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HP Deskjet 3520 e-All-in-One Printer support

A 'Paper Jam' Message Displays on the Control Panel

  • PrintPrint

Issue

During printing, the printer stops feeding pages, and the error message 'Paper Jam. Clear paper jam, then press OK' displays on the printer control panel. The Power button light () might also blink fast.
Click the plus sign () for more information.
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.
  • 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 printer) might not be closed securely.
  • Paper was added to a stack already in the tray while the HP printer was printing.
  • The tray contains more than one type of paper.
  • The paper is jammed inside the HP printer where you cannot see it.
  • The paper tray is warped.
  • An obstruction is blocking the paper path.
  • Torn pieces of paper from a previous jam are stuck in the printer.
  • 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.
When one of the solutions resolves the issue, there is no need to continue troubleshooting.

Video of clearing a paper jam

The following video demonstrates how to clear a paper jam.
NOTE:This video shows the HP Deskjet 3520 e-All-in-One printer, 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 .
Follow these steps to restart the printer, and then try to print a test page.

Step one: Turn the All-in-One off and on

  1. Press the Power button () to turn off the product.
  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 can last up to one minute. Wait until the product is idle and silent before continuing.

Step two: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.
  1. On the product control panel, press the Down Arrow () to select Settings, and then press OK.
  2. Press the Down Arrow () to select Tools, and then press OK.
  3. Press OK to select Printer Status Report. The product prints the report.
Figure 1: Example of a Printer Status Report
Image: Example of a 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.
Follow these steps to make sure that the product rests on a flat, level surface.

Step one: Check the surface the product 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

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.
  • 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 any jammed paper from the printer.

Step one: Clear jammed paper from the paper 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 paper tray.
  2. Gently remove any jammed paper and bits of torn paper from the paper 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 printer, more jams are likely to occur.
  3. On the printer control panel, press 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 jammed paper 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: Open the cartridge access door.
  5. Locate the cartridge access area at the front of the product.
    Figure 3: 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.
    CAUTION:When you remove the paper do not touch the white encoder strip attached to 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.
    Figure 4: Remove any jammed paper from the cartridge access area
    Image: Remove any jammed paper from the cartridge access area.

Step three: Clear jammed paper from inside the cleanout door and duplexer

Follow these steps to remove any jammed paper from inside the cleanout door and the duplexer.
  1. Press the Power button () to turn off the product, if it is not already off.
  2. Disconnect the power cord from the rear of the product, if it is not already disconnected.
  3. With the cartridge access door open, locate the cleanout door. The door is behind the cartridge access area.
    Figure 5: The cleanout door
    Image: The cleanout door.
  4. Pull the cleanout door up and out to remove it from the product.
    Figure 6: Remove the cleanout door
    Image: Remove the cleanout door.
    1 - Lift the cleanout door up
    2 - Pull the cleanout door out
  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 in the cleanout area. If any torn pieces of paper remain inside the product, more jams are likely to occur.
    Figure 7: Remove paper from the cleanout area
    Image: Remove paper from the cleanout area.
  6. Insert a finger into the duplexer cover hole, and then use your thumb to lift up the cover.
    Figure 8: Lift the duplexer cover
    Image: Lift the duplexer cover.
  7. Hold up the duplexer cover with one hand, and then gently remove any jammed paper and bits of torn paper with the other hand.
    NOTE:Use a flashlight to thoroughly check for torn pieces of paper that might remain in the duplexer area. If any torn pieces of paper remain inside the product, more jams are likely to occur.
    Figure 9: Remove any jammed paper from the duplexer
    Image: Remove any jammed paper from the duplexer.
    1 - Hold up the duplexer cover
    2 - Pull any jammed paper out
  8. Let the duplexer cover fall back into place.
  9. Reinsert the cleanout door. Gently push the door in until both latches snap into place.
  10. Close the cartridge access door.
    Figure 10: Close the cartridge access door
    Image: Close the cartridge access door.

Step four: 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 11: Example of a warped cleanout door
Image: Example of a warped cleanout door
Figure 12: 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 All-in-One.
  • If the cleanout door is warped, continue to the next step to replace the cleanout door.

Step Five: 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 six: Clear jammed paper from underneath the All-in-One

If you are unable to remove any jammed paper from the inside the printer, follow these steps to clear jammed paper from underneath the printer.
  1. Press the Power button () to turn off the product if it is not off already.
  2. Disconnect the power cord from the rear of the product if it is not disconnected already.
  3. Turn the product onto its right side so that you can access its underside.
    CAUTION:Before turning the printer onto its side, 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. 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.
    Figure 13: Remove paper from underneath the product
    Image: Remove paper from  underneath the product
  6. Slide the tray in until it stops.
  7. Turn the product over to its normal position.
  8. Open the cartridge access door, and then look inside the product for any loose objects that might have shifted when the product was turned over. Remove any loose objects found.
  9. Close the cartridge access door.
  10. Reconnect the power cord to the rear of the product.
  11. Press the Power button () to turn on the product.

Step seven: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.
  1. On the product control panel, press the Down Arrow () to select Settings, and then press OK.
  2. Press the Down Arrow () to select Tools, and then press OK.
  3. Press OK to select 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.
Follow these steps to make sure that the carriage moves freely across the width of the printer.

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 14: Open the cartridge access door
    Image: Open 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.
    Figure 15: Close the cartridge access door
    Image: 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. If the product does not turn on automatically, 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.
  1. On the product control panel, press the Down Arrow () to select Settings, and then press OK.
  2. Press the Down Arrow () to select Tools, and then press OK.
  3. Press OK to select 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.
The paper tray might not be inserted correctly. Follow these steps to see if the paper tray is inserted correctly.

Step one: Check the paper tray

Follow these steps to check the paper tray.
  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. Rotate the printer onto its right side so that you can access the underside of the printer.
    CAUTION:Before turning the printer onto its side, use your hand to secure the scanner lid.
  4. Check to see if the plastic tab on the underside of the paper tray is properly seated into the retainer on the printer. The paper tray fits securely into place when the tab is in the slot.
    Figure 16: Image of the tab on the paper tray before it is seated into the retainer on the printer
    Image: The tab on the paper tray before it is seated into the retainer on the printer.
    Figure 17: Image of the tab on the paper tray after it is seated into the retainer on the printer
    Image: The tab on the paper tray after it is seated into the retainer on the printer.
    If the paper tray is inserted correctly and there is still an issue, continue to the next solution to see if the paper tray is warped and needs to be replaced.
    If the paper tray is inserted incorrectly, continue with the next step to reinsert the paper tray.

Step two: Reinsert the paper tray

Follow these steps to reinsert the paper tray.
  1. Reinsert the paper tray into the printer until it fits securely into place.
  2. Rotate the printer back to its upright position.
  3. Reconnect the power cord to the rear of the printer.
  4. Plug the power cord back into the power source or electrical outlet.
  5. 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.
  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.
  2. On the product control panel, touch the Settings icon (), and then touch Tools.
  3. Touch Printer Status Report. 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.
The paper tray might be warped and need to be replaced. Follow these steps to see if the paper tray is warped.

Step one: Check to see if the paper tray is warped

Determine if the paper tray is warped on the outer edges or in the center by placing a straight edge object (like a ruler) across the rear of the paper tray.
NOTE:The paper tray is warped if there are gaps of more than 1 mm (.04 in) between the ruler and the paper tray.
Figure 18: Image of the paper tray warped downward on the outer edges
Image: The paper tray warped downward on the outer edges.
Figure 19: Image of the paper tray warped downward in the center
Image: The paper tray warped downward in the center.
Figure 20: Image of the paper tray warped upward in the center
Image: The paper tray warped upward in the center.
  • If the paper tray is not warped and there is still an issue, continue to the next solution.
  • If the paper tray is warped, continue to the next step to replace the paper tray.

Step two: Replace the paper tray

Replace the paper tray if it is warped.
Click Contact HP on this page for more support options.
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 swab 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 rear of the product.
  4. Open the cartridge access door.
    Figure 21: Open the cartridge access door
    Image: Open the cartridge access door.
  5. Pull the cleanout door up and out to remove it from the product.
    Figure 22: Remove the cleanout door from the product
    Image: Remove the cleanout door from the product.
    1 - Lift the cleanout door up
    2 - Pull the cleanout door out
  6. Lightly dampen the swab with the water, and then squeeze any excess liquid from the swab.
  7. Press the swab against the rollers inside the product, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure 23: Clean the rollers inside the product
    Image: Clean the rollers inside the product.
  8. Allow the rollers to dry for 10 to 15 minutes.
  9. 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 24: Check the rollers on the cleanout door
    Image: Check the rollers on the cleanout door
  10. Reinsert the cleanout door. Gently push the door into the cleanout area until both latches snap into place.
  11. Close the cartridge access door.
    Figure 25: Close the cartridge access door
    Image: Close the cartridge access door.
  12. Reconnect the power cord to the rear of the product.
  13. If the product does not turn on automatically, 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.
  1. On the product control panel, press the Down Arrow () to select Settings, and then press OK.
  2. Press the Down Arrow () to select Tools, and then press OK.
  3. Press OK to select 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 reset the HP printer, which will clear a false paper jam error.

Step one: Reset the All-in-One

  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.
  1. On the product control panel, press the Down Arrow () to select Settings, and then press OK.
  2. Press the Down Arrow () to select Tools, and then press OK.
  3. Press OK to select Printer Status Report. The product prints the report.
  • If these steps resolved the issue, and the test page prints, you can stop troubleshooting.
  • 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 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 Deskjet 3520 e-All-in-One Printer

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