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A 'Paper Jam' Error Displays on the HP Officejet 7610 Wide Format e-All-in-One Printer Series

During printing, the printer stops feeding pages, and a 'Paper Jam' error message displays on the printer control panel. The control panel might also display a brief description of the jam, which might include the following messages:
  • 'Remove the rear access panel or automatic two-sided printing accessory from the back of the printer, and then clear any paper. If required, open the front cover or ink cartridge access door.'
  • 'The original is jammed in the automatic document feeder (ADF). Open the ADF cover, remove and reload the original, and then try again.'
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.

Video of clearing a paper jam

The following video demonstrates how to clear a paper jam in the HP Officejet 7610 Wide Format e-All-in-One printer.

Solution one: Turn the printer off and then on

Follow these steps to restart the printer, and then try to print a test page.

Step one: Turn the printer off and then on

  1. Press the Power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the rear of the printer.
  2. Wait 60 seconds.
  3. Reconnect the power cord to the rear of the printer.
  4. Press the Power button to turn on the printer.
    note:
    The printer might go through a warm-up period, which might last several minutes. Wait until the warm-up period completes before you continue.
  • If the printer ejects any paper and the control panel no longer displays the error message, continue to the next step to print a printer status report.
  • If the printer does not eject any paper and the control panel still displays the error message, continue to the next solution to clear the jam from the printer.

Step two: Print a Printer Status Report

To make sure that the hardware functions correctly, print a Printer Status Report as a test page.
  1. Load plain white paper in the tray.
  2. From the Home screen on the printer control panel, touch the Right Arrow (), and then touch Setup ().
  3. Touch the Down Arrow (), and then touch Reports.
  4. Touch Printer Status Report. The test page prints.
    Figure : Printer Status Report
    Image: 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 the printer rests on a flat surface

Follow these steps to make sure that the printer rests on a flat, level surface.

Step one: Check the surface the printer rests on

  1. Make sure that the surface the printer rests on is flat, level, and hard.
  2. Make sure that part of the printer's base does not rest on anything that might cause the printer 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 printer.

Step two: Print a Printer Status Report

To make sure that the hardware functions correctly, print a Printer Status Report as a test page.
  • 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 printer

Follow these steps to remove any loose paper from the paper tray. Some steps require the use of a flashlight to identify any jammed paper in the printer.

Step one: Clear any loose paper from the paper tray

If any loose paper is accessible from the paper tray, follow these steps to remove the paper.
note:
Do not remove paper that is jammed in the paper tray during this step.
  1. Open the paper tray.
  2. Remove any loose sheets of paper from the paper tray.

Step two: Clear any jammed paper from the carriage access area

Follow these steps to remove any jammed paper from the carriage access area.
  1. Press the Power button to turn on the printer, if it is not on already.
  2. On the front of the printer, lift up to open the carriage access door.
    Figure : Open the carriage access door
    Image: Open the carriage access door.
  3. Grasp the top of the cartridge access door, and then pull down to open the door.
    note:
    The carriage might move into the access area. If it does, allow it to move to that position.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  4. Disconnect the power cord from the rear of the printer, and then disconnect the power cord from the power source or electrical outlet.
      warning:
    You must disconnect the power cord before you reach inside the printer to avoid risk of injuries or electric shock.
  5. Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
  6. Gently remove any jammed paper from the carriage access area. To avoid tearing any whole sheets of paper, pull the paper with both hands.
    Figure : Remove any jammed paper from the carriage access area
    Image: Remove any jammed paper from the carriage access area.
  7. Move the carriage left and then right to remove any foreign objects or torn pieces of paper from the carriage access area.
    Figure : Move the carriage left and then right to remove any foreign objects or torn pieces of paper.
    Image: Move the carriage left and then right to locate if there is any foreign object or torn pieces of paper.
  8. 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 can occur.
    Use a flashlight
    Paper jammed in carriage path
    Image: Use a flashlight
    Image: Paper jammed in carriage path
  9. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door.
  10. Close the carriage access door.
    Figure : Close the carriage access door
    Image: Close the carriage access door.

Step three: Clear any jammed paper from the rear of the printer

Follow these steps to clear the paper jam from the rear of the printer.

Step four: Clear any jammed paper from the automatic document feeder (ADF)

Follow these steps in the order presented to check the ADF mechanism for a paper jam.
  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, and then unplug the power cord from the power source or electrical outlet.
      warning:
    You must disconnect the power cord before reaching inside the HP printer to avoid risk of injuries or electric shock.
  3. Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
  4. Lift the ADF cover.
    Figure : Lift the ADF cover
    Image: Lift the ADF cover
  5. Gently pull out any jammed paper from the ADF. To avoid tearing any whole sheets of paper, pull 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.
    Figure : Remove any jammed paper from the ADF
    Image: Remove any jammed paper from the ADF
  6. Lift the ADF mechanism.
      Figure : Lift the ADF mechanism
      Image: Gently lift the ADF mechanism.
    1. Lift the ADF mechanism.
  7. Gently pull out any jammed paper from the ADF mechanism.
      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 mechanism. 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.
  8. Close the ADF mechanism.
  9. Make sure that the paper sensor hangs freely from the ADF cover, and that the sensor parts are not broken, dislodged, or stuck.
      Figure : Check the ADF paper sensor
      Image: Check the ADF paper sensor
    1. ADF paper sensor
    2. ADF mechanism
  10. Close the ADF cover.
    note:
    Make sure to close the ADF cover tightly at both ends. A false error message might occur if the ADF cover is not securely closed.
    Figure : Close the ADF cover tightly at both ends
    Image: Close the ADF cover tightly at both ends.
  11. Lift the scanner lid.
  12. Gently pull out any jammed paper from the rollers on the bottom of the scanner lid. To avoid tearing any whole sheets of paper, pull the paper with both hands.
      Figure : ADF rollers on the scanner lid
      Image: ADF rollers on the scanner lid
    1. ADF rollers on the scanner lid
      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 rollers. 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.
  13. Close the scanner lid.
  14. Reconnect the power cord to the rear of the printer, and then reconnect the USB or Ethernet cable.
  15. Plug the power cord back into the power source or electrical outlet.
  16. Press the Power button to turn on the printer.

Step five: Print a Printer Status Report

To make sure that the hardware functions correctly, print a Printer Status Report as a test page.
  • 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 printer. Some steps require a flashlight.

Step one: Check the carriage path for obstructions with a flashlight

  1. Press the Power button to turn on the printer if it is not on already.
  2. On the front of the printer, open the carriage 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 carriage access door
    Image: Open the carriage access door.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  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.
  6. 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 are likely to occur.
    Use a flashlight
    Paper jammed in carriage path
    Image: Use a flashlight
    Image: Paper jammed in carriage path
  7. Reach into the 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.
  8. Remove any loose paper or objects found.
  9. Make sure that the carriage can move freely across the width of the printer by gently pushing the carriage to the left, and then to the right.
  10. Close the carriage access door.
    Figure : Close the carriage access door
    Image: Close the carriage access door.
  11. Reconnect the power cord to the rear of the printer.
  12. Plug the power cord back into the power source or electrical outlet.
  13. Press the Power button to turn on the printer.

Step two: Print a Printer Status Report

To make sure that the hardware functions correctly, print a Printer Status Report as a test page.
  • 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 five: Clean the paper rollers

Sometimes debris, dirt, or paper scraps collect on the paper rollers, creating paper jams. Follow these steps to clean the rollers.

Step one: Clean the paper rollers

Follow these steps to clean the paper rollers.

Step two: Print a Printer Status Report

To make sure that the hardware functions correctly, print a Printer Status Report as a test page.
  • 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: Reset the printer

Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Follow these steps to reset the HP printer, which clears a false paper jam error.

Step one: Perform a power reset

  1. With the printer turned on, disconnect the power cord from the rear of the printer.
  2. Unplug the power cord from the wall outlet.
  3. Wait at least 15 seconds.
  4. Plug the power cord back into the wall outlet.
  5. Reconnect the power cord to the printer.
  6. Turn the printer on.

Step two: Print a Printer Status Report

To make sure that the hardware functions correctly, print a Printer Status Report as a test page.
  • If these steps resolved the issue, and the test page prints, you can stop troubleshooting.
  • 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 seven: 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.

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