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HP DeskJet, ENVY 5540 Printers - Paper Jam Error

This document is HP DeskJet Ink Advantage 5575, ENVY 5540, 5541, 5542, 5543, 5544, 5545, 5546, 5547, 5548, and 5549 All-in-One printers.
During a print job, the printer stops feeding pages, and one of the following paper jam error message displays on the printer control panel:
  • Paper is jammed in the printer. Clear the jam, and then touch "OK."
  • Remove any jammed paper and make sure the paper tray is installed properly.
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 overview

This video shows how to clear a paper jam.

Step 1: Clear jammed paper from the printer

There are three different areas on your printer where there might be paper jammed. Clear any jammed paper from one area, and then try to print again. If the error persists, check the next area for any jammed paper.
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.
  1. Turn on the printer, if it is not already on.
  2. Gently grasp the handles on either side of the printer, then raise the ink cartridge access door until it locks into place.
    The carriage moves to the center of the printer.
    Image: Opening the ink cartridge access door
  3. Wait until the carriage is idle and silent before you continue.
  4. With the printer turned on, disconnect the power cord from the rear of the printer.
      warning:
    You must disconnect the power cord before reaching inside the printer to avoid the risk of injuries or electric shock.
  5. Use a flashlight to check for any paper or objects that might be restricting the carriage, then remove any paper or objects that you find.
      caution:
    If the paper tears when you remove it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams can occur.
  6. Reach inside the printer through the ink cartridge access door, 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.
  7. Make sure the carriage can move freely across the width of the printer. Firmly push the carriage to the left side of the printer, and then push it to the right side.
  8. Make sure the carriage can move freely across the width of the printer. Firmly push the carriage to the left side of the printer, and then push it to the right side.
  9. Close the ink cartridge access door.
    Image: Closing the ink cartride access door
  10. Reconnect the power cord to the rear of the printer.
  11. Turn on the printer.
Try to print. If the error persists, continue to the next step.

Step 3: Make sure the printer is on a flat surface

A flat surface clear of obstructions prevents the input tray from bending when it is pushed in. You need a flashlight to complete these steps.
  1. Turn on the printer, if it is not already on.
  2. Wait until the printer is idle and silent before you continue.
  3. While the printer is still 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:
    You must disconnect the power cord before reaching inside the printer to avoid the risk of injuries or electric shock.
  4. Disconnect the USB cable from the rear of the printer, if you have a cable connection to the printer.
  5. Turn the printer onto its right side so you can access its underside. Make sure to hold the printer firmly with one hand to avoid tipping.
    Image: Turn the printer onto its right side
  6. Use a flashlight to check the surface directly under and around where the printer sits for the following:
    • Pieces of paper trapped in the input tray
    • Small, hard objects, such as cables, pens, pencils, and books
    • Soft or uneven surfaces, such as placemats or carpet-like material
  7. Remove any obstructions that might remain.
  8. Push in the input tray, and then turn the printer over to the upright position.
  9. Reconnect the power cord to the rear of the printer, and then plug in the power cord to an electrical outlet.
  10. Reconnect the USB or Ethernet cable, unless your printer is connected to a wireless network.
  11. Turn on the printer.
    The printer might go through a warm-up period and the carriage might move. Wait until the warm-up period finishes before you proceed.
Try to print. If the error persists, continue to the next step.

Step 4: Use the clean page smears automated tool

Using the automated clean page smears utility might help clear paper jams. Use the automated tool, and then try to print again.
  1. Turn on the printer, if it is not already on.
  2. Make sure the printer is loaded with plain white paper.
  3. On the printer control panel, swipe the display to the left, and then touch Setup .
  4. Touch Printer Maintenance, and then touch Clean Page Smears.
    The printer cleans the page smears.
  5. Wait for the printer to eject the test page.
Try to print. If the error persists, continue to the next step.

Step 5: Manually 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. You need a flashlight to complete these steps.
  1. Turn on the printer, if it is not already on.
  2. Open the ink cartridge access door.
    Image: Opening the ink cartridge access door.
  3. Wait until the carriage is idle and silent before you proceed.
      warning:
    You must disconnect the power cord before reaching inside the printer to avoid the risk of injuries or electric shock.
  4. Disconnect the USB cable from the rear of the printer, if you have a cable connection to the printer.
  5. Locate the paper path cover, grasp the handle, and then lift up to remove it.
    Image: Locating the paper path cover.
  6. Lightly dampen a lint-free cloth with distilled water, and then squeeze any excess liquid from the cloth.
  7. Use a flashlight to inspect the rollers. 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.
    Image: Example of the rollers in the paper path access area.
  8. Allow the rollers to dry completely (approximately 10 minutes).
  9. Replace the paper path cover, and then close the ink cartridge access door.
    Image: Closing the ink cartridge access door.
  10. Grasp the output tray, and then pull toward you to remove it.
  11. Pull out the input tray to its outermost position.
    Image: Pulling out the input tray.
  12. Remove all paper from the input tray.
  13. Turn the printer onto its right side so you can access its underside. Make sure to hold the printer firmly with one hand to avoid tipping.
    Image: Turning the printer onto its right side.
  14. Lightly dampen a clean, lint-free cloth with distilled water, and then squeeze any excess liquid from the cloth.
  15. Use a flashlight to inspect the space where the input tray was. 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.
    Image: Example of the rollers underneath the printer.
  16. Allow the rollers to dry completely (approximately 10 minutes).
  17. Push in the input tray, and then turn the printer over to the upright position.
  18. Slide the output tray back onto the input tray.
  19. Reconnect the power cord to the rear of the printer, and then turn on the printer.
  20. Reconnect the USB or Ethernet cable, unless your printer is connected to a wireless network.
Try to print, if the error persists, continue to the next step.

Step 6: Reset the printer

Sometimes a paper jam error persists even though there is no jam (false paper jam). Resetting the printer might clear a false paper jam error. Reset the printer, and then try to print again.
  1. Turn the printer on, if it is not already on.
  2. Wait until the printer is idle and silent before you continue.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Unplug the power cord from the wall outlet.
  5. Wait at least 60 seconds.
  6. Plug the power cord back into the wall outlet.
    note:
    HP recommends connecting the printer power cord directly to the wall outlet.
  7. Reconnect the power cord to the rear of the printer.
  8. Turn on the printer, if it does not automatically turn on.
  9. Wait until the printer is idle and silent before you proceed.
Try to print, if the error persists, continue to the next step.

Step 7: 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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