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'Paper Jam' Error Message Displays on the Computer

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Issue

The message 'Paper Jam' displays on the computer. The Paper icon () and the Attention light () on the front of the HP product might also blink.
Figure 1: Paper icon on the control panel display
Graphic: Paper icon on the control panel display
Experiencing frequent or recurring paper jams?

If you are looking for information on preventing a paper jam from recurring, you can skip to the prevention and cause sections in this document.

How to use the solutions in this document

To resolve the issue, try each solution in this document, and then use the steps in this section to print a self-test report. This step determines if the product hardware functions correctly. When you have resolved the issue, and the product successfully prints a self-test report, there is no need to continue troubleshooting.

Print a self-test page

  1. Press and hold the OK button.
  2. Press the Left Arrow button () one time.
  3. Release the OK button. The self-test page prints.
IMPORTANT: Try to print a self-test report after every solution even if the solution resolves the issue.

Solution one: Clear the paper jam

Follow these steps in the order presented to resolve the paper jam.

Step one: Remove loose paper from the tray

Remove any loose sheets of paper from the input tray and the output tray.
CAUTION:Do not remove jammed paper at this stage. Trying to clear jammed paper from the front of the product can damage the print mechanism.

Step two: Clear the paper jam from the rear of the printer

Follow these steps to clear the paper jam from the rear of the product.
CAUTION: Never lift the front cover and pull jammed paper out from the inside the HP product if you can pull it from the back of the HP product or the paper tray. Pulling paper from inside the front cover can cause mechanical damage to the HP product.
  1. Turn off the product, and then unplug it from the electrical outlet.
  2. Press the latch on the rear access door and remove the rear access door from the printer.
    Figure 2: Remove the rear access door
    Graphic: Remove the rear access door
  3. Gently remove the jammed paper from the product.
  4. Reinstall the rear access door.

Step three: Clear the paper jam from the front of the printer

  1. Raise the product cover.
    Figure 3: Raise the product cover
    Graphic: Raise the product cover.
  2. Remove any jammed paper from the front of the product, and then lower the product cover.
    CAUTION:Remove the paper carefully. If the paper tears, part of it might remain inside the paper path and damage the product. Carefully remove all traces of paper that you can find.
  3. Load paper in the paper tray.
  4. Reconnect the power cord to the electrical outlet.

Step four: Make sure that the carriage can move freely

  1. Press the Power button () to turn on the product.
  2. With the product turned on, open the front cover. The carriage might try to move into the access area. If so, allow the carriage to move to that position.
  3. With the product turned on, unplug the power cord from the back of the product.
  4. Unplug the power cord from the power source or electrical outlet.
    WARNING:You must unplug the power cord to move the carriage by hand and reset the paper feed mechanism without risk of electrical shock.
  5. Check for any paper or objects that might be stopping the carriage.
    CAUTION:If the paper tears when you remove it from the rollers, check the rollers for torn pieces of paper that might remain inside the product. If pieces of paper remain in the product, more paper jams can occur.
  6. Reach inside the product through the paper output tray, and then manually move the carriage.
    • If the carriage is stuck on the right side of the product, move the carriage to the left side of the product.
    • If the carriage is stuck on the left side of the product, move the carriage to the right side of the product.
    • If the carriage is stuck in the middle of the product, move the carriage to the right side of the product.
  7. Remove any loose paper or obstructions found.
  8. Make sure that the carriage can move freely across the width of the product by gently pushing the carriage to the left and then to the right.
  9. Close the front cover.
  10. Plug the power cord into the HP product.
  11. Turn the product on.

Step five: Print a self-test report

Print a self-test report. See the section on how to use these solutions at the beginning of this document.
  • 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.

Solution two: Clean the paper rollers

Follow these steps to clear the paper rollers inside the HP product.

Step one: Clean the paper rollers

  1. Press the Power button () to turn off the product.
  2. Disconnect the power cord from the back of the product.
  3. Press the latch on the rear access door and remove the rear access door from the printer.
    Figure 4: Remove the rear access door
    Graphic: Remove the rear access door
  4. Dampen a lint-free cloth with bottled or distilled water, and then squeeze any excess water from the cloth
  5. Press the cloth against the rollers and rotate them upward with your fingers. Apply a moderate amount of pressure to remove dust or dirt buildup.
    Figure 5: Rotate the rollers
    Graphic: Rotate the rollers
  6. Allow the rollers to dry for 10 or 15 minutes.
  7. Replace the rear access door on the HP product.
  8. Reconnect the power cord to the back of the product.
  9. If the HP product does not turn on, press the Power button ().

Step two: Print a self-test report

Print a self-test report. See the section on how to use these solutions at the beginning of this document.
  • 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.

Solution three: Perform a power reset

Follow these steps to reset the product.

Step one: Perform a power reset

  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 self-test report

Print a self-test report. See the 'Print a self-test report' section at the beginning of this document.
  • If these steps resolved the issue, and the self-test report prints, there is no need to continue troubleshooting. Connect the USB cable to continue the print job.
  • If the issue persists, continue to the next solution.
  • If the self-test report does not print, skip to the next solution.

Step three: Search for more information

If you are still experiencing issues, see the HP Product Support Home Page, and then search for another document that relates to the symptoms you are experiencing.
Right-click this link, Product Support Home Page , and then click Open in New Window.
NOTE:If the page displays in the wrong country/region or language, click the Region - Language link in the upper right corner of your browser. Then you can select the correct country/region and language.

Solution four: Service the printer

Contacting HP for service in all countries/regions except Asia Pacific.
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 to obtain service.
  • If your product is out of warranty, Contact HP to find an authorized service provider or to setup service (fees might apply).

Preventing paper jams

The following recommendations can help prevent recurring paper jams in your HP product.
  • Before loading paper in the tray, hold the stack of paper, and then tap the bottom edge on a flat surface so that the stack is even on all sides.
  • Make sure that the length and width adjusters on the tray are correctly positioned, and then push the stack of paper forward until it stops in the tray.
    CAUTION:Do not force the paper to move too far forward in the tray.
  • Do not overload the tray with paper.
  • Only add paper to the tray when the product is not printing.
  • Make sure the HP product supports the paper type. See the documentation that came with the HP product for more information.
  • Do not print on paper with paper clips or staples attached.
  • Do not use paper that is bent, torn, dusty, damp, wrinkled, curled, or paper that does not lie flat.
  • Use only one type of paper at a time. Do not mix different types, weights, or sizes of paper.
  • Do not use paper that is too thin, too thick, or too glossy for the product.

Causes

The following factors can cause paper jams:
  • Paper loaded incorrectly in the paper tray.
  • Damaged or dirty paper rollers.
  • Torn, wrinkled, or damp paper loaded in the paper tray.
  • The rear access door or two-sided printing accessory (duplexer) might not be closed or is not locked into place.
  • Paper was added to a stack already in the tray while the HP product was printing.
  • The tray contains more than one type of paper.
  • The paper is jammed inside the HP product where you cannot see it.
  • An obstruction is blocking the paper path.
  • Torn pieces of paper from a previous jam are stuck in the product.
  • The tray is too full.
  • If printing on an envelope, the edges of the envelope are bent.

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