this video explains how to fix your hp
printer when the ink carriage jams and a
carriage jam error message displays on
the 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
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
align a stack of paper by tapping it on
a flat surface
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 page directly from the
printer's control panel to see if the
issue is resolved
on the printer's control panel press and
hold the cancel button while continuing
to hold the cancel button
press the ok button 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
begin by removing any loose paper from
the input tray
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'll 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 rear access door
to do this
press in the tab on the left side of the
door and pull the door away 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
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
reattach the rear access door to do this
insert the two pegs on the rear access
door into the adjoining openings on the
back of the printer
then push the door towards the printer
until it snaps into place
if you can't 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
open the cartridge access door
carefully remove any paper you see make
sure you get all the small pieces that
might tear off
check the rollers and wheels for any
remaining pieces of paper you must
remove all scraps of paper to prevent
future 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
when you've removed the paper close the
cartridge access door
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 a stack of paper by tapping it on
a flat surface
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 page directly from the
printer's control panel to see if the
issue is resolved
on the printer's control panel press and
hold the cancel button
while continuing to hold the cancel
button
press the ok button
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 into the
access area of the printer if it does
allow it to move to that position
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
return to the front
look inside the printer and check for
obstructions around the carriage that
could prevent it from moving
use a flashlight for proper viewing
remove any obstructions that are found
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
reach into the cartridge access area
and then manually move the carriage
ensure the carriage moves freely from
all the way to the left
to all the way to the right
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 its power
source
then reconnect the other end of the
power cord into the printer
return to the front
press the power button to turn the
printer on
try printing a page directly from the
printer's control panel to see if the
issue is resolved
on the printer's control panel press and
hold the cancel button
while continuing to hold the cancel
button
press the ok button
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 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 into the
center 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
lightly press down on the top of the
cartridge to release it
pull the cartridge towards you to remove
it from the slot
repeat for both cartridges
when handling the cartridges be aware of
the electrical contacts and ink nozzles
be careful not to touch the contacts or
nozzles
because touching these can cause clogs
ink failure and poor electrical
connections
once both cartridges are removed you can
reinstall them
make sure that you reinstall each
cartridge into its correct slot
tri-color on the left
and black on the right
holding the cartridge on the top and
bottom
slide it directly into the open slot
repeat reinstallation for both
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 printer's control panel press and
hold the cancel button
while continuing to hold the cancel
button press the ok button
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 the other end of the
power cord 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 printer's control panel press and
hold the cancel button
while continuing to hold the cancel
button
press the ok button
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 20 seconds it is important to wait
the full 20 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
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 printer's
control panel press and hold the cancel
button
while continuing to hold the cancel
button
press the ok button
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