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A 'Paper Jam' Message Displays for HP Photosmart Wireless e-All-in-One Printer Series (B110)

Issue

While printing, the product stops feeding pages and a 'Paper Jam' message displays on the product control panel display or the computer.
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.
Important: You must follow these 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: Reset the product

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

Step one: Perform a power reset

  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.
  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 report.
  • 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

Follow these steps in the order presented to resolve the paper jam.

Step one: Remove 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 theprint mechanism.

Step two: Clear the paper jam from the rear of the All-in-One

Follow these steps in the order presented to clear the paper jam from the rear of the product.
  caution:
Never lift the cartridge door and pull jammed paper out from inside the HP product if you can pull it from the rear of the HP product or the paper tray. Pulling paper from the front of the product can cause mechanical damage to the HP product.
The following video demonstrates the steps for clearing a paper jam from the rear of the product.
  1. Disconnect the USB cable from the rear of the product.
  2. Press the Power button () to turn off the product.
  3. Disconnect the power cord from the rear of the product.
  4. Press in the tab on the left side of the rear access door to release the door. Pull the door away from the product to remove it.
    Figure : Remove the rear access door
    Illustration of removing the rear access door
  5. Gently pull the paper out of the rollers.
  6. Check to make sure that no scraps of paper are stuck in the product.
    Figure : Check the product for scraps of paper
    Photograph of torn paper in the rollers
  7. Reattach the rear access door to the product. Gently push the door forward until it snaps into place.
    Figure : Reattach the rear access door
    Illustration of reattaching the rear access door
  8. Reconnect the power cord to the rear of the product.
  9. Press the Power button () to turn on the product.

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

If you cannot remove the paper jam from the rear of the product, follow these steps to remove the paper jam from the front.
  1. Press the Power button () to turn off the product.
  2. Disconnect the power cord from the rear of the product.
  3. Open the cartridge door.
      caution:
    Wait until the carriage is idle and silent before continuing.
    Figure : Open the cartridge door
    Illustration of opening the cartridge door
  4. Manually move the carriage to one side of the product.
  5. Gently pull the paper out of the rollers.
    note:
    Remove paper from the front of the product as carefully as possible. If any torn pieces of paper remain inside the product, more paper jams are likely to occur, and this could damage the print mechanism.
  6. Close the cartridge door.
    Figure : Close the cartridge door
    Illustration of closing the cartridge door
  7. Reconnect the power cord to the rear of the product.
  8. 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

Use the following steps to make sure that the carriage moves freely.

Step one: Check the carriage path

  1. Press the Power button () to turn on the product.
  2. With the product turned on, open the cartridge door.
    Figure : Open the cartridge door
    Illustration of opening the cartridge door
  3. Wait for the carriage to move to the middle of the product.
  4. With the product turned on, 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.
  5. Disconnect the power cord from the power source or electrical outlet.
  6. Check for any torn paper or objects that might stop the carriage.
    note:
    You might need a flashlight to illuminate areas for proper viewing.
    Figure : Example of obstruction blocking the carriage
    Photograph of obstruction blocking the carriage
  7. Remove any loose paper or obstructions found.
      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 pieces of paper remain in the product, more paper jams might occur.
  8. Reach inside the product, 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.
  9. 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.
  10. Close the cartridge door.
    Figure : Close the cartridge door
    Illustration of closing the cartridge door
  11. Reconnect the power cord to the rear of the product.
  12. Plug the power cord into the power source or electrical outlet.
  13. 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 rollers

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

Step one: Clean the paper rollers

  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. Pull the door away from the product to remove it.
    Figure : Remove the rear access door
    Illustration of removing the rear access door
  4. Dampen a lint-free cloth with bottled or distilled water, and then squeeze any excess water from the cloth.
  5. Press the cloth against the rollers and rotate them upward with your fingers. Apply a moderate amount of pressure to remove dust or dirt buildup.
    Figure : Clean the paper rollers
    Photograph of paper rollers
  6. Allow the rollers to dry for 10 to 15 minutes.
  7. Reattach the rear access door to the product. Gently push the door forward until it snaps into place.
    Figure : Reattach the rear access door
    Illustration of reattaching the rear access door
  8. Reconnect the power cord to the rear of the product.
  9. If the product does not turn on, press the Power button ().

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, you can stop troubleshooting.
  • 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 solution.

Solution five: Service the product

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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