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A 'Paper Jam' Message Displays for HP Deskjet 6988, 6988dt, and 6988xi Printers

Issue

A paper jam occurs while printing.

Solution

Use the following instructions to clear a paper jam from the unit.

Step one: Check for and remove any loose paper from the In tray

Follow the steps below to clear a paper jam in the input tray.
  1. Turn the printer off and unplug the printer.
  2. Remove all loose paper from the paper In tray.
  3. If more than one sheet is stuck in the printer, remove the paper one sheet at a time by taking hold of a sheet in the middle of the stack and, with both hands and firm, even pressure, pull the sheet toward you. Usually, removing one or two sheets from the middle of the stack will release the pressure and the rest of the stack can be removed.
  4. After you have cleared the paper, check to make sure no scraps of paper are stuck in the printer.
  5. Press the Resume button on the front panel of the printer. If the paper is still jammed, continue on to the next step.
  caution:
Always attempt to first remove jammed paper from the back of the printer to avoid mechanical damage.

Step two: Clear jam from the back of printer

Follow these steps to clear the paper jam from the back of the printer.

Remove the rear access door to clear the paper jam

  1. Turn off the printer.
  2. Push the two latch handles on the rear access door of the printer toward each other, and then remove the door.
    Figure : Remove the rear access door
  3. Remove any paper that is inside the printer by pulling the paper out from the back of the printer.
    If printing labels, verify that a label did not become detached from the label sheet while passing through the printer.
  4. Replace the rear access door securely.
    Figure : Replace the rear access door
  5. Print the document again. If the paper is still jammed, continue on to the next step.

Remove the two-sided printing accessory to clear the paper jam

  1. Turn off the printer.
  2. Press the buttons on the left and right sides of the duplexer, and then remove it from the printer.
    Figure : Remove the duplexer
      caution:
    Remove the duplexer before opening it when clearing a paper jam.
  3. Remove any paper from inside the printer.
  4. Open the duplexer and remove any paper from inside.
    Figure : Open the duplexer
  5. Close the duplexer.
  6. Attach the duplexer to the printer.
  7. Turn on the printer, and then press the Resume button.
  8. Print the document again. If the paper is still jammed, continue on to the next step.

Remove the automatic two-sided print accessory with small paper tray to clear the paper jam

Follow these steps to remove a paper jam from the automatic two-sided print accessory with small paper tray.
  1. Turn off the printer.
  2. Press the buttons on the left and right sides of the accessory, and then remove it from the printer.
    Figure : Remove the accessory
      caution:
    Remove the automatic two-sided print accessory with small paper tray before opening it when clearing a paper jam.
  3. Remove any paper that is inside the printer.
  4. Lift the back lever on the accessory, and then unhook the small paper tray.
  5. Tilt the small paper tray forward and then open the lower door of the accessory.
      Figure : Opening the accessory door
    1. Tilting the small paper tray
    2. Opening the lower door
  6. Remove any paper that is inside the accessory.
  7. Close the accessory, and then secure the back lever to close the accessory.
    Figure : Reattach the accessory
  8. Attach the accessory to the printer.
  9. Print the document again. If the paper is still jammed, continue on to the next step.

Step three: Lift the front cover and slowly remove any jammed paper

  1. Raise the printer cover and remove the paper jam from the front of the printer.
      caution:
    Remove the paper jam carefully as it is possible to damage the printer when removing paper from the front.
  2. Lower the cover, turn on the printer, and then press the Resume button.
  3. Print the document again. If the paper is still jammed, continue on to the next step.

Step four: Verify that the print carriage can move freely

  1. Unplug the power cable.
  2. Open the print cartridge door to access the print carriage area.
  3. Check to see if the print cartridge carriage will move freely from one side of the printer to the other. Do not try to force it to move if it is stuck.
  4. Remove the print cartridges and gently move the print carriage to the far right of the printer.
  5. Replace the print cartridges. Plug the power cable into the printer and turn the power on.
  6. Print the document again. If the paper is still jammed, continue on to the next step.

Step five: Reset the printer

A hard, or mechanical, reset is performed when the printer is in a condition where its normal printing process is interrupted. Examples include a paper jam, carriage stall, or mechanical noise. To perform a mechanical hard reset, follow the steps below:
  1. Disconnect any USB cables attached to the printer and remove any memory cards from drive bay.
  2. Restart the computer.
  3. Remove any paper from the paper tray.
  4. Unlock the ink cartridge locking clips.
  5. Remove all printer ink cartridges.
  6. Lock down the ink cartridge locking clips.
  7. Close the main printer door.
  8. Turn off the printer using the power button and wait for the printer to shut down before proceeding to step 9.
  9. Unplug the power from the back of the printer.
  10. Unplug the power adapter from the wall outlet.
  11. Remove the rear access door.
  12. Locate the clutch inside the printer.
    note:
    The clutch is located in the same place as pictured above in Figure 1, however, you must access it from the left, just above the paper output tray.
  13. Press the clutch firmly towards the back of the printer, while rolling the wheels in the back of the printer upward two full rotations.
  14. Release the clutch and roll the wheels up two more rotations.
  15. Roll the wheels in an upward direction until a clicking sound is heard.
  16. Reinstall and lock the rear access door.
  17. Connect the power adapter to a wall outlet.
  18. Reconnect the power cable to the printer.
  19. Turn the printer on.
  20. Re-insert the paper into the input tray.
  21. Wait for the appropriate missing cartridge error to verify that the printer recognizes this error.
  22. Re-insert one ink cartridge only, to minimize confusion in case one of the cartridges is defective, and print an internal test page.
  23. If no errors are found, insert the other ink cartridge(s) and ensure that they are functioning by performing internal test pages or calibration pages. If an error occurs due to a defective cartridge, perform the appropriate steps for Resolving Ink Cartridge Rejections.
  24. After returning to the main Windows screen, reconnect the USB cable to the computer then to the printer.
  25. Test for printer functionality.

Step six: Reload and test the printer

  1. Re-load the paper in the In tray. Ensure that the pages are not stuck together.
  2. Turn on the printer, and then press the Resume button to print the document again.
  3. Print the document again. If the paper is still jammed, continue on to the next step.

Step seven: 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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