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

A 'Carriage Jam' Message Displays on the Control Panel

  • PrintPrint

Issue

A 'Carriage Jam: Clear carriage jam ' message displays on the printer control panel. The carriage, which holds the cartridges, stalls in the printer. A paper jam might have occurred previously.
You might also experience the following symptoms:
  • The printer does not print.
  • The print job stops unexpectedly.
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.
Click the plus sign () for more information.

Video of clearing a carriage jam

The following video demonstrates how to clear a carriage 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: Restart the printer

  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

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

Step one: Clear any 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 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 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 any jammed paper from inside the cleanout area and 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: Clear any jammed paper from underneath the printer

Follow these steps to clear any jammed paper 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. 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 11: 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 12: 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 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 printer 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 13: Open the cartridge access door
    Image: Open the cartridge access door.
  3. With the printer turned on , disconnect the power cord from the rear of the printer.
  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 printer. If any torn pieces of paper remain inside the printer, 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 printer , move the carriage to the left side of the printer.
    • If the carriage is stuck on the left side of the printer , move the carriage to the right side of the printer.
    • If the carriage is stuck in the middle of the printer , move the carriage to the right side of the printer.
  7. Remove any loose paper or objects found.
  8. Reach into the cartridge access area, and then manually move the carriage again to make sure that it moves freely across the width of the printer.
    If the carriage can move freely and the printer is new out of the box, then follow these steps to make sure that the cartridges are vented properly.
    Press the tab on the front of the cartridge inward to release it, and then pull up on the cartridge to remove it from the slot.
    Remove the cartridge from the slotImage: Remove the cartridge from the slot.
    Locate the vent area on the top of the cartridge.
    Vent area on the top of the cartridgeImage: Vent area on the top of the cartridge.
    If an orange pull tab is still attached, remove it.
    Orange pull tabImage: Orange pull tab.
    If a vent is clogged, clean it carefully with a pin.
    Figure 17: Properly vented
    Image: Clogged vent.
    Figure 18: Clogged vent
    Image: Unclogged vent.
    With the nozzle and contacts facing down, slide the cartridge into its slot. Press down on the cartridge until it clicks into place.
    Reinsert the cartridgeImage: Insert the cartridge.
    Repeat these steps to inspect the vents on each of the cartridges.
  9. Close the cartridge access door.
    Figure 20: Close the cartridge access door
    Image: Close the cartridge access door.
  10. Reconnect the power cord to the rear of the printer.
  11. Plug the power cord back into the power source or electrical outlet.
  12. If the printer does not turn on automatically, press the Power button to turn it on.

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 21: 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 22: 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 23: 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 24: 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 25: 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 26: 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 27: Push the carriage to the right
    Image: Push the carriage to the right.
    Figure 28: Example of the carriage resting under the cover
    Image: Example of the carriage resting under the cover.
  8. Close the cartridge access door.
    Figure 29: 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 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 , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.

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

NOTE:The cartridges are seated properly if there is a gap between the cartridges and the printer cover. If the cartridges are seated properly, 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 30: 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 31: A cartridge jammed against the printer cover
    Image: A cartridge jammed against the printer cover.
    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.
    Figure 32: Properly installed cartridges
    Image: Properly installed cartridges.
  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 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.
    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 33: The carriage moves freely
    Image: The carriage moves freely.
  11. Close the cartridge access door.
    Figure 34: Close the cartridge access door
    Image: Close the cartridge access door.

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

Step one: Remove and then reinsert the cartridges

  1. If the product is off, press the Power button ( ) to turn on the product. Wait until the product is idle and silent before continuing.
  2. Grasp the handles on either side of the cartridge access door, and then raise the door until it locks into place. The carriage moves to the access area.
    Figure 35: Open the cartridge access door
    Image: Open the cartridge access door.
  3. Press the tab on the front of the cartridge inward to release it, and then pull up on the cartridge to remove it from the slot.
    Figure 36: Remove the cartridge
    Image: Remove the cartridge.
  4. With the nozzle and the contacts facing down, push the cartridge into its slot. Press down on the cartridge until it clicks into place. Make sure that the color icon on the cartridge label matches the color icon on the slot.
    Figure 37: Insert the cartridge
    Image: Insert the cartridge.
  5. Repeat these steps to remove and reinsert the other cartridges.
  6. Close the cartridge access door.
    Figure 38: Close the cartridge access door
    Image: Close the cartridge access door.

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.
Follow these steps to plug the printer directly into a wall outlet, and then print a test page.

Step one: Plug the printer directly into a wall outlet

Plug the printer directly into an electrical outlet to make sure that the power source functions correctly.
  1. Disconnect the power cord from the rear of the printer.
  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 printer.
  5. Press the Power button to turn on the printer.

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.
Follow these steps to reset the printer.

Step one: Reset the printer

  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 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.