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A 'Carriage Jam' or 'Carriage Blocked' Error Message Displays for HP Photosmart C4100 All-in-One Printer Series

Issue
A 'Carriage Jam' or 'Carriage Blocked' error message displays on the product control panel.
The following symptoms might also accompany the error message:
  • The product won't print.
  • Printing stops unexpectedly.
  • The carriage is stuck and does not move.
  • The product makes loud grinding noises.
How to use the solutions in this document
To resolve the issue, try each solution in this document in the order presented.
IMPORTANT: Each time you try a solution, try to print a self-test report to determine if the hardware is functioning correctly. To print a self-test report, use the steps in the following table.
How to print a self-test report
  1. Press Setup on the product control panel.
    The Setup menu displays.
  2. Press the Down Arrow () to select Print Report, and then press OK. The Print Report menu displays.
  3. Press OK. The self-test report prints.
 note:
Refer back to the steps in this table after attempting each solution.
Solution one: Turn the All-in-One off and on again
Follow these steps to turn the product on, and then off again, to reset the print mechanism.
  1. Press the Power button () to turn off the product.
  2. Wait 15 seconds.
  3. Press the Power button () to turn the product on again.
     note:
    The product might go through a warm-up period of up to two minutes. The product lights might flash and the carriage might move. Wait until the warm-up period is complete before proceeding.
  4. Try to print a self-test report. Refer to the steps on how to print a self-test report at the top 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: Clear any paper jam
Jammed paper can cause the carriage to stall. Follow these steps to clear any jammed paper.
Step one: Remove any loose paper
Remove any loose paper from the input tray and output tray.
 caution:
Do not remove jammed paper at this stage. Trying to clear a paper jam from the front of the product can damage the print mechanism.
Step two: Clear the paper jam from the back of the All-in-One
Use the following steps to check for and remove jammed paper from the back of the product.
  1. Press the Power button () to turn off the product.
  2. Disconnect the USB or Ethernet cable from the back of the product.
  3. Disconnect the power cord from the back of the product.
  4. Open the rear access door. Press in the tab on the left side of the rear door to release it, and then pull the door away from the product.
    Figure : Remove the rear access door
    Illustration of removing the rear access door
  5. Gently pull the paper out of the rollers.
     caution:
    If the paper tears while removing it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the device, more paper jams are likely to occur.
  6. Reattach the rear access door. Gently push the door forward until it snaps into place.
Step three: Clear the jam from the front of the All-in-One
If you cannot remove the paper jam from the back of the product, follow these steps to remove the paper jam from the front.
  1. Open the cartridge door.
    Figure : Open the cartridge door
    Illustration of opening the cartridge door
  2. Gently pull the paper out of the rollers.
     note:
    Remove paper from the front of the product as carefully as possible. If any torn pieces of paper remain inside the product, more paper jams are likely to occur, and this could damage the print mechanism.
  3. Close the cartridge door.
    Figure : Close the cartridge door
    Illustration of closing the cartridge door
  4. Reconnect the power cord to the back of the product.
  5. Press the Power button () to turn on the product.
  6. Try to print a self-test report. Refer to the steps on how to print a self-test report at the top 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: Make sure that the carriage moves freely
Use the following steps to make sure that the carriage moves freely.
  1. Press the Power button () to turn on the product.
  2. Open the cartridge door. The carriage might try to move into the access area. Allow it to move to that position.
    Figure : Open the cartridge door
    Illustration of opening the cartridge door
  3. Without turning off the product, disconnect the power cord from the back of the product.
     caution:
    You must disconnect the power cord to move parts by hand without the risk of an electrical shock.
  4. Disconnect the power cord from the wall outlet.
  5. Look inside the product to see where the carriage is stuck, and then check for any torn paper or other obstructions that might be restricting the carriage.
     note:
    You might need a flashlight to illuminate areas for proper viewing.
  6. Reach inside the product through the cartridge door, 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 moves freely across the width of the product by gently pushing the carriage to the left and to the right.
  9. Close the cartridge door.
    Figure : Close the cartridge door
    Illustration of closing the cartridge door
  10. Reconnect the power cord to the back of the product.
  11. Reconnect the power cord to the wall outlet.
  12. Press the Power button () to turn on the product.
  13. Try to print a self-test report. Refer to the steps on how to print a self-test report at the top 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 four: Remove and reinstall the cartridges
Improper placement or incorrect installation of the cartridges might cause the carriage stall error. Check the cartridge installation by uninstalling, and then reinstalling the cartridges.
Step one: Remove the cartridges
  1. Press the Power button () to turn on the product.
  2. Open the cartridge door, and then wait until the carriage is idle and silent before proceeding.
    Figure : Open the cartridge door
    Illustration of opening the cartridge door
  3. Push down on the top of the cartridge to release it, and then pull it toward you to remove it from its slot.
      Figure : Remove the cartridge
      Illustration of removing the cartridge
    1. Carriage slot for the tri-color cartridge
    2. Carriage slot for the black and photo cartridges
     caution:
    Do not touch the copper-colored contacts or ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.
    Figure : Do not touch the contacts or ink nozzles
    Illustration of how not to touch the contacts or ink nozzles
  4. Check for obstructions under or around the cartridge. Remove any obstructions.
Step two: Reinstall the cartridges
  1. Slide the cartridge back into the slot, and then push it forward until it clicks into place.
    Figure : Reinstall the cartridge
    Illustration of reinstalling the cartridge
    • To install a tri-color print cartridge, insert it into the left slot.
    • To install a black print cartridge, insert it into the right slot.
  2. Close the cartridge door.
  3. Try to print a self-test report. Refer to the steps on how to print a self-test report at the top 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 five: Plug the product directly into a wall outlet
Plug the product directly into a wall outlet to make sure the power source is functioning correctly.
  1. Disconnect the power cord from the back of the product.
  2. Disconnect the power cord from any power strips or surge suppressors, and then plug it directly into a wall outlet.
  3. Reconnect the power cord to the back of the product.
  4. Press the Power button () to turn on the product.
  5. Try to print a self-test report. Refer to the steps on how to print a self-test report at the top of this document.
     note:
    If the product prints when plugged directly into a wall outlet, the power strip or surge suppressor might not be allowing enough voltage to reach the product.
  • 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 six: Perform a power reset
  1. Press the Power button () to turn on the product.
  2. Disconnect the power cord from the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the back of the product.
  7. Press the Power button () to turn on the product.
  8. Try to print a self-test report. Refer to the steps on how to print a self-test report at the top 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 test page prints successfully, but you experience a different issue with your printer, go to HP Product Support Home Page, and then search for another document that relates to the issue you are experiencing.
     note:
    If the page displays in the wrong region or language, click the Region - Language link in the upper right corner of your browser. Then you can select the correct region and language.
  • If the product does not print a test page, there is an issue with the product hardware. Continue to the next solution.
Contacting HP for service in all countries/regions except Asia Pacific.
If you completed all the preceding steps and your product still has an issue, service the product.
First, go to HP Printer Warranty Check to check your warranty status, and then go to Contact HP to find an authorized service dealer or to schedule a repair. Repair fees might apply for out of warranty printers.

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