Error:

Javascript is disabled in this browser. This page requires Javascript. Modify your browser's settings to allow Javascript to execute. See your browser's documentation for specific instructions.

hp-support-head-portlet

Actions

HP Customer Support - Knowledge Base

hp-contact-secondary-navigation-portlet

Actions

hp-share-print-widget-portlet

Actions

Information

Fix and resolve Windows 10 update issue on HP Computer or Printer. Click here

Information

Create an HP account today!
Connect with HP support faster, manage all of your devices in one place, view warranty information and more. Learn more

hp-concentra-wrapper-portlet

Actions

A 'Paper Jam' Error Displays on the HP Officejet Pro 3610 and 3620 Black & White e-All-in-One Printer Series

Issue

During printing, the printer stops feeding pages, and the error message 'Paper Jam has occurred. Clear the jam, and then press OK' displays on the printer control panel. The Power button light might also blink fast.

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.

Experiencing frequent or recurring paper jams?

The following recommendations can help prevent recurring paper jams in your HP product:

Do not put any objects (such as paper clips, coins, or rubber bands) on top of the HP product that could potentially fall inside the input tray.
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 width adjusters on the tray are correctly positioned before inserting paper into the product.

caution:
Do not force paper into the tray.
Do not overload the tray with paper.
Only add paper to the tray when the product is not printing.
Make sure that 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.

Solutions

Important: You must follow these solutions in the order presented to resolve the issue.

When one of the solutions resolves the issue, you can stop troubleshooting.

Solution one: Turn the printer off and then on again

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

Step one: Turn the printer off and then on again

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.
Wait 60 seconds.
Reconnect the power cord to the rear of the printer.
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.

Step two: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.

Load plain white paper in the tray.
On the printer control panel, press the Setup button (). The Setup menu displays.
Press the button () next to the Down arrow () to scroll to Reports, and then press the button next to OK. The Reports menu displays.
Press the button next to Printer Status Report. The test page prints.

Figure : 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: Clear any jammed paper from the printer

Follow these steps in the order presented to clear any jammed paper from the printer, and then print a test page.

Step one: Remove any loose paper from the tray

Remove any loose paper from the paper tray, but do not remove any paper that is jammed in the tray during this step.

Open the paper tray.
Remove any loose sheets of paper from the tray.
Close the paper tray.

Step two: Clear any jammed paper from the front of the printer

Remove any jammed paper from the front of the printer.

note:
Your printer might not look exactly like the printer in the images, but the steps are the same.

Press the Power button to turn off the printer.
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 HP printer to avoid risk of injuries or electric shock.
Disconnect the USB cable from the rear of the printer if you have a USB connection to the computer.
Place your fingers into the slot on the left side of the printer, and then pull forward to open the cartridge access door.

Figure : Open the cartridge access door
Gently remove any jammed paper and bits of torn paper from the cartridge access area. To avoid tearing any whole sheets of paper, pull the paper with both hands.

Figure : Remove any jammed paper from the cartridge access area
Move the carriage to the left.

Figure : Move the carriage to the left
Remove any jammed paper from the right side of the carriage. Pull the paper toward you and through the front of the printer.

note:
Use a flashlight to thoroughly 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.

Figure : Remove any jammed paper from the right side of the carriage
Close the cartridge access door.

Figure : Close the cartridge access door

Step three: Clear any jammed paper from the ADF (3620 model only)

Remove any jammed paper from the automatic document feeder (ADF) and the ADF rollers on the scanner lid.

note:
If your printer does not have an ADF, skip to the next step.

Press the Power button to turn off the printer, if it is not off already.
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.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
Lift the ADF cover.

Figure : Lift the ADF cover
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
Lift the tab located on the front edge of the ADF to raise the ADF mechanism.
Figure : Lift the ADF mechanism

Lift the tab on the ADF mechanism
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.
Lower the ADF mechanism until it snaps in place.
Close the ADF cover tightly at both ends.

Figure : Close the ADF cover tightly at both ends
Lift the scanner lid.
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

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.
Close the scanner lid.

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

Remove any jammed paper from the rear of the printer.

Press the Power button to turn off the printer, if it is not off already.
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.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
Remove the duplexer. Push in the buttons on either side of the duplexer, pull out the duplexer, and then set it aside.
Figure : Remove the duplexer

Push in the duplexer buttons

Pull out the duplexer
Gently pull the paper out of the rollers inside the printer. To avoid tearing any whole sheets of paper, pull the paper with both hands.

Figure : Paper rollers in the rear of the printer

Step five: Clear any jammed paper from the duplexer

Remove any jammed paper from the duplexer.

Press the tabs on the sides of the duplexer, and then lower the cover.

Figure : Press the tabs to open the duplexer
Remove any jammed paper from the rollers inside the duplexer.

Figure : Duplexer rollers
Close the duplexer cover.
Gently push the duplexer into the printer until it snaps firmly into place. Do not press the buttons on the end of the duplexer while you reattach it.

Figure : Push the duplexer into place
Reconnect the power cord to the rear of the printer, and then reconnect the USB or Ethernet cable.
Plug the power cord back into the power source or electrical outlet.
Press the Power button to turn on the printer.

Step six: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.

How to print a test page

Follow these steps to print a test page.

Load plain white paper in the tray.
On the printer control panel, press the Setup button (). The Setup menu displays.
Press the button () next to the Down arrow () to scroll to Reports, and then press the button next to OK. The Reports menu displays.
Press the button next to Printer Status Report. The test page prints.

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: 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.

Step one: Check the carriage path for obstructions

Press the Power button to turn on the printer if it is not on already.
Place your fingers into the slot on the left side of the printer, and then pull forward to open 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.

Figure : Open the cartridge access door
With the printer turned on, disconnect the power cord from the rear of the printer.
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.
Check for and remove any loose paper or objects that might be restricting the carriage.

note:
Use a flashlight to thoroughly 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.
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.
Remove any loose paper or objects found.
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.
Close the cartridge access door.

Figure : Close the cartridge access door
Reconnect the power cord to the rear of the printer, and then reconnect the USB or Ethernet cable.
Plug the power cord back into the power source or electrical outlet.
Press the Power button to turn on the printer.

Step two: Print a Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.

How to print a test page

Follow these steps to print a test page.

Load plain white paper in the tray.
On the printer control panel, press the Setup button (). The Setup menu displays.
Press the button () next to the Down arrow () to scroll to Reports, and then press the button next to OK. The Reports menu displays.
Press the button next to Printer Status Report. The test page prints.

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: 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. Use the following steps to clean the rollers inside the printer, the duplexer, and the ADF, and then print a test page.

Before you begin to clean the rollers, gather the following materials:

A long, lint-free cotton swab
A clean, lint-free cloth, or any cloth that does not come apart or leave fibers
Distilled, filtered, or bottled water (tap water might damage the printer)

Step one: Clean the rollers from inside the cartridge access area

Press the Power button to turn off the printer, if it is not off already.
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 risk of injuries or electric shock.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
Place your fingers into the slot on the left side of the printer, and then pull forward to open the cartridge access door.

Figure : Open the cartridge access door
Lightly dampen the swab with the water, and then squeeze any excess liquid from the swab.
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.

Figure : Clean the rollers in the cartridge access area
Allow the rollers to dry completely (approximately 10 minutes).
Close the cartridge access door.

Figure : Close the cartridge access door

Step two: Clean the rollers in the ADF (3620 model only)

Clean the paper feed rollers in the ADF.

note:
If your printer does not have an ADF, skip to the next step.

Press the Power button to turn off the printer, if it is not off already.
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 printer to avoid risk of injuries or electric shock.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
Lift the top cover of the ADF. This provides easy access to the rollers and separator pad.
Figure : Lift the ADF cover

ADF cover

Rollers

Separator pad
Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
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.
Figure : Clean the rollers and separator pad

Rollers

Separator pad
Allow the rollers to dry completely (approximately 10 minutes).
Close the ADF cover tightly at both ends.

Figure : Close the ADF cover tightly at both ends

Step three: Clean the rollers inside the rear of the printer

Press the Power button to turn off the printer, if it is not off already.
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 printer to avoid risk of injuries or electric shock.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
Remove the duplexer. Push in the buttons on either side of the duplexer, pull out the duplexer, and then set it aside.
Figure : Remove the duplexer

Push in the duplexer buttons

Pull out the duplexer
Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
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.

Figure : Clean the rollers in the rear of the printer
Allow the rollers to dry completely (approximately 10 minutes).

Step four: Clean the rollers in the duplexer

Press the tabs on the sides of the duplexer, and then lower the cover to open the duplexer.

Figure : Press the tabs to open the duplexer
Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
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.

Figure : Clean the rollers in the duplexer
Allow the rollers to dry completely (approximately 10 minutes).
Close the duplexer cover.
Gently push the duplexer into the printer until it snaps firmly into place. Do not press the buttons on the end of the duplexer while you reattach it.

Figure : Push the duplexer into place
Reconnect the power cord to the rear of the printer, and then reconnect the USB or Ethernet cable.
Plug the power cord back into the power source or electrical outlet.
Press the Power button to turn on the printer.

Step five: Print a Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.

How to print a test page

Follow these steps to print a test page.

Load plain white paper in the tray.
On the printer control panel, press the Setup button (). The Setup menu displays.
Press the button () next to the Down arrow () to scroll to Reports, and then press the button next to OK. The Reports menu displays.
Press the button next to Printer Status Report. The test page prints.

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: 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 printer, which clears a false paper jam error.

Step one: Reset the printer

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

Step two: Print a Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.

How to print a test page

Follow these steps to print a test page.

Load plain white paper in the tray.
On the printer control panel, press the Setup button (). The Setup menu displays.
Press the button () next to the Down arrow () to scroll to Reports, and then press the button next to OK. The Reports menu displays.
Press the button next to Printer Status Report. The test page prints.

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.
- Experiencing another issue?
  
  If your printer prints a test page and there is still an issue with your printer, go to HP Customer Support, type your printer model, and then browse for the appropriate support document to troubleshoot the issue.
If the printer does not print a test page, there is an issue with the printer hardware. Continue to the next solution.

Solution six: 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.

hp-feedback-input-portlet

Actions

hp-feedback-banner-portlet

Actions

hp-country-locator-portlet

Actions

Country/Region: Africa

hp-detect-load-my-device-portlet

Actions

hp-hero-support-search

Actions

Examples: "Deskjet Ink Advantage K109 paper jam", "ProBook 4540s bios update"