this video explains how to fix your hp
printer when the ink carriage jams and a
carriage jam error message displays on
your printer's control panel or on your
computer
turn the printer off and 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 in
this video in a few minutes
once the printer is off wait 60 seconds
it is important to wait the full 60
seconds for this type of reset
then press the power button to turn the
printer back on
wait for the printer to turn on and stop
making noise
align the paper by tapping the stack on
a flat surface
then open the input tray 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
close the input tray
try printing a page directly from the
printer's control panel to see if the
issue is resolved on the control panel
press the right arrow to display
additional options
touch setup
touch the down arrow and then touch
reports
touch printer status report
if the page prints successfully the
issue is resolved you can resume
printing as normal if the page does not
print go on to the next step
a paper jam might cause your carriage
jam
in this step we'll fix this problem
do not remove jammed paper at this time
begin by removing any loose paper from
the input or output trays
press the power button to turn off the
printer in some cases it might not turn
off
whether or not the printer turns off
in the next step you need to unplug the
printer
turn to the back of the printer
if present remove the usb cable from the
printer
unplug the power cord
remove the duplexer to do this push in
the tabs on both sides of the duplexer
and then pull it straight out from the
printer
check the back of the printer for jammed
paper
if you see any paper remove it by
pulling evenly with both hands to avoid
tearing you might see some excess ink on
the paper as you pull it out of the
printer this is normal
check the rollers and wheels for torn
pieces of paper that might remain inside
the printer
use a flashlight to thoroughly search
the back 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
now let's check inside the duplexer for
any jams press the two tabs on both
sides of the top of the duplexer to open
it
remove any jammed paper from inside the
duplexer
once all the paper has been removed
close the duplexer until the tabs on
both sides of the duplexer snap into
place
reattach the duplexer to do this gently
push the duplexer into the back of the
printer until it snaps into place
if you cannot remove the paper jam from
the back you can attempt to remove it
from the front return to the front
grasp any jammed paper in the paper tray
with both hands
and then pull it toward you to remove it
remove the paper as carefully as
possible if any torn pieces remain
inside more paper jams are likely to
occur
close the input tray
tray 2 is an optional accessory if tray
2 is installed continue with these
instructions otherwise move to the next
step
lift the printer off of tray 2.
look at the bottom of the printer and in
tray 2 for any jammed paper remove any
obstructions that are found
replace the printer to its original
position on top of tray 2.
check the output tray for jammed paper
carefully remove any jammed paper from
the output tray rollers
if possible use both hands to pull any
whole sheets of paper to avoid tearing
turn to the back
reconnect the power cord
return to the front
if the printer does not automatically
turn on
press the power button to turn on the
printer
align plain white paper by tapping a
stack on a flat surface then slide out
the input tray
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
slide in the input tray
try printing a page directly from the
printer's control panel to see if the
issue is resolved on the control panel
press the right arrow to display
additional options
touch setup
touch the down arrow and then touch
reports
touch printer status report
if the page prints successfully the
issue is resolved you can reconnect the
usb cable and resume printing as normal
if the page does not print go on to the
next step
sometimes improper installation or
placement of the ink cartridges as well
as obstructions in the printhead
assembly can cause a carriage jam
in this step we'll fix this problem
the printer must still be on for these
steps to work
open the cartridge access door the
carriage might try to move to the left
side of the printer
if it does allow it to move to that
position
allow the carriage to stop moving
then select a cartridge to remove and
push in on the cartridge to release it
pull the first cartridge straight out to
remove it from the slot
repeat until all cartridges are removed
when handling the cartridges be aware of
the electrical contacts and ink port
be careful not to touch the contacts or
ink port
because doing this can cause clogs ink
failure and poor electrical connections
holding the cartridge on the top and
bottom slide it directly into the open
slot push the cartridge all the way in
until it latches in place
repeat reinstallation for all cartridges
when all the cartridges are in
close the cartridge access door
try printing a page directly from the
printer's control panel to see if the
issue is resolved on the control panel
press the right arrow to display
additional options
touch setup
touch the down arrow and then touch
reports
touch printer status report
if the page prints successfully the
issue is resolved you can reconnect the
usb cable and resume printing as normal
if the page 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 try to move to the left of the
printer
if it does allow it to move to that
position
turn to the back
while the printer is still on disconnect
the power cord from the printer
return to the front
if the carriage is docked in its station
on the far right side of the printer do
not try and move it doing so may damage
the printer
look inside the printer and check for
obstructions around the carriage that
could prevent it from moving
use a flashlight for proper viewing
any obstructions that are found
if the paper tears when you remove it
from the rollers
check the rollers and wheels for torn
pieces of paper that might remain inside
the printer if pieces of paper remain
inside the printer more jams are likely
to occur
ensure the carriage moves freely from
all the way to the right
to all the way to the left
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
reconnect the power cord into the
printer
return to the front
if the printer does not automatically
turn on
press the power button to turn on the
printer try printing a page directly
from the printer's control panel to see
if the issue is resolved on the control
panel press the right arrow to display
additional options
touch setup
touch the down arrow and then touch
reports
touch printer status report
if the page prints successfully the
issue is resolved you can reconnect the
usb cable and resume printing as normal
if the page does not print go on to the
next step
follow these steps to remove the
printhead and check for obstructions
that might be in the carriage path
press the power button to turn the
printer on
open the cartridge access door
the carriage may move to the left side
of the printer
turn to the back
unplug the power cord
return to the front
lift the printhead handle on the
carriage
lift the printhead assembly up and then
straight 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 and around
the carriage
use a flashlight to illuminate areas for
proper viewing
remove any obstructions that are found
once all obstructions are removed you
can reinstall the printhead assembly to
do this
slide the print head assembly straight
into the carriage and then press down to
move it into position
carefully lower the latch handle on the
carriage making sure that it is fully
closed
the cartridge access door
turn to the back
reconnect the power cord into the
printer
return to the front
try printing a page directly from the
printer's control panel to see if the
issue is resolved on the control panel
press the right arrow to display
additional options
touch setup
touch the down arrow and then touch
reports
touch printer status report
if the page prints successfully the
issue is resolved you can reconnect the
usb cable and resume printing as normal
if the page does not print go on to the
next step
in this step you will plug the printer
directly into a wall outlet to make sure
the power source is functioning
correctly
press the power button to turn off the
printer
turn to the back
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
return to the front
press the power button to turn the
printer back on
try printing a page directly from the
printer's control panel to see if the
issue is resolved on the control panel
press the right arrow to display
additional options
touch setup
touch the down arrow and then touch
reports
touch printer status report
if the page prints successfully the
issue is resolved you can reconnect the
usb cable and resume printing as normal
if the page 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
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
wait 15 seconds it is important to wait
the full 15 seconds to allow the print
mechanism to reset
reconnect the power cord to its power
source
then reconnect the other end of the
power cord into the printer
return to the front
if the printer does not automatically
turn on press the power button to turn
on the printer
try printing a page directly from the
printer's control panel to see if the
issue is resolved on the control panel
press the right arrow to display
additional options
touch setup
touch the down arrow and then touch
reports
touch printer status report
if the page prints successfully the
issue is resolved you can reconnect the
usb cable and resume printing as normal
if the page 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