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HP Customer Support - Knowledge Base

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HP Deskjet, Photosmart 6520 Printers - A 'Carriage Jam' Error Displays

This document is for HP Deskjet Ink Advantage 6525 and HP Photosmart 6520, 6521, and 6525 e-All-in-One printers.
The carriage, which holds the ink cartridges, stalls in the printer, and a Carriage Jam: Clear carriage jam message displays on the printer. A paper jam might have previously occurred.

Step 1: Reset the printer

Reset the printer to clear any error states with the print mechanism or firmware.
  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.
Try to print. If the issue persists, continue to the next step.

Step 2: Clear any jammed paper

Paper jams can occur in multiple areas of the printer. If you cannot find the paper jam in one area, continue to the next area until the jam is located.
Try to print. If the issue persists, continue to the next step.

Step 3: Check the ink cartridge carriage

Check for debris or paper blocking ink cartridge carriage movement, or resolve issues when the carriage is stuck on the right side or does not move all the way to the right.
  1. Open the cartridge access door.
    Open the cartridge access door
  2. Note what the ink cartridge carriage does. It should move into the access area and all the ink cartridges should be visible. Or it might remain stuck on the right side.
    Ink cartridge carriage in the access area
  3. Select one of the following sections, depending on what the carriage does.

Step 4: Reinsert the cartridges

Remove and reinstall the ink cartridges to confirm they are properly seated.
  1. Open the cartridge access door.
    Open the cartridge access door
  2. Press the tab on the front of the ink cartridge in to release it, and then pull it up and out of the slot.
    Remove the ink cartridge from the slot
  3. With the nozzle and contacts facing down, reinsert the ink cartridge into its color-coded slot. Press it down until it snaps into place.
    Insert the ink cartridge
  4. Repeat these steps to remove and reinsert the other ink cartridges.
  5. Close the cartridge access door.
Try to print. If the issue persists, continue to the next step.

Step 5: Plug the printer directly into a wall outlet

Plug the printer directly into an electrical outlet rather than a power strip or adapter to make sure the power source functions correctly.
Try to print. If the issue persists, continue to the next step.

Step 6: 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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Country/Region: Africa

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