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A 'Carriage Jam' Message Displays for HP Photosmart D7300 Series

Issue
The 'Carriage Jam' message displays on the control panel.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
Solution one: Turn the product off and then on again
  1. Press the Power button () to turn off the product.
  2. Press the Power button () to turn on the product.
      note:
    The product might go through a warm-up period of up to two minutes. Lights might flash and the carriage might move. Wait until the product is idle before continuing to the next step.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution two: Clear the paper path
Follow these steps to clear a paper jam from the back and the front of the product.
  caution:
Trying to clear a paper jam from the front of the product through the top cover can damage the print mechanism. Always access and clear paper jams from the rear access door of the product before attempting to remove it from the front.
Step one: Clear the paper path from the back of the product
  1. Turn off the product.
  2. Press in the tab on the rear door to release the door.
  3. Remove the door by pulling it away from the product.
    Figure : Remove the rear door
    Press in the tab on the rear door and pull it away from the product.
  4. Gently pull any jammed paper out of the rollers.
      caution:
    If the paper tears when it is removed from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the device. If all the pieces of paper are not removed from the product, more paper jams are likely to occur.
  5. Remove any paper from the top zone of the paper path.
    Figure : Paper path top zone
  6. Replace the rear door by gently pushing the door forward until it snaps into place.
  7. Press the Power button () to turn on the product, and then touch OK to continue the current print job.
      note:
    The product might go through a warm-up period of up to two minutes. Lights might flash and the carriage might move. Wait until this warm-up period is complete before continuing.
Step two: Clear the paper path from the front of the product
  1. Leave the product on, and then disconnect the power cord and the USB or Ethernet cable from the back of the product. Do not reconnect them until instructed to later.
      caution:
    Make sure the product is on before disconnecting the power cord. Failure to disconnect the power cord from the rear of the unit can cause damage when removing jammed paper.
  2. Open the top cover.
      Figure : Open the top cover and the carriage access door
      Illustration of the product with the top cover and carriage access door open
    1. Carriage access door
    2. Top cover
  3. Carefully remove any jammed paper from the front of the product.
  4. Open the carriage access door, located behind the cartridges, to expose the printhead assembly.
  5. Gently remove any jammed paper from the rollers, close the carriage access door, and then close the top cover.
  6. Reconnect the power cord and the USB or Ethernet cable. Press the Power button () to turn on the product, and then touch OK to continue the current job.
      note:
    The product might go through a warm-up period of up to two minutes. Lights may flash and the carriage may move. Wait until this warm-up period is complete before going to the next step.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution three: Make sure the print carriage can move freely
The print carriage is the device which contains the print head and moves left to right during printing. It might get stuck on either side, or in the middle, of the product. If this happens, follow these steps to remove any jammed paper and free the carriage.
  note:
Normally when the top cover is open, the carriage is parked and securely locked all the way to the right. Paper jammed in the service station area could cause the carriage to feel locked in place.
Figure : Carriage assembly
Step one: With the product turned on, disconnect the power cord and USB cable
  1. Make sure that product is turned ON, and then disconnect the power cord and the USB cable from the back of the product. Do not reconnect them until instructed to later.
      caution:
    Make sure the product is turned ON before disconnecting the power cord. Failure to disconnect the power cord from the rear of the unit can cause damage when removing jammed paper.
  2. Open the top cover.
      Figure : Open the top cover and the carriage access door
      Illustration of the product with the top cover and carriage access door open
    1. Carriage access door
    2. Top cover
  3. Make sure that the cartridges are securely locked into the carriage.
  4. Check for any paper or object that might be restricting the carriage.
Step two: Remove jammed paper
  1. Note where the carriage is stuck and look for jammed paper. You might need a flashlight to illuminate areas for proper viewing. A paper jam causes error messages and carriage stalls. Some paper might jam in different locations than those shown in the photos.
  2. Check for any paper or object that might be restricting the carriage.
      note:
    A paper jam causes error messages and carriage stalls.
    If the carriage is stuck on the right side, follow these steps.
    1. Move the carriage all the way to the left side.
    2. Check the paper path and remove any paper still in the product.
      Figure : Paper jam on the right side
      Paper jammed inside the product on the right side.
      Figure : Paper jam on the right side
      Paper jammed inside the product on the right side.
      Figure : Paper jam on the right side in the Service Station area
      Paper jammed inside the Service Station area
    If the carriage is stuck on the left side, follow these steps:
    1. Move the carriage to the right side.
    2. Check the paper path and remove any paper still in the product.
      Figure : Paper jam on the left side
      Paper jammed inside the product on the left side.
      Figure : Paper jam on the left side
      Paper jammed inside the product on the left side.
    If the carriage is stuck in the middle, follow these steps:
    1. Check the paper path and remove any paper still in the product.
    2. Move the carriage to the right side.
    3. Check the paper path and remove any paper still in the product.
  3. Make sure that the carriage moves freely by gently pushing the carriage to the left and then to the right.
  4. Close the cartridge door.
  5. Reconnect the power cord and the USB cable.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution four: If the Power light is on steady, print a test page
To print a test page, follow these steps:
  note:
If the Power light is NOT on steady, and the carriage is still in a stalled position, skip to the next solution.
  1. Make sure that the product is turned ON, and that the input tray contains unused, plain, white paper.
  2. Touch Setup on the control panel display.
  3. Select Print Report and press OK.
    The Test page prints.
    Figure : Test page
  • If the page prints, the error is resolved and you do not need to continue troubleshooting.
  • If the page does not print, continue to the next solution.
Plug the power cord directly into a wall outlet and check for the following.
  • Make sure that the power cord used is the one provided with the product.
  • If a computer connects to the product, make sure that the computer plugs into a grounded wall outlet.
  • Make sure that the power cord is firmly connected to both the product and the power supply.
  note:
Remove any surge protectors or extension cords for this test. Surge protectors and extension cords could prevent full voltage from reaching the printer.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Contacting HP for service in all countries/regions except Asia Pacific.
If you completed all the preceding steps and your product still has an issue, service the product.
Check your product warranty to determine if your product is still under warranty, and then go to Contact HP Support to schedule a repair or replacement.
Repair fees might apply for out-of-warranty products.

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