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A 'Carriage Jam' Message Displays for HP Photosmart D6160, D6163, and D6168 Printers

Issue
A 'Carriage Jam' message displays on the control panel.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
Solution one: Turn the product off and then on again
  1. Press the Power button () to turn off the product.
  2. Press the Power button () to turn on the product.
      note:
    The product might go through a warm-up period of up to two minutes. Lights might flash and the carriage might move. Wait until the product is idle before continuing to the next step.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution two: Clear the paper path from the back of the product
Follow these steps to clear a paper jam from the back of the product.
  caution:
Trying to clear a paper jam from the front of the product can damage the print mechanism. Always access and clear paper jams from the rear of the product before attempting to remove it from the front.
  1. Turn off the product.
  2. Press in the tabs on the rear door to release the door.
  3. Remove the door by pulling it away from the product.
    Figure : Remove the rear door
    On the rear door, push in the right and the left tabs  and pull the door out.
  4. Gently pull the paper out of the rollers.
      caution:
    Check the rollers and wheels for torn pieces of paper that might remain inside the product. If you do not remove all the pieces of paper from the product, more paper jams are likely to occur.
  5. Remove any paper from the top zone of the paper path.
    Figure : Paper path top zone
    Looking inside the product at the top zone of the paper path.
  6. Replace the rear door.
  7. Gently push the door forward until it snaps into place.
  8. Turn on the product, and then press OK to continue the current job.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution three: Clear a paper jam from the front of the product
The carriage might stick on the right side, the left side, or in the middle of the product. The carriage is the device that contains the printhead and moves from left to right during printing.
  note:
Normally when the cartridge door opens, the carriage rests in the service station in a locked position to the right. Paper jammed in the service station area could cause the carriage to feel locked in place.
Figure : Carriage assembly
Looking inside the cartridge door at the carriage assembly.
Clear the product of any jammed paper and reset the product using the following instructions:
Step one: Turn the product on and disconnect the power cord and USB cable
  1. Make sure the product is on, and then disconnect the power cord and the USB or Ethernet cable from the back of the product. Do not reconnect them until instructed to later.
      caution:
    Make sure the product is on before disconnecting the power cord. Failure to disconnect the power cord from the rear of the product can cause damage when removing jammed paper.
  2. Open the cartridge door.
    Figure : Open the cartridge door
    Lifting up the cartridge door located at the top of the printer
Step two: Remove jammed paper
  1. Note where the carriage is stuck and look for jammed paper. You might need a flashlight to illuminate areas for proper viewing. A paper jam causes error messages and carriage stalls. Some paper might jam in different locations than those shown in the photos.
  2. Check for any paper or object that might be restricting the carriage.
      note:
    A paper jam causes error messages and carriage stalls.
    If the carriage is stuck on the right side, follow these steps.
    1. Move the carriage all the way to the left side.
    2. Check the paper path and remove any paper still in the product.
      Figure : Paper jam on the right side
      Paper jammed inside the product on the right side.
      Figure : Paper jam on the right side
      Paper jammed inside the product on the right side.
      Figure : Paper jam on the right side in the Service Station area
      Paper jammed inside the Service Station area
    If the carriage is stuck on the left side, follow these steps:
    1. Move the carriage to the right side.
    2. Check the paper path and remove any paper still in the product.
      Figure : Paper jam on the left side
      Paper jammed inside the product on the left side.
      Figure : Paper jam on the left side
      Paper jammed inside the product on the left side.
    If the carriage is stuck in the middle, follow these steps:
    1. Check the paper path and remove any paper still in the product.
    2. Move the carriage to the right side.
    3. Check the paper path and remove any paper still in the product.
  3. Make sure that the carriage moves freely by gently pushing the carriage to the left and then to the right.
  4. Close the cartridge door.
  5. Reconnect the power cord and the USB cable.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution four: If the Power button light is on, print a self-test page
Windows: Follow these steps to print a self-test page.
  1. Make sure the product is on.
  2. Load paper in the main tray. Use plain paper to conserve photo paper.
  3. From the Windows Start menu, select HP and then select HP Solution Center .
  4. Click Print Settings, click Settings, and then click Printer Toolbox.
  5. Click Print a Diagnostic Page and follow the on-screen instructions.
Macintosh: Follow these steps to print a self-test page.
  1. Make sure the product is on.
  2. Load letter or A4 unused plain white paper into the main tray.
  3. From your Dock, click HP Device Manager .
  4. From the Information and Settings pop-up menu, select Maintain Printer.
  5. Click Launch Utility.
  6. In the Configuration Settings area of the HP Utility window, click Test, and then click Print Test Page in the right section of the window.
    Figure : Self-test pages one and two
    Example of Self-test pages 1 and 2
  • If the page prints, the error is resolved and you do not need to continue troubleshooting.
  • If the page does not print, continue to the next solution.
Plug the power cord directly into a wall outlet and check for the following.
  • Make sure that the power cord used is the one provided with the product.
  • If a computer connects to the product, make sure that the computer plugs into a grounded wall outlet.
  • Make sure that the power cord is firmly connected to both the product and the power supply.
  note:
Remove any surge protectors or extension cords for this test. Surge protectors and extension cords could prevent full voltage from reaching the printer.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Contacting HP for service in Asia Pacific.
If you completed all the preceding steps and your product still has an issue, you might need further assistance from HP. Go to Contact HP Support to review available service options.

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