this video explains how to fix your
printer when you have a paper jam error
message on your computer or on the
printer control
panel in the first part of this step
we'll remove a paper jam from the back
of the printer do not remove Jam paper
at this time begin by removing any loose
paper from the input or output tray
press the power button to turn off the
printer in some cases it may not turn
off whether or not the printer turns off
off in the next step we need to unplug
the printer turn to the back of the
printer remove the USB cable from the
printer unplug the power
cord then disconnect the other end of
the power cord from its power source
determine whether you have a rear access
panel or duplexer so that you can remove
whichever you have from the printer if
you have a rear access panel locate the
gray tab on the left side and push it
inward to disengage the latch pull
straight out and to the left to remove
the panel if you have a duplexer place
your hand on the right side and push
towards the left side of the printer
this will disengage the duplexer from
the printer pull straight out to remove
it check the rear area for jammed paper
if you see any paper remove it by
pulling evenly with both hands to avoid
tearing check the rollers and wheels for
torn pieces of paper that might remain
inside the printer
use a flashlight to thoroughly search
the rear of the printer to find all
small scraps of paper if any torn pieces
of paper remain inside the printer more
paper jams are likely to occur if you
have a duplexer let's check inside it
for any jams holding the duplexer with
two hands push down on the two tabs on
both ends to unlatch it remove any Jam
paper from inside the duplexer once all
the paper has been removed close the
cover until it snap snap shut reattach
the duplexer by inserting the left side
first into the back of the
printer with the left side in place push
the right side straight in until the
duplexer is securely locked in place if
you have a rear access panel you can
reinsert it by gently pushing the tabs
on the right side of the rear access
panel into the appropriate slots on the
printer Push the door forward until it
snaps into
place if you cannot remove the paper jam
from the back we will attempt to remove
it from the front turn to the front
again open the carriage access door
carefully remove any paper you see make
sure you get all the small pieces that
might have torn off check the rollers
and wheels for any remaining pieces of
paper you must remove all scraps of
paper to prevent future paper jams small
pieces of paper can easily stick in
places that are difficult to see use a
flashlight to thoroughly search left and
right inside the printer searching the
carriage path with a flashlight is an
important step in preventing future jams
don't worry if the carriage is in the
way on the right hand side we will show
you how to check this area shortly when
you've removed the paper close the
cartridge access door turn to the back
again reconnect the power cord into its
power source plug the power cord back
in turn to the front press the power
button to turn the printer back on next
load paper into the input tray until it
stops Slide the paper width guide inward
until it stops at the edge of the paper
do not push the guide in so tightly that
it starts to bend the paper try printing
a printer status report to see if the
issue is resolved on the touchscreen
control panel touch the right arrow to
show more options touch
setup touch the down arrow until the
reports option is
displayed touch reports and then touch
printer status report to print the
report if the printer status report
prints successfully the issue is
resolved you can reconnect the USB cable
and resume printing as normal if the
printer status report does not print go
on to the next
step use the following steps to make
sure the Carriage can move freely the
printer must still be on for these steps
to work open the cartridge access door
so that you can view the carriage The
Carriage might move into the access area
in the middle of the printer if so allow
it to move to that position turn to the
back while the printer is still on
disconnect the power cord from the
printer then disconnect the other end of
the power cord from its power source
turn to the front look inside the
printer to see where the carriage is
stuck check for obstructions around the
carriage that could prevent it from
moving you might need a flashlight to
illuminate areas for proper viewing
remove any obstructions that are
found reach inside the printer through
the cartridge access door and manually
move the carriage do not force the
carriage to move if it is in the docking
station on the right side of the unit
and you do not find any obstructions
that restrict its movement forcing The
Carriage to move might damage the
printer remove any obstructions that are
found while gently moving the
carriage ensure the carriage moves
freely from all the way to the right to
all the way to the left while the
carriage is on the left side look inside
the printer and check for obstructions
in the far right side of the carriage
path you might need a flashlight to
illuminate areas for proper viewing
again remove any obstructions that are
found once all obstructions are removed
and the carriage can move the full width
of the carriage path close the cartridge
access door turn to the back of the
printer reconnect the power cord into
its power source then reconnect the
other end of the power cord into the
printer turn to the front of the printer
if the printer does not automatically
turn on press the power button on the
control panel to turn on the printer
try printing a printer status report to
see if the issue is resolved on the
touchscreen control panel touch the
right arrow to show more options touch
setup touch the down arrow until the
reports option is
displayed touch reports and then touch
printer status report to print the
report if the printer status report
prints successfully the issue is
resolved you can reconnect the USB cable
and resume printing as normal if the
printer status report does not print Go
On To The Next Step Printer rollers get
dirty from dust paper fiber and other
debris in this step we'll clean the
rollers before you begin gather the
following cleaning materials clean
lint-free cloths and clean
water distilled or bottled water is
preferable but not required do not use
alcohol or other chemical cleaners
remove the paper from the input
tray press the power button to turn off
the printer turn to the back of the
printer unplug the power cord if you
have a rear access panel locate the gray
tab on the left side and push it inward
to disengage the latch pull straight out
and to the left to remove the panel if
you have a duplexer place your hand on
the right side and push towards the left
side of the printer this will disengage
the duplexer from the printer pull
straight out to remove it clean the
rollers visible in the printer with a
clean lintree cloth lightly moistened
with water the cloth should be damp but
not soaking
wet wipe each roller starting on the
right side of the roller and wiping to
the left use your finger to turn the
rollers up as you finish cleaning a
section of the roller make sure you
remove any buildup or debris from the
entire surface of the rollers
on the duplexer or rear acccess panel
check the hard plastic rollers note if
any rollers are missing don't roll
freely or are not springy when you push
on them these conditions could prevent
rollers from feeding paper properly and
mean that the duplexer or rear access
panel needs to be
replaced if you have a duplexer hold it
with two hands and push down on the two
tabs on both ends to unlatch it
clean the surface of the rollers in the
duplexer the same way you clean the
rollers inside the
printer allow the rollers of the
duplexer to dry for 10 to 15 minutes
reattach the duplexer by inserting the
left side first into the back of the
printer with the left side in place push
the right side straight in until the
duplexer is secure CLE L locked in place
if you have a rear access panel you can
reinsert it by gently pushing the tabs
on the right side of the rear access
panel into the appropriate slots on the
printer Push the door forward until it
snaps into
place plug the power cord back in turn
to the
front press the power button to turn the
printer back on next load paper into the
input tray until it stops
Slide the paper width guide inward until
it stops at the edge of the paper do not
push the guide in so tightly that it
starts to bend the paper try printing a
printer status report to see if the
issue is resolved on the touchscreen
control panel touch the right arrow to
show more options touch
setup touch the down arrow until the
reports option is displayed
touch reports and then touch printer
status report to print the report if the
printer status report prints
successfully the issue is
resolved you can reconnect the USB cable
and resume printing as normal if the
printer status report does not print go
on to the next
step sometimes the issue can be resolved
by resetting the printer the printer
must still be on for these steps to work
perform a power reset by first first
removing all the paper in the input tray
turn to the back of the
printer while the printer is still on
disconnect the power cord from the
printer then disconnect the other end of
the power cord from its power source
wait 30 seconds it is important to wait
the full 30 seconds to allow the print
mechanism to reset reconnect the power
cord into its power source then
reconnect the other end of the power
cord into the printer move back to the
front if the printer does not turn on by
itself press the power button to turn it
on try printing a printer status report
to see if the issue is resolved on the
touchscreen control panel touch the
right arrow to show more options touch
setup touch the down arrow until the
reports option is
displayed touch reports and then touch
printer status report to print the
report if the printer status report
prints successfully the issue is
resolved you can reconnect the USB cable
and resume printing as normal if the
printer status report does not print go
on to the next step if you've tried
everything described in this video and
you still have a problem your printer
likely needs some type of service
contact HP to find out what the Support
options are for your printer your
options for service may vary depending
on how long you've owned it and what
country you live in