this video explains how to fix your
printer when you see a carriage jam
error message on your computer or on the
printer's control panel turn the printer
off and then on again this will
sometimes fix the issue press the power
button to turn the printer off if it
does not turn off you might have a paper
jam we will address paper jams later in
this video once the printer is off wait
60 seconds it is important to wait the
full 60 seconds to allow the print
mechanism to reset then press the power
button to turn the printer back on
wait for the printer to turn on and stop
making noise
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
touch screen 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
if the printer status report does not
print go on to the next step
a paper jam might cause your carriage
jam do not remove jammed 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 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
jammed paper from inside the duplexer
once all the paper has been removed
close the cover until it snaps 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 remove 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
once 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
sometimes improper installation or
placement of the cartridges or print
head assembly can cause a carriage jam
in this step we will fix this
the printer must still be on for these
steps to work
open the cartridge access door to expose
the carriage
the carriage might move into the center
of the printer
if so allow it to move into that
position
on the front of a cartridge
push the release tab inward to unlatch
it from the printhead assembly
lift straight up and out to remove the
cartridge from the printer
repeat this step for all cartridges
when removing the cartridges be aware of
the electrical contacts and ink ports
be careful not to touch the contacts or
ports because touching them can cause
clogs ink failure and poor electrical
connections
once all cartridges are removed lift the
latch handle on the carriage lift the
printhead assembly out of the printer
make sure that you do not leave the
printhead assembly or the cartridges out
of the printer for longer than five
minutes
leaving them out for an extended period
of time can dry up the ink ports on the
cartridges or nozzles on the printhead
assembly
check for obstructions under or around
the carriage
if any obstructions are found remove
them from the printer
once all obstructions are removed you
can reinstall the printhead assembly
hold the printhead assembly upright with
the color-coded icons on the top and
lower the assembly into the carriage
carefully lower the latch handle on the
carriage making sure that it is fully
closed reinstall the cartridges by
placing each cartridge one at a time
back into its color-coded slot and
gently push down until it snaps into
place
once again repeat for all cartridges
close the cartridge access door
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 the error message still displays it
might not be the printer the power
supply might be the issue
press the power button to turn off the
printer
go to the back of the printer
disconnect the power cord
then disconnect the other end of the
power cord from its power source
plug the power cord directly into a wall
outlet
then plug it back into the printer
move back to the front
press the power button to turn the
printer back on
try printing a printer status report to
see if the issue is resolved
on the touch screen 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 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
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
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