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A 'Paper Jam' Error Displays on the HP Photosmart 5510 e-All-in-One Printer Series

Issue
During printing, the product stops feeding pages, and the error message 'Paper Jam. Clear jam, and then press OK' displays on the product control panel. The Power button light () might also blink fast.
Solutions
When one of the solutions resolves the issue, there is no need to continue troubleshooting.
The following video demonstrates how to clear a paper jam.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
Important: You must follow these solutions in the order presented to resolve the issue.
Solution one: Reset the All-in-One
Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Follow these steps to reset the HP product, which will clear a false paper jam error.
  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 to make sure that the hardware functions correctly.
  1. On the product-control panel, touch the Right Arrow (), and then touch the Setup icon ().
  2. Touch Tools, and then touch Printer Status Report. The product prints the report.
    Figure : Printer Status Report
    Image of the Printer Status Report
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.
Solution two: Make sure that product rests on a flat surface
Follow these steps to make sure that the product rests on a flat, level surface.
  1. Make sure that the surface the product rests on is flat, level, and hard.
  2. Make sure that part of the product's base does not rest on anything that might cause the product to tilt, even slightly.
  3. Pull out the paper tray.
  4. Load 10 sheets of U.S. letter or A4 plain white paper in the paper tray.
  5. Push the paper tray back into the product.
Step two: Print a self-test report
Print a self-test report to make sure that the hardware functions correctly.
  • 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: Clear the jam from the All-in-One
Follow these steps to clear a paper jam from the tray or from inside the product.
Step one: Clear the jam from the tray
If any jammed paper is accessible from the paper tray, follow these steps to remove the paper.
  1. Remove any loose sheets of paper from the tray.
  2. Gently remove any jammed paper and bits of torn paper from the tray. To avoid tearing any whole sheets of paper, pull the paper with both hands.
     note:
    Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the tray. If any torn pieces of paper remain inside the product, more jams are likely to occur.
  3. Touch OK.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.
Step two: Clear the jam from the cartridge access area
Follow these steps to remove any jammed paper from the cartridge access area.
  1. Press the Power button () to turn off the product.
  2. Disconnect the power cord from the rear of the product.
     warning:
    You must disconnect the power cord before reaching inside the HP product to avoid risk of injuries or electric shock.
  3. Disconnect the USB cable from the rear of the product if you have a USB connection to the computer.
  4. Open the cartridge access door.
    Figure : Open the cartridge access door
    Image: Opening the cartridge access door
  5. Locate the cartridge access area.
    Figure : Locate the cartridge access area
    Image: The cartridge access area
  6. Gently remove any jammed paper and bits of torn paper from the cartridge access area. To avoid tearing any whole sheets of paper, pull the paper with both hands.
     note:
    Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the product, more jams are likely to occur.
Step three: Clear the jam from inside the cleanout door
Follow these steps to remove jammed paper from inside the cleanout door.
  1. Make sure that the power is off and that the power cord is disconnected from the rear of the product.
  2. With the cartridge access door open, locate the cleanout door. The door is behind the cartridge access area.
    Figure : Locate the cleanout door
    Image: The cleanout door
  3. Pull the cleanout door up and out to remove it from the product.
      Figure : Remove the cleanout door from the product
      Image: Removing the cleanout door from the product
    1. Lift the cleanout door up
    2. Pull the cleanout door out
  4. Gently remove any jammed paper and bits of torn paper. To avoid tearing any whole sheets of paper, pull the paper with both hands.
     note:
    Use a flashlight to thoroughly check for torn pieces of paper that might remain in the cleanout area. If any torn pieces of paper remain inside the product, more jams are likely to occur.
    Figure : Remove paper from the cleanout area
    Image: Removing paper from the cleanout area
  5. Reinsert the cleanout door. Gently push the door into the cleanout area until both latches snap into place.
  6. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Closing the cartridge access door
Check if the cleanout door is warped inward by placing an object with a straight edge, such as a ruler, across the front edge of the cleanout door.
Figure : Example of a warped cleanout door
Image: Example of a warped cleanout door
Figure : Example of a cleanout door in good condition
Image: Example of a cleanout door in good condition
  • If the cleanout door is not warped and there is still an issue, skip to the step to clear the jam from underneath the All-in-One.
  • If the cleanout door is warped, continue to the next step to replace the cleanout door.
Step Five: Replace the cleanout door
If the cleanout door is warped, contact HP for a replacement.
Click Contact Support on this page for more support options.
Step six: Clear the jam from underneath the All-in-One
If you are unable to remove jammed paper from the cartridge access area or from inside the cleanout door, follow these steps to clear the jam from underneath the product.
  1. Press the Power button () to turn off the product if it is not off already.
  2. Disconnect the power cord from the rear of the product if it is not disconnected already.
  3. Turn the product onto its right side so that you can access its underside.
     caution:
    Before turning the printer onto its side, use your hand to secure the scanner lid.
  4. Slide the paper tray out until it stops.
  5. Gently remove any jammed paper and bits of torn paper. To avoid tearing any whole sheets of paper, pull the paper with both hands.
     note:
    Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the product, more jams are likely to occur.
    Figure : Remove paper from underneath the product
    Image: Remove paper from  underneath the product
  6. Slide the tray in until it stops.
  7. Turn the product over to its normal position.
  8. Open the cartridge access door, and then look inside the product for any loose objects that might have shifted when the product was turned over. Remove any loose objects found.
  9. Close the cartridge access door.
  10. Reconnect the power cord to the rear of the product.
  11. Press the Power button () to turn on the product.
Step seven: Print a self-test report
Print a self-test report to make sure that the hardware functions correctly.
  • 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: Make sure that the carriage can move freely
Follow these steps to make sure that the carriage moves freely across the width of the product.
  1. Press the Power button () to turn on the product if it is not on already.
  2. Open the cartridge access door.
     note:
    The carriage might try to move into the access area. If it does, allow it to move to that position.
    Figure : Open the cartridge access door
    Image: Opening the cartridge access door
  3. With the product turned on, disconnect the power cord from the rear of the product.
  4. 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.
  5. Check for and remove any loose paper or objects that might be restricting the carriage.
     note:
    Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the product, more jams are likely to occur.
  6. Reach into the cartridge access area, 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 objects 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 cartridge access door.
  10. Reconnect the power cord to the rear of the product.
  11. Plug the power cord back into the power source or electrical outlet.
  12. Press the Power button () to turn on the product.
Step two: Print a self-test report
Print a self-test report to make sure that the hardware functions correctly.
  • 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: Check to see if the paper tray is inserted correctly
The paper tray might not be inserted correctly. Follow these steps to see if the paper tray is inserted correctly.
Step one: Check the paper tray
Follow these steps to check the paper tray.
  1. Press the Power button to turn off the printer if it is not off already.
  2. Disconnect the power cord from the rear of the printer if it is not disconnected already.
  3. Rotate the printer onto its right side so that you can access the underside of the printer.
     caution:
    Before turning the printer onto its side, use your hand to secure the scanner lid.
  4. Check to see if the plastic tab on the underside of the paper tray is properly seated into the retainer on the printer. The paper tray fits securely into place when the tab is in the slot.
    Figure : Image of the tab on the paper tray before it is seated into the retainer on the printer
    Image: The tab on the paper tray before it is seated into the retainer on the printer.
    Figure : Image of the tab on the paper tray after it is seated into the retainer on the printer
    Image: The tab on the paper tray after it is seated into the retainer on the printer.
    • If the paper tray is inserted correctly and there is still an issue, continue to the next solution to see if the paper tray is warped and needs to be replaced.
    • If the paper tray is inserted incorrectly, continue with the next step to reinsert the paper tray.
Step two: Reinsert the paper tray
Follow these steps to reinsert the paper tray.
  1. Reinsert the paper tray into the printer until it fits securely into place.
  2. Rotate the printer back to its upright position.
  3. Reconnect the power cord to the rear of the printer.
  4. Plug the power cord back into the power source or electrical outlet.
  5. Press the Power button to turn on the printer.
Step three: Print a Printer Status Report
Print a test page to make sure that the hardware functions correctly.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.
Solution six: Check to see if the paper tray is warped and needs to be replaced
The paper tray might be warped and need to be replaced. Follow these steps to see if the paper tray is warped.
Step one: Check to see if the paper tray is warped
Determine if the paper tray is warped on the outer edges or in the center by placing a straight edge object (like a ruler) across the rear of the paper tray.
 note:
The paper tray is warped if there are gaps of more than 1 mm (.04 in) between the ruler and the paper tray.
Figure : Image of the paper tray warped downward on the outer edges
Image: The paper tray warped downward on the outer edges.
Figure : Image of the paper tray warped downward in the center
Image: The paper tray warped downward in the center.
Figure : Image of the paper tray warped upward in the center
Image: The paper tray warped upward in the center.
  • If the paper tray is not warped and there is still an issue, continue to the next solution.
  • If the paper tray is warped, continue to the next step to replace the paper tray.
Step two: Replace the paper tray
Replace the paper tray if it is warped.
Click Contact Support on this page for more support options.
Solution seven: Clean the paper rollers
Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues. Follow these steps to clean the paper feed rollers.
  1. Gather the following materials:
    • A clean, lint-free swab that will not come apart or leave fibers
    • Distilled, filtered, or bottled water (tap water might damage the product)
  2. Press the Power button () to turn off the product.
  3. Disconnect the power cord from the rear of the product.
  4. Open the cartridge access door.
    Figure : Open the cartridge access door
    Image: Opening the cartridge access door
  5. Pull the cleanout door up and out to remove it from the product.
      Figure : Remove the cleanout door from the product
      Image: Removing the cleanout door from the product
    1. Lift the cleanout door up
    2. Pull the cleanout door out
  6. Lightly dampen the swab with the water, and then squeeze any excess liquid from the swab.
  7. Press the swab against the rollers inside the product, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure : Clean the rollers inside the product
    Image: Clean the rollers inside the product
  8. Allow the rollers to dry for 10 to 15 minutes.
  9. Check the rollers on the cleanout door. Make sure that the rollers are not missing, that they turn easily, and that they are springy when you press them. If the rollers are damaged, replace the door.
    Figure : Check the rollers on the cleanout door
    Image: Check the rollers on the cleanout door
  10. Reinsert the cleanout door. Gently push the door into the cleanout area until both latches snap into place.
  11. Reconnect the power cord to the rear of the product.
  12. If the product does not turn on automatically, press the Power button () to turn it on.
Step two: Print a self-test report
Print a self-test report to make sure that the hardware functions correctly.
  • 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 continue to experience an issue with your printer, then the issue is not related to the hardware.
  • If the printer does not print a test page, there is an issue with the printer hardware. Continue to the next solution.
Solution eight: Service the All-in-One
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 Check your product warranty to check your printer warranty status, and then go to Contact HP Support to find an authorized service dealer or to schedule a repair.
Repair fees might apply for out-of-warranty printers.

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