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A 'Paper Jam' Message Displays for HP Photosmart Premium e-All-in-One Printer Series (C310)

Issue

The message 'Paper jam' displays on the product control panel.
The following symptoms might also accompany this issue:
  • The product stops printing
  • The product beeps
  • A 'Paper jam' message displays on the computer
Experiencing frequent or recurring paper jams?
If you are looking for information on preventing a paper jam from recurring, you can skip to the prevention and cause sections in this document.

Video of fixing a paper jam

View the following video or choose one of the topics below to learn how to fix a paper jam.
The following video demonstrates how to fix a paper jam.
note:
This video shows the HP Photosmart Premium e-All-in-One (C310a) printer. The outside of the printer might not look the same as your printer, but the steps are the same.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.

How to use the solutions in this document

To resolve the issue, try each solution in this document in the order presented.
IMPORTANT: Each time you try a solution, try to print a self-test report to determine if the hardware is functioning correctly. To print a self-test report, view the following video or use the steps in the following table.

Video of printing a self-test report

The following video demonstrates how to print a test page.
note:
This video shows the HP Photosmart Premium e-All-in-One Printer (C310a). The outside of the printer might not look the same as your printer, but the steps are the same.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
How to print a self-test report
  1. Load plain white paper in the input tray.
  2. On the product control panel, touch the Setup icon ().
  3. Touch Tools.
  4. Touch Printer Status Report. The product prints the report.
note:
Refer back to the steps in this table after attempting each solution.

Solution one: Clear the paper jam

Follow these steps in the order presented to resolve the issue.

Step one: Remove any loose paper

Remove any loose sheets of paper from the input tray and the output tray.
  caution:
Do not remove jammed paper at this stage. Trying to clear jammed paper from the front of the product can damage the print mechanism.
Remove any loose paper
Do not pull jammed paper
Illustration of loose paper in tray
Illustration of don't pull jammed paper

Step two: Clear the paper jam from the rear of the product

  caution:
Never pull jammed paper from the front of the product unless instructed to do so. If you can pull jammed paper from the rear of the product or the tray, always try the rear first. Pulling paper from inside the front cover can cause mechanical damage to the product.
  1. Press the Power button () to turn off the product.
  2. Turn the product around to access the rear of the product.
  3. Disconnect the power cord.
  4. Disconnect the USB cable.
  5. Remove the two-sided printing accessory (duplexer) from the rear of the product. Push the right side of the duplexer to the left, and then pull out the duplexer. Set the duplexer aside.
    Figure : Rear view of the product showing the duplexer
    Graphic: Rear view of the product showing the duplexer
  6. Gently remove any jammed paper or bits of torn paper from the rollers inside the product. Use both hands to pull out any whole sheets of paper to avoid tearing them.
    Figure : Remove the jammed paper
    Photograph of removing jammed paper
      caution:
    Use a flashlight to thoroughly check the rollers and wheels 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 torn scraps of paper
    Illustration of removing scraps of paper
  7. Hold the duplexer in front of you, and then press the tabs on both sides of the duplexer to open it.
    Figure : Location of the tabs on the duplexer
    Illustration: Location of the tabs on the duplexer
  8. Gently pull any jammed paper out of the duplexer.
  9. Close the door of the duplexer.
  10. Insert the two pegs on the left side of the duplexer into the left side of the product, and then gently push the duplexer into place. Make sure that the duplexer is firmly attached.

Step three: Clear the jam from the front of the product

  1. If the product is not turned off, press the Power button () to turn it off.
  2. Disconnect the power cord from the rear of the product.
  3. Without opening the cartridge access door, raise the output tray, and then check the input tray for any jammed paper.
    Figure : Raise the output tray
    Graphic: Raise the output tray
  4. Remove any jammed paper from the input tray, and then lower the output tray.
  5. Open the cartridge access door.
    Figure : Open the cartridge access door
    Illustration of opening the cartridge access door
  6. Manually move the carriage to one side of the product.
      warning:
    Do not reach into the product when it is on and the carriage is stuck. Always turn the product off before you remove any jam.
  7. If there is paper jammed in the product, gently remove the paper through the top of the product.
    note:
    If the paper tears when you remove it, check for torn pieces of paper that might remain inside the product. If pieces of paper remain in the product, more paper jams might occur.
  8. Close the cartridge access door.
    Figure : Close the cartridge access door
    Illustration of closing the cartridge access door
  9. Reconnect the power cord to the rear of the product.
  10. Press the Power button () to turn on the product.

Step four: Print a self-test report

Print a self-test report. See the section on how to use these solutions at the beginning of this document.
  • 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 carriage can move freely

Use the following steps to make sure that the carriage moves freely.

Step one: Check the carriage path

  1. If the product is not turned on, press the Power button () to turn it on.
  2. Open the cartridge access door.
    Figure : Open the cartridge access door
    Illustration of opening 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.
  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:
    You must unplug the power cord to move the carriage by hand and reset the paper feed mechanism without the risk of electrical shock.
  5. Check for any paper or objects that might be restricting the carriage.
    Figure : Example of paper that could be restricting the carriage
    Illustration of paper in the carriage path that could restrict the carriage
  6. Remove any paper or objects you find.
    note:
    If the paper tears when you remove it, check for torn pieces of paper that might remain inside the product. If pieces of paper remain in the product, more paper jams might occur.
  7. Reach inside the product through the cartridge access door, and then manually move the carriage.
    • If the carriage is stuck on the right side, move the carriage to the left side of the product.
    • If the carriage is stuck on the left side, move the carriage to the right side of the product.
    • If the carriage is stuck in the middle, move the carriage to the right.
  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.
    Figure : Close the cartridge access door
    Illustration of closing 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. See the section on how to use these solutions at the beginning of this document.
  • 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 three: Clean the 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.

Step one: Clean the rollers

  1. Gather the following materials:
    • A clean, lint-free cloth, or any cloth 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. Turn the product so that you can access the rear side.
  4. Disconnect the power cord from the rear of the product.
  5. Push the right side of the duplexer to the left, and then pull out the duplexer.
  6. Set the duplexer aside.
  7. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  8. Press the cloth against the rollers in the product, and then rotate them upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure : Clean the rollers
    Illustration of the rollers in the rear of the product
  9. Allow the rollers to dry for 10 or 15 minutes.

Step two: Clean the rollers in the duplexer

  1. Hold the duplexer in front of you, and then press the tabs on both sides of the duplexer to open it.
    Figure : Location of the tabs on the duplexer
    Illustration: Location of the tabs on the duplexer
  2. Check the paper feed rollers in the duplexer to make sure that they are clean, free of paper bits, and rotate freely.
  3. Clean the rollers inside the duplexer the same way you cleaned the rollers inside the product.
  4. Allow the rollers of the duplexer to dry for 10 or 15 minutes.
  5. Insert the two pegs on the left side of the duplexer into the left side of the product, and then gently push the duplexer into place. Make sure that the duplexer is firmly attached.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button () to turn on the product.

Step three: Print a self-test report

Print a self-test report. See the section on how to use these solutions at the beginning of this document.
  • 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 four: Reset the product

Follow these steps to reset the product.

Step one: Perform a power reset

  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. See the section on how to use these solutions at the beginning of this document.
  • If these steps resolved the issue, and the self-test report prints, there is no need to continue troubleshooting. Connect the USB cable to continue the print job.
  • If the issue persists, continue to the next step.
  • If the self-test report does not print, skip to the next solution.

Step three: Search for more information

If you are still experiencing issues, see the HP Product Support Home Page, and then search for another document that relates to the symptoms you are experiencing.
Right-click this link, Product Support Home Page, and then click Open in New Window.
note:
If the page displays in the wrong country/region or language, click the Region - Language link in the upper right corner of your browser. Then you can select the correct country/region and language.

Solution five: Service the product

Service or replace your HP product if you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.

Preventing paper jams

The following recommendations can help prevent recurring paper jams in your HP product.
  • Before loading paper in the tray, hold the stack of paper, and then tap the bottom edge on a flat surface so that the stack is even on all sides.
  • Make sure that the length and width adjusters on the tray are correctly positioned, and then push the stack of paper forward until it stops in the tray.
      caution:
    Do not force the paper to move too far forward in the tray.
  • Do not overload the tray with paper.
  • Only add paper to the tray when the product is not printing.
  • Make sure the HP product supports the paper type. See the documentation that came with the HP product for more information.
  • Do not print on paper with paper clips or staples attached.
  • Do not use paper that is bent, torn, dusty, damp, wrinkled, curled, or paper that does not lie flat.
  • Use only one type of paper at a time. Do not mix different types, weights, or sizes of paper.
  • Do not use paper that is too thin, too thick, or too glossy for the product.

Causes

The following factors can cause paper jams:
  • Paper loaded incorrectly in the paper tray.
  • Damaged or dirty paper rollers.
  • Torn, wrinkled, or damp paper loaded in the paper tray.
  • The rear access door or two-sided printing accessory (duplexer) might not be closed or is not locked into place.
  • Paper was added to a stack already in the tray while the HP product was printing.
  • The tray contains more than one type of paper.
  • The paper is jammed inside the HP product where you cannot see it.
  • An obstruction is blocking the paper path.
  • Torn pieces of paper from a previous jam are stuck in the product.
  • The tray is too full.
  • If printing on an envelope, the edges of the envelope are bent.

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