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A 'Paper Jam' Message Displays for HP Photosmart e-All-in-One (D110a and D110b) Printers

Issue

While printing, the product stops feeding pages and a 'Paper Jam' message displays on the product control panel display or the computer.

Video of Clearing a Paper Jam

The following video demonstrates how to clear a paper jam.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
Important: You must follow these solutions in the order presented to resolve the issue.

Solution one: Reset the product

Follow these steps to reset the product, and then try to print a test page.

Step one: Reset the product

  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.

Step two: Print a Printer Status Report

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

Video of printing a test page

The following video demonstrates how to print a printer status report.
note:
This video shows the HP Photosmart e-All-in-One Printer series (D110), but the steps are the same for your printer.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
  1. Load plain white paper in the input tray.
  2. Touch the button () next to the Setup icon () in the lower-left corner of the control panel.
  3. Touch the Right Arrow button () to select Tools, and then touch OK.
  4. Touch the Right Arrow button () to select Printer Status Report, and then touch OK. The product prints the test page.
  • 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 the paper jam

Perform the following steps to clear a paper jam from the product.

Step one: Remove any loose paper from the tray

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 jam from the rear of the All-in-One

  caution:
Never lift the front cover and pull jammed paper out from the inside the HP product if you can pull it from the rear of the HP product or the paper tray. Pulling paper from inside the front cover can cause mechanical damage to the HP product.
  1. Press the Power button () to turn off the product.
  2. Disconnect the power cord from the rear of the product.
  3. Press in the tab on the left side of the rear access door to release the door. Remove the door by pulling it away from the product.
    Figure : Remove the rear access door
    Image of removing the rear access door
  4. Gently remove any jammed paper from the rollers inside the product.
      caution:
    If the paper tears while removing 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. Reattach the rear access door. Gently push the door forward until it snaps into place.
    Figure : Reattach the rear access door
    Illustration of reattaching the rear access door

Step three: Clear the jam from the front of the All-in-One

Follow these steps to remove the paper jam from the front of the product.
  caution:
Remove the paper carefully. If the paper tears, part of it might remain inside the paper path and damage the product. Carefully remove all traces of paper that you can find.
  1. Open the cartridge door.
    Figure : Open the cartridge door
    Illustration of opening the cartridge door.
  2. Gently pull the paper out from under the front cover.
    Figure : Pull the paper from under the front cover
    Illustration of pulling the paper from under the front cover
  3. Close the cartridge door.
    Figure : Close the cartridge door
    Illustration of closing the cartridge door
  4. Reconnect the power cord to the rear of the product.
  5. Press the Power button () to turn on the product.

Step four: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.
  • 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: Make sure that the carriage can move freely

Follow these steps to make sure that the carriage can move freely.

Step one: Check the carriage path

  1. Press the Power button () to turn on the product.
  2. Open the cartridge door.
    Figure : Open the cartridge door
    Illustration of opening the cartridge door
  3. Without turning off the product, disconnect the power cord from the rear of the product.
      caution:
    You must disconnect the power cord to move the carriage by hand without the risk of an electrical shock.
  4. Disconnect the power cord from the power source or electrical outlet.
  5. Look inside the product to see where the carriage is stuck, and then check for any torn paper or other objects that might be restricting the carriage.
    note:
    You might need a flashlight to illuminate areas for proper viewing.
    Figure : Example of obstruction
    Photograph of obstruction blocking the carriage
  6. Remove any loose paper or obstructions found.
  7. Reach inside the product through the cartridge door, and then manually move the carriage.
    • If the carriage is stuck on the right side of the product, move the carriage to the left side of the product.
    • If the carriage is stuck on the left side of the product, move the carriage to the right side of the product.
    • If the carriage is stuck in the middle of the product, move the carriage to the right side of the product.
  8. Make sure that the carriage can move freely across the width of the product. Firmly push the carriage to the left side of the product, and then to the right side.
  9. Close the cartridge door.
    Figure : Close the cartridge door
    Illustration of closing the cartridge door
  10. Reconnect the power cord to the rear of the product.
  11. Plug the power cord into the power source or electrical outlet.
  12. Press the Power button () to turn on the product.

Step two: Print a Printer Status Report

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

Follow these steps to clean the paper rollers inside the product.

Step one: Clean the rollers

  1. Disconnect the power cord from the rear of the product.
  2. Press in the tab on the left side of the rear door to release the door. Pull the door away from the product to remove it.
    Figure : Remove rear access door
  3. Remove any debris, dirt, or paper scraps.
  4. Locate the paper rollers. Clean the rollers by wiping them with a lint-free cloth lightly moistened with distilled or bottled water.
    Figure : Clean the paper rollers
    note:
    Rotate the rollers with your fingers to clean all the way around.
  5. Allow the rollers to dry completely.
  6. Replace the rear access door. Gently push the door forward until it snaps into place.
  7. Reconnect the power cord to the back of the product.
  8. Press the Power button () to turn on the product.

Step two: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.
  • 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 test page prints successfully, but you continue to experience an issue with your printer, then the issue is not related to the hardware.
  • If the printer does not print a test page, there is an issue with the printer hardware. Continue to the next step or solution.

Solution five: Service the All-in-One

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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