hp-concentra-wrapper-portlet

HP Officejet Pro 8500A (A910) Printers - Paper Jam Error

This document is for HP Officejet Pro 8500A e-All-in-One (A910) printers.

During printing, the printer stops feeding pages, and the error message 'Paper Jam. Clear the jam, and then press OK' displays on the control panel.

Video of clearing a paper jam

The following video demonstrates how to clear a paper jam.

note:
This video shows the HP Officejet Pro 8500A e-All-in-One Printer series (A910), 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.

Step 1: Look for jammed paper

Paper jams can occur in multiple areas of the printer. If you cannot find the paper jam in one area, continue to the next area until you locate the jam.

caution:
Never pull jammed paper from the front of the printer. If you can pull it from the rear of the printer or the tray, always try the rear first. Pulling paper from inside the front cover can cause mechanical damage to the printer.

Clear loose paper from the input and output trays

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

Try to print. If the error persists, check for jammed paper in another area of the printer.

Clear jammed paper from the rear of the printer

Remove any jammed paper that is accessible from the rear of the printer.

Clear jammed paper from the duplexer

Remove any loose or jammed paper that is accessible from the duplexer area. If your printer does not have a duplexer, continue to the next section.

If you do not see jammed paper in the rear access area, push the buttons on the latch on the rear of the duplexer, and then lower the cover.
Latch on rear of the duplexer

Duplexer cover
Remove any jammed paper from inside the duplexer.
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 accessory while you reattach it.
Reconnect the power cord to the rear of the printer.
Plug the power cord back into the wall outlet.
Press the Power button to turn on the printer.

note:
The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before you proceed.

Clear jammed paper from the rear access door

Remove any loose or jammed paper that is accessible from the rear access door.

Press the Power button to turn off the printer.
Disconnect the power cord from the rear of the printer.
Unplug the power cord from the wall outlet.
Turn the printer around so that you can access the rear side.
Push in the button on either side of the two-sided printing accessory (duplexer), and then remove the duplexer.

note:
Your printer might look slightly different than the one pictured, but the steps are the same.
Press the buttons on the sides of the duplexer

Pull the duplexer out of printer
Gently remove any jammed paper or bits of torn paper from the rollers inside the printer. Use both hands to pull any whole sheets of paper to avoid tearing them.

caution:
Use a flashlight to thoroughly check the rollers and wheels 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.

Try to print. If the error persists, check for jammed paper in another area of the printer.

Clear jammed paper from Tray 1

Remove any loose or jammed paper that is accessible from the Tray 1 area.

Remove all paper from the output tray.
Raise the output tray.
Press the Power button to turn off the printer.
Disconnect the power cord from the rear of the printer.
Grasp any jammed paper in the paper tray with both hands, and then pull it toward you to remove it.

caution:
Remove paper from the front of the printer as carefully as possible. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur, and this could damage the print mechanism.
Lower the output tray.

Try to print. If the error persists, check for jammed paper in another area of the printer.

Clear jammed paper from Tray 2

Remove any loose or jammed paper that is accessible from the Tray 2 area.

note:
If your printer does not include Tray 2 as an optional accessory, skip to the next step.

Make sure the printer is off and disconnected from the power source.
Lift the printer off Tray 2.
Remove any jammed paper from the bottom of the printer or from Tray 2.
Replace the printer on top of Tray 2.
Reconnect the power cord to the wall outlet.
Press the Power button to turn on the printer.

note:
The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before you proceed.

Try to print. If the error persists, check for jammed paper in another area of the printer.

If you have checked and removed any jammed paper from each printer area and the error persists, continue to the next step.

Step 2: Check the carriage path and reseat the printheads

Clear the paper jam from the top of the printer. There are multiple compartments in the printer where paper can jam. If you cannot find the paper jam in one area, continue to the next area until you locate the jam.

caution:
Do not remove, inspect, and reseat the printheads in the main paper path access area (compartment 2), or in the printhead capping station area (compartment 3).

Printhead access area (compartment 1)

Main paper path access area (compartment 2)

Printhead capping station area (compartment 3)

Check compartments 1 and 2

Remove any jammed paper that is accessible from compartments 1 and 2.

Press the Power button to turn off the printer.
Disconnect the power cord from the rear of the printer.
Open the carriage access door.
Check compartments 1 and 2 for jammed paper or bits of paper. Remove any jams or bits of paper.

caution:
Use a flashlight to thoroughly check the carriage path 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.
Close the carriage access door.
Reconnect the power cord to the rear of the printer.
Press the Power button to turn on the printer.

Try to print. If the error persists, check for jammed paper in another area of the printer.

Check compartment 3

Remove any jammed paper that is accessible from compartment 3.

Open the carriage access door.
On the printer control panel, touch Change Printhead.
Wait for the carriage to move, stop, and become idle.
Disconnect the power cord from the rear of the printer.

caution:
You must disconnect the power cord to move parts by hand without the risk of an electrical shock.
Check for any paper or obstruction in the capping station (compartment 3) that might restrict the carriage.

note:
You might need a flashlight to illuminate areas for proper viewing.
Remove any crumpled or jammed paper from the capping station (compartment 3).

You can reach into compartment 3 from compartment 2, along the carriage path, to remove paper. If you are unable to remove paper or objects through compartment 2, remove the cover over compartment 3 to gain access to the obstruction.

caution:
Remove paper from the front of the printer as carefully as possible. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur, and this could damage the print mechanism.
Reach inside the printer, and then manually move the carriage.
Make sure the carriage can move freely across the width of the printer by gently pushing the carriage to the right and then to the left.
After checking the carriage, reinstall the capping station cover on compartment 3.
Close the carriage access door.
Reconnect the power cord to the rear of the printer.
Press the Power button to turn on the printer.

Try to print. If the error persists, check for jammed paper in another area of the printer.

Reseat the printheads and check the carriage

Reseat the printheads and check the carriage.

Open the carriage access door.
On the printer control panel, touch Change Printhead.
Wait for the carriage to stop and become idle before you proceed.
Lift the printhead latch.
Lift a printhead handle, and then use it to pull the printhead out of its slot.
Repeat these steps to remove the other printhead.

caution:
Do not leave printheads out of the carriage for more than 5 minutes.
Check the inside, sides, and underside of the carriage for any debris or bits of paper.
Reinsert each printhead into its color-coded slot. The label on the printhead must match the label on the printhead latch. Press down firmly on the printhead to ensure proper contact.
Pull the printhead latch all the way forward, and then press down to make sure the latch engages. You might have to apply some pressure to engage the latch.
Close the carriage access door.
The printer might go through a warm-up period, and then an alignment page prints.
- If the alignment page prints successfully, there is no need to continue troubleshooting.
- If the alignment page fails to print, continue to the next step.

If you have checked and removed any jammed paper from each compartment and the error persists, continue to the next step.

Step 3: Clean the rollers

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues. Clean the rollers inside the printer, and then try to print again.

Clean the rollers in the rear access area

Clean the rollers inside the rear access area.

Gather the following materials:
- A clean, lint-free cloth, or any cloth that will not come apart or leave fibers
- Distilled, filtered, or bottled water (tap water might damage the printer)
Press the Power button to turn off the printer.
Disconnect the power cord from the rear of the printer.
Press in the buttons on the sides of the two-sided printing accessory (duplexer), and then remove the duplexer by pulling it away from the printer.
Press the buttons on the sides of the duplexer

Pull the duplexer out of printer
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 paper feed rollers in the printer, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
Allow the rollers to dry for 10 or 15 minutes.

Try to print. If the error persists, clean the rollers in another area of the printer.

Check the rollers in the duplexer

Clean the rollers inside the duplexer.

Press in the buttons on the latch on the rear of the duplexer, and then lower the cover.
Latch on the rear of the duplexer

The duplexer cover
Check the paper feed rollers in the duplexer to make sure they are clean, free of paper bits, and rotate freely.
Clean the surface and the rollers of the duplexer the same way you cleaned the large rollers inside the printer.
Allow the rollers of the duplexer to dry for 10 or 15 minutes.
Gently push the duplexer into the printer until it snaps firmly into place.
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. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before proceeding.

Step 4: Reset the printer

Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Reset the printer, which might clear a false paper jam error, and then try to print again.

note:
The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before you proceed.

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 5: 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.