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A 'Paper jam or misfeed' Message Displays for HP Photosmart Premium TouchSmart Web (C309n) All-in-One Printer

Issue
The 'Paper jam or misfeed' error message displays on the control panel. The following symptoms might also accompany this error message:
  • The product stops printing.
  • The product makes more noise than usual.
  • The product displays a 'Carriage jam' or 'Paper mismatch' message on the control panel.
  note:
Paper jams can be real or false. The product 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?
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.
How to use the solutions in this document
To resolve the issue, try each solution in this document, and then use the steps in this section to print a Printer Status Report. This step determines if the product hardware functions correctly. When you have resolved the issue, and the product successfully prints a Printer Status Report, there is no need to continue troubleshooting.
How to print a Printer Status Report
  1. Load plain white paper in the input tray.
  2. On the product control panel, touch Setup.
  3. Touch Tools.
  4. Touch Printer Status Report. The Printer Status Report prints.
IMPORTANT: Try to print a Printer Status Report after you try each solution, even if the solution resolves the issue. Refer to the steps in this table as necessary.
Solution one: Turn the All-in-One off and on again
  1. Press the Power button () to turn off the product. If the product does not turn off, continue to the next solution.
  2. Wait 60 seconds.
  3. Press the Power button () to turn on the product.
      note:
    The product might go through a warm-up period which might last up to two minutes. The product lights might flash and the carriage might move. Wait until the warm-up period completes before you continue.
  • If these steps resolved the issue, and the Printer Status Report prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the Printer Status Report does not print, continue with the next solution.
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
Remove any loose paper from the paper tray.
Illustration of warning to not pull jammed paper from under the cartridge access door
Step two: Clear the paper jam from the rear of the All-in-One
  1. Disconnect the USB cable from the rear of the product.
  2. Make sure the product is powered on, and then disconnect the power cord from the rear of the product.
      caution:
    Make sure the product is on before disconnecting the power cord. Failure to disconnect the power cord from the rear of the product can cause damage when removing jammed paper.
      note:
    Do not reconnect the USB cable and power cord until instructed to do so.
  3. Press in the tabs on the left and right sides of the two-sided printing accessory (duplexer) to release it, and then pull the duplexer away from the product to remove it.
    Figure : Remove the duplexer
    Illustration: Press in the tabs on the left and right sides of the duplexer, and then pull the duplexer away from the product.
  4. Gently pull any jammed paper out of the rollers.
      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 product. If any torn pieces of paper remain inside the product, more paper jams are likely to occur.
    Figure : Check the product for bits of torn paper
    Photograph of torn paper in the rollers
  5. Remove any paper from the top zone of the paper path.
    Figure : Paper path top zone
    Photo of the top zone of the paper path.
  6. Reattach the duplexer. Press in the tabs on the left and right sides of the duplexer, and then gently push it forward until it snaps into place.
    Figure : Reattach the duplexer
    Illustration: Reattach the duplexer
Step three: Clear the jam from the front of the All-in-One
  1. Open the cartridge access door. The carriage might try to move into the access area at the right. Allow the carriage to move to that position.
    Figure : Open the cartridge access door
    Illustration: Open the cartridge access door.
  2. Wait until the carriage is idle and silent.
  3. Gently pull any jammed paper out of the rollers inside the product.
      caution:
    If the paper tears when you remove it from the rollers, check the rollers for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the product, more paper jams are likely to occur.
  4. Close the cartridge access door.
    Figure : Close the cartridge access door
    Illustration: Close the cartridge access door.
  5. Reconnect the power cord to the rear of the product.
  6. Press the Power button () to turn on the product.
Step four: Print a Printer Status Report
Print a Printer Status Report. See the section on how to use these instructions at the beginning of this document.
  • If these steps resolved the issue, and the Printer Status Report prints, there is no need to continue troubleshooting. Reconnect the USB and Ethernet cables, and then try the print job again.
  • If the issue persists, continue with the next solution.
  • If the Printer Status Report does not print, continue with the next solution.
Solution three: Clean the paper rollers
Follow these steps to clean the rollers.
Step one: Clean the rollers
  1. Gather the following materials:
    • 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 product)
  2. Press the Power button () to turn off the product.
  3. Turn the product around to access the rear of the product.
    Figure : The rear of the product
    Illustration of the rear of the product.
  4. Disconnect the power cord from the rear of the product.
    Figure : Disconnect the power cord
    Illustration: Disconnect the power cord.
  5. Press the buttons on the sides of the two-sided printing accessory (duplexer), and then pull the duplexer out of the product.
    Figure : Press the two buttons on the sides of the duplexer
    Illustration:Press the two buttons on the sides of the duplexer
  6. Dip the lint-free cloth into the purified or distilled water, and then squeeze the excess water from it.
  7. Thoroughly clean the plastic rollers on the duplexer to remove all debris or buildup. Rotate the rollers upward by hand for access to clean the entire surface of each roller. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure : Turn the rollers by hand
    Illustration: Turn the rollers.
  8. Thoroughly clean the rubber rollers inside the product. Rotate the rollers upward by hand for access to clean the entire surface of each roller. Apply a moderate amount of pressure to remove any dust or dirt buildup.
  9. Allow the rollers to dry completely.
  10. Insert the duplexer into its slot at the rear of the product. Push it in until it clicks into place.
  11. Connect the power cord to the rear of the product.
  12. Turn the product around to access the front.
  13. Press the Power button () to turn on the product.
Step two: Print a Printer Status Report
Print a Printer Status Report. See the section on how to use these instructions at the beginning of this document.
  • If these steps resolved the issue, and the Printer Status Report prints, there is no need to continue troubleshooting. Reconnect the USB and Ethernet cables, and then try the print job again.
  • If the issue persists, continue with the next solution.
  • If the Printer Status Report does not print, continue with the next solution.
Solution four: Perform a power reset
  1. Press the Power button () to turn on the product, if it is not already on.
  2. With the product turned on, unplug the power cord from the rear of the product.
  3. Unplug the power cord from the power source or electrical outlet
  4. Wait at least 15 seconds.
  5. Plug the power cord back in to the power source or electrical outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on automatically, press the Power button () to turn on the product.
Step two: Print a Printer Status Report
Print a Printer Status Report. See the section on how to use these instructions at the beginning of this document.
  • If these steps resolved the issue, and the Printer Status Report prints, there is no need to continue troubleshooting. Reconnect the USB and Ethernet cables, and then try the print job again.
  • If the issue persists, continue with the next solution.
  • If the Printer Status Report does not print, continue with the next solution.
Step three: Search for more information
If you still experience issues, see the product Support Home Page, and then search for another document that relates to the symptoms you experience.
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.
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.
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.
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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