
  3. Place your fingers in the two slots on the sides of the printer, and then lift the cartridge access door. The carriage moves into the cartridge access area.
    Figure 2: Open the cartridge access door
    Image: Open the cartridge access door
  4. Disconnect the power cord from the rear of the printer.
    WARNING:Do not reach into the cartridge access area when the printer is plugged into an electrical outlet.
  5. Disconnect the USB cable from the rear of the printer if you have a USB connection to the computer.
  6. Gently remove any jammed paper from the cartridge access area. To avoid tearing any whole sheets of paper, pull the paper with both hands.
  7. Use a flashlight to thoroughly check for torn pieces of paper that might remain in the cartridge access area. If any torn pieces of paper remain inside the printer, more jams are likely to occur.
    Use a flashlightPaper jammed in carriage path
    Image: Use a flashlightImage: Paper jammed in carriage path
  8. Slide the carriage to the right side of the cartridge access area, and then inspect the left side of the cartridge access area for torn pieces of paper that might remain inside the printer.
  9. Remove any torn pieces of paper you find.
  10. Slide the carriage to the left side of the cartridge access area, and then inspect the right side of the cartridge access area for torn pieces of paper that might remain inside the printer.
  11. Remove any torn pieces of paper you find.

Step two: Clear the jam from inside the cleanout door

Follow these steps to remove any jammed paper from the cleanout door.
  1. Make sure that the power is off and that the power cord is disconnected from the rear of the printer.
    WARNING:Do not reach into the cartridge access area when the printer is plugged into an electrical outlet.
  2. Make sure the USB cable is disconnected from the rear of the printer, if you have a USB connection to the computer.
  3. With the cartridge access door open, locate the cleanout door. The door is behind the cartridge access area towards the rear of the printer.
    Figure 3: The cleanout door
    Image: The cleanout door
  4. Pull the cleanout door up and then out to remove it from the printer.
    Figure 4: Remove the cleanout door
    Image: Remove the cleanout door.
  5. Gently remove any jammed paper. To avoid tearing any whole sheets of paper, pull the paper with both hands.
    Figure 5: Remove any jammed paper
    Image: Remove any jammed paper
  6. 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 printer, more jams are likely to occur.
    Figure 6: Use a flashlight
    Image: Use a flashlight
  7. Remove any torn pieces of paper you find.
  8. Gently reinsert the cleanout door into the cleanout area, and then press down on the handle until the door snaps into place.
  9. Close the cartridge access door.
    Figure 7: Reinsert the cleanout door and close the cartridge access door
    Image: Reinsert the cleanout door, and then close the cartridge access door
    1 - Insert the cleanout door into the cleanout area
    2 - Push down on the door handle until the door snaps into place
    3 - Close the cartridge access door

Step three: Check to see if the cleanout door is warped

Check if the cleanout door is warped inward by placing an object with a straight edge, such as a ruler, across the front edge of the cleanout door.
Figure 8: Example of a warped cleanout door
Image: Example of a warped cleanout door.
Figure 9: Example of a cleanout door in good condition
Image: Example of a cleanout door in good condition.
  • If the cleanout door is not warped and there is still an issue, skip to the step to clear the jam from underneath the printer.
  • If the cleanout door is warped, continue to the next step to replace the cleanout door.

Step four: Replace the cleanout door

If the cleanout door is warped, contact HP for a replacement.
Click Contact HP on this page for more support options.

Step five: Clear the jam from underneath the printer

  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. Turn the printer onto its right side so that you can access its underside.
    CAUTION:Before turning the printer, use your hand to secure the scanner lid.
  4. Slide the paper tray out until it stops.
  5. Gently remove any jammed paper and bits of torn paper from the input tray area and from underneath the printer. To avoid tearing any whole sheets of paper, pull the paper with both hands.
    Figure 10: Remove paper from underneath the printer
    Image: Remove paper from  underneath the printer
  6. 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 are likely to occur.
    Figure 11: Use a flashlight
    Image: Use a flashlight
  7. Remove any torn pieces of paper you find.
  8. Slide the paper tray back in until it stops.
  9. Return the printer to its normal position.
  10. Open the cartridge access door, and then look inside the printer for any loose objects that might have shifted when you turned the printer over. Remove any loose objects you find.
  11. Close the cartridge access door.
    Figure 12: Close the cartridge access door
    Image: Close the cartridge access door
  12. Reconnect the power cord to the rear of the printer.
  13. Press the Power button to turn on the printer.

Step six: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.
Follow these steps to print a test page.
  1. Load plain white U.S. letter or A4 size paper in the tray.
  2. On the product control panel, press the Setup button ().
  3. Press the button () next to the Down Arrow ( ) until Reports displays next to OK, and then press the button next to OK.
  4. Press the button next to the Down Arrow () until Printer Status Report displays next to OK, and then press the button next to OK again. The test page prints.
  • 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 cause paper jams and paper feed issues. Follow these steps to clean the paper rollers.

Step one: Clean the rollers inside the cartridge access area

Follow these steps to clean the rollers inside the cartridge access area.
  1. Gather the following materials:
    • A clean, lint-free swab that will not come apart or leave fibers.
    • Distilled, filtered, or bottled water (tap water might damage the printer).
  2. Press the Power button to turn off the printer.
  3. Disconnect the power cord from the rear of the printer.
  4. Locate the slots on the sides of the printer.
    Figure 13: Locate the slots on the sides of the printer
    Image: Locate the slots on the sides of the printer
  5. Place your fingers in the two slots on the sides of the printer, and then lift the cartridge access door.
    Figure 14: Open the cartridge access door
    Image: Open the cartridge access door
  6. With the cartridge access door open, locate the cleanout door. The door is behind the cartridge access area towards the rear of the printer.
    Figure 15: The cleanout door
    Image: The cleanout door
  7. Lightly dampen the swab with the water, and then squeeze any excess liquid from the swab.
  8. Pull the cleanout door up and then out to remove it from the printer.
    Figure 16: Remove the cleanout door
    Image: Remove the cleanout door.
  9. Press the swab against the rollers inside the printer, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure 17: Clean the rollers inside the printer
    Image: Clean the rollers inside the printer
  10. Allow the rollers to dry for 10 to 15 minutes.
  11. Check the rollers on the cleanout door. 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 door.
    Figure 18: Check the rollers on the cleanout door
    Image: Check the rollers on the cleanout door
  12. Gently reinsert the cleanout door into the cleanout area, and then press down on the handle until the door snaps into place.
  13. Close the cartridge access door.
    Figure 19: Reinsert the cleanout door and close the cartridge access door
    Image: Reinsert the cleanout door, and then close the cartridge access door
    1 - Insert the cleanout door into the cleanout area
    2 - Push down on the door handle until the door snaps into place
    3 - Close the cartridge access door

Step two: Clean the pick rollers

Follow these steps to clean the pick rollers.
  1. Gather the following materials:
    • A clean, lint-free cloth that will not come apart or leave fibers.
    • Distilled, filtered, or bottled water (tap water might damage the printer).
  2. Press the Power button to turn off the printer.
  3. Disconnect the power cord from the rear of the printer, if it is not disconnected already.
  4. Turn the printer onto its right side so that you can access its underside.
    CAUTION:Before turning the printer, use your hand to secure the scanner lid.
  5. Slide out the paper tray until it stops.
    Figure 20: Slide out the paper tray
    Image: Slide out the paper tray
  6. Locate the two pick rollers. They are near the center of the printer behind the paper feed rollers.
    Figure 21: Locate the pick rollers
    Image: Locate the pick rollers
  7. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  8. Press the cloth against the pick rollers, and then rotate the rollers upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
  9. Allow the rollers to dry completely.
  10. Slide the paper tray back in until it stops.
  11. Return the printer to its normal position.
  12. Open the cartridge access door, and then look inside the printer for any loose objects that might have shifted when you turned the printer over.
    Figure 22: Open the cartridge access door
    Image: Open the cartridge access door
  13. Remove any loose objects you find.
  14. Close the cartridge access door.
    Figure 23: Close the cartridge access door
    Image: Close the cartridge access door
  15. Reconnect the power cord to the rear of the printer.
  16. Press the Power button to turn on the printer.

Step three: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.
Follow these steps to print a test page.
  1. Load plain white U.S. letter or A4 size paper in the tray.
  2. On the product control panel, press the Setup button ().
  3. Press the button () next to the Down Arrow ( ) until Reports displays next to OK, and then press the button next to OK.
  4. Press the button next to the Down Arrow () until Printer Status Report displays next to OK, and then press the button next to OK again. The test page prints.
  • 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 reset the HP printer, which clears a false paper jam error.

Step one: Reset the printer

Follow these steps to 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 Printer Status Report

Print a test page to make sure that the hardware functions correctly.
Follow these steps to perform a self test report.
  1. Load plain white U.S. letter or A4 size paper in the tray.
  2. On the product control panel, press the Setup button ().
  3. Press the button () next to the Down Arrow ( ) until Reports displays next to OK, and then press the button next to OK.
  4. Press the button next to the Down Arrow () until Printer Status Report displays next to OK, and then press the button next to OK again. The test page prints.
  • 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.
Contacting HP for service in 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 to obtain service.
  • If your product is out of warranty, Contact HP to find an authorized service provider or to setup service (fees might apply).