HP OfficeJet 86xx Printers - Paper Jam Error

This document is for HP OfficeJet 8600 Series Printer, OfficeJet Pro 8610, 8615, 8616, 8620, 8625, 8630, 8640, and 8660 e-All-in-One printers.

During a print job, the printer stops feeding pages, and a Paper Jam has occurred. Clear the jam, and then press OK error message displays on the printer control panel. This indicates that paper might be jammed inside the printer.

note:
Paper jams can be real or false. The printer might report a paper jam even when there is no jammed paper. The following steps apply to both real and false paper jams.

Step 1: Turn the printer off, and then on again

Turning the printer off and then on resets the carriage.

Press the power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the printer.
Unplug the power cord from the power source.
Wait 60 seconds.
Connect the power cord directly to a wall outlet and to the printer.
Turn on the printer to complete the reset.

Try to print. If the error persists, continue to the next step.

Step 2: Look for jammed paper

Paper jams can occur in multiple areas of the printer. If you cannot find the paper jam in one area, continue to the next area until you locate the jam.

caution:
Trying to clear a paper jam from the front of the printer can damage the print mechanism. Gain access to and clear paper jams through the rear of the printer whenever possible.

Clear jammed paper from the rear of the printer

Remove any jammed paper that is accessible from the rear of the printer.

Turn on the printer.
Wait until the printer is idle and silent before you continue.
While the printer is still on, disconnect the power cord from the rear of the printer.

warning:
You must disconnect the power cord before you reach inside the printer to avoid risk of injuries or electric shock.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
Turn the printer so that the rear of the printer faces you.
Push in the buttons on both sides of the two-sided printing accessory (duplexer), and then pull out to remove the duplexer.

note:
Your printer might look slightly different than the one pictured, but the steps are the same.
Press the buttons on the sides of the duplexer.

Pull the duplexer out of the printer.
Gently remove any jammed paper or bits of torn paper from the rollers inside the printer. Use both hands to pull any whole sheets of paper to avoid tearing them.

caution:
If the paper tears while you remove it from the rollers, more paper jams might occur. Check the rollers and wheels for torn pieces of paper that might remain inside the printer.
If you do not see any jammed paper in the rear access area, press the tabs on both sides of the duplexer, and then lower the cover.
Gently remove any jammed paper from inside the duplexer.
With the duplexer open, check the rollers. Note if any rollers are missing, do not roll freely, or are damaged. These conditions might mean the rollers are not feeding the paper correctly. In that case, replace the duplexer.
Close the duplexer cover, and then reinsert the duplexer into the rear access area of the printer.
Push in the duplexer until it clicks into place.
Reconnect the power cord to the rear of the printer, and then turn on the printer.

Try to print. If the error persists, check for jammed paper in another area of the printer.

Clear jammed paper from Tray 1

Remove any jammed paper that is accessible from the Tray 1 area.

Remove all paper from the output tray.
Remove Tray 1 from the printer.
Grasp any jammed paper from the bottom of the printer with both hands, and then pull the paper slowly but firmly toward you to remove it.

caution:
Remove paper from the tray as carefully as possible. If any torn pieces of paper remain inside the printer, more paper jams might to occur, and this could damage the print mechanism.
Tap a stack of plain paper on a flat surface to align the edges.
With the input tray outside of the printer, load the stack of paper.
Make sure all the paper in the stack is the same size and type. Never load mixed types of paper in the tray. The printer can process only one type of paper at a time.
Make sure the paper height does not exceed the dotted yellow lines on the sides of the tray.
Location of paper fill guides

Plain paper fill guide

Specialty paper fill guide
Adjust the paper width and length guides. The paper should rest against the end of the tray, and the guides should rest against the edges of the paper.
Paper length guide

Paper fill guide

Paper width guide
Carefully reinsert the tray into the printer, and then push the tray forward until the tray locks into place.
Reconnect the power cord to the rear of the printer, and then turn on the printer.
Reconnect the USB or Ethernet cable.

Try to print. If the error persists, check for jammed paper in another area of the printer.

Clear jammed paper from the Tray 2 area

Remove any loose or jammed paper that is accessible from Tray 2 area.

note:
If your printer does not include Tray 2 as an optional accessory, skip to the next section.

Turn off the printer, and then disconnect the power cord.

warning:
Disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
Lift the printer off Tray 2, and then set the printer aside.
Check the bottom of the printer for jammed paper.
Remove any jammed paper from the bottom of the printer.
Remove any jammed paper from Tray 2.
Tap a stack of plain U.S. letter or A4 size paper on a flat surface to align the edges.
With the input tray outside of the printer, load the stack of paper.
Make sure the paper height does not exceed the dotted yellow lines on the sides of the tray.
Location of paper fill guide

Plain paper fill guide
Adjust the paper width and length guides. The paper should rest against the end of the tray, and the guides should rest against the edges of the paper.
Paper length guide

Paper fill guide

Paper width guide
Carefully reinsert the tray into its slot, and then push the tray forward until the tray locks into place.
Set the printer on top of Tray 2.
Reconnect the power cord to the rear of the printer, and then turn on the printer.
Reconnect the USB or Ethernet cable.

Try to print. If the error persists, check for jammed paper in another area of the printer.

Clear jammed paper from the automatic document feeder (ADF)

Remove any loose or jammed paper that is accessible from the ADF area.

Turn off the printer.
Lift the ADF cover.
Lift the tab located on the left edge of the ADF to raise the ADF mechanism.
Push in the green tab located in the center of the ADF.
Gently pull out any jammed paper from the ADF. To avoid tearing any whole sheets of paper, pull out the paper with both hands.

caution:
If the paper tears while you remove it, check the rollers and wheels for any torn pieces of paper that might remain inside the ADF. Use a flashlight to thoroughly check the rollers for torn pieces of paper. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur.
Pull up on the green tab to set it back in place.
Close the ADF cover tightly at both ends.

If you have checked and removed any jammed paper from each printer area and the error persists, continue to the next step.

Step 2: Make sure the carriage can move freely

Make sure the carriage moves freely across the width of the printer.

Turn on the printer.
With the printer turned on, disconnect the power cord from the rear of the printer, and then unplug the power cord from the power source or electrical outlet.

warning:
To avoid the risk of electrical shock, you must unplug the power cord before moving the carriage by hand and resetting the paper feed mechanism.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
Place your fingers into the slot on the left side of the printer, and then pull to open the cartridge access door.
Slot on the side of the printer
Wait until the carriage is idle and silent before you continue.
Use a flashlight to check for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more jams might occur.
Gently pull out any jammed or torn paper from inside the printer.
Reach into the ink cartridge access area, and then manually move the carriage.
- If the carriage is stuck on the right side of the printer, move the carriage to the left side of the printer.
- If the carriage is stuck on the left side of the printer, move the carriage to the right side of the printer.
- If the carriage is stuck in the middle of the printer, move the carriage to the right side of the printer.
Remove any loose or torn pieces of paper.
Make sure the carriage can move freely across the width of the printer by gently pushing the carriage to the left, and then to the right.
Close the ink cartridge access door.
Reconnect the power cord to the rear of the printer, and then turn on the printer.
Reconnect the USB or Ethernet cable.

Try to print. If the error persists, continue to the next step.

Step 3: Clean the paper feed rollers

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues. Clean the rollers inside the printer, and then try to print again.

Clean the rollers from inside the cartridge access area

Clean the rollers from inside the cartridge access area.

Turn off the printer, and then disconnect the power cord.

warning:
Disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
Place your fingers into the slot on the left side of the printer, and then pull forward to open the cartridge access door.
Slot on the side of the printer
Lightly dampen a lint-free swab with the water, and then squeeze any excess liquid from the swab.
Press the swab against the rollers inside the printer, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
Allow the rollers to dry completely (approximately 10 minutes).
Close the cartridge access door.
Reconnect the power cord to the rear of the printer, and then turn on the printer.

Try to print. If the error persists, clean the rollers in another area of the printer.

Clean the rollers inside the rear of the printer

Clean the rollers from inside the rear of the printer.

Turn off the printer, and then disconnect the power cord.

warning:
Disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
Turn the printer so that the rear of the printer faces you.
Remove the duplexer. Push in the buttons on both sides of the duplexer, pull out the duplexer, and then set it aside.
Push in the duplexer buttons

Pull out the duplexer
Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
Allow the rollers to dry completely (approximately 10 minutes).
Reconnect the power cord to the rear of the printer, and then turn on the printer.

Try to print. If the error persists, clean the rollers in another area of the printer.

Clean the rollers in the ADF

Clean the paper feed rollers in the ADF area.

Lift the top cover of the ADF. This provides easy access to the rollers and separator pad.
ADF cover

Rollers

Separator pad
Lightly dampen a clean, lint-free cloth with distilled water, and then squeeze any excess liquid from the cloth.
Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
Rollers

Separator pad
Allow the rollers to dry completely (approximately 10 minutes).
Close the ADF cover tightly at both ends.

Try to print. If the error persists, clean the rollers in another area of the printer.

Clean the rollers in the duplexer

Clean the rollers inside the duplexer.

Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
Press the cloth against the external rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
Press the tabs on the sides of the duplexer, and then lower the cover to open the duplexer.
Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
Allow the rollers to dry completely (approximately 10 minutes).
Close the duplexer cover.
Gently push the duplexer into the printer until it snaps firmly into place. Do not press the buttons on the end of the duplexer while you reattach it.

Try to print. If you have cleaned the rollers in each printer area and the error persists, continue to the next step.

Step 4: Reset the printer

Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Reset the printer, which might clear a false paper jam error, and then try to print again.

With the printer turned on, disconnect the power cord from the printer.
Unplug the power cord from the power source.
Wait 60 seconds.
Reconnect the power cord to a wall outlet and to the printer.

note:
HP recommends plugging the printer directly into a wall outlet.

Try to print. If the error persists, continue to the next step.

Step 5: Service the printer

Service or replace your HP product if the issue persists after completing all the preceding steps.

Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.

To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.

HP OfficeJet 86xx Printers - Paper Jam Error

Step 1: Turn the printer off, and then on again

Step 2: Look for jammed paper

Clear jammed paper from the rear of the printer

Clear jammed paper from Tray 1

Clear jammed paper from the Tray 2 area

Clear jammed paper from the automatic document feeder (ADF)

Step 2: Make sure the carriage can move freely

Step 3: Clean the paper feed rollers

Clean the rollers from inside the cartridge access area

Clean the rollers inside the rear of the printer

Clean the rollers in the ADF

Clean the rollers in the duplexer

Step 4: Reset the printer

Step 5: Service the printer

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