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A 'Paper Jam' Error Displays on the HP Photosmart 7520 e-All-in-One Printer Series

Issue

The printer does not print or stops feeding pages when printing. A 'Paper Jam' message displays on the printer control panel.
note:
Paper jams can be real or false. The printer 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: Turn the All-in-One off and on again

Follow these steps to restart the printer, and then try to print a test page.

Step one: Turn the All-in-One off and on

  1. Press the Power button () to turn off the product.
  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 can last up to one minute. Wait until the product is idle and silent before continuing.

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. From the home screen on the product control panel, touch Setup () on the top right side. A list of menu options displays.
  3. Touch Tools, and then touch Printer Status Report. 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 jam from the All-in-One

Follow these steps to first clear the paper jam from the rear of the printer, and then clear the jam from the front, if necessary.
  caution:
Clearing a paper jam from the front of the printer can damage the print mechanism. Gain access to and then clear paper jams through the rear of the printer whenever possible.

Step one: Remove any loose paper

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.
  1. Lift the lid of the main paper tray and then remove any loose paper from the tray.
    Figure : Remove loose paper from the main paper tray
    Image: Remove loose paper from the main paper tray.
  2. Lift the lid of the photo tray (located in the lid of the main paper tray) and then remove any loose paper from the tray.
    Figure : Remove loose paper from the photo tray
    Image: Remove loose paper from the photo tray.
  3. Remove any loose paper from the output tray.
  4. Do not pull jammed paper from the front of the printer at this time. The step to clear the jam from the front of the printer has directions to do this without damaging the printer.
    Figure : Do not pull jammed paper from the front of the printer
    Image: Do not pull jammed paper from the front of the printer.

Step two: Clear the paper jam from the rear of the printer

  1. Press the Power button () to turn off the printer.
  2. Turn the printer around to access the rear of the printer.
  3. Disconnect the power cord.
  4. Disconnect the USB cable if your printer is connected with a USB cable.
  5. Remove the two-sided printing accessory (duplexer) from the rear of the printer. Push the right side of the duplexer to the left, and then pull out the duplexer to remove it. Set the duplexer aside.
      Figure : Remove the duplexer
      Image: Remove the duplexer.
    1. Push the duplexer to the left
    2. Pull out the duplexer
  6. Gently remove any jammed paper or bits of torn paper from the rollers inside the printer. Use both hands to pull out any whole sheets of paper to avoid tearing them.
    Figure : Remove the jammed paper
    Image: Remove the jammed paper.
      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.
    Figure : Remove torn scraps of paper
    Image: Remove torn scraps of paper.
  7. Hold the duplexer in front of you, and then press the tabs on both sides of the duplexer to open it.
    Figure : Location of the tabs on the duplexer
    Image: Location of the tabs on the duplexer.
  8. Gently pull any jammed paper out of the duplexer.
  9. Close the door of the duplexer.
  10. Reattach the duplexer to the rear of the printer. Insert the two pegs on the left side of the duplexer into the left side of the printer, and then gently push the duplexer into place. Make sure that the duplexer is firmly attached.
    Figure : Reattach the duplexer
    Image: Reattach the duplexer

Step three: Clear the jam from the front of the printer

  1. If the printer is not turned off, press the Power button () to turn it off.
  2. Disconnect the power cord from the rear of the printer.
  3. Raise the output tray, and then check the input tray for any jammed paper.
  4. Carefully remove any jammed paper from the input tray, and then lower the output tray.
  5. Open the cartridge access door. The carriage moves to the center of the printer.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  6. Manually move the carriage to one side of the printer.
      warning:
    Do not reach into the printer when it is on and the carriage is stuck. Always turn the printer off before you remove any jam.
  7. If there is paper jammed in the printer, gently remove the paper through the top of the printer.
    note:
    If the paper tears when you remove it, check for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams might occur.
  8. Close the cartridge access door.

Step four: Remove the paper jam from the automatic document feeder

  1. Press the Power button () to turn off the printer.
  2. Disconnect the power cord from the rear of the printer.
  3. Lift the automatic document feeder (ADF) cover.
    Figure : Lift the ADF cover
    Image: Lift the ADF cover.
  4. Carefully grasp the jammed paper with both hands and pull it from the ADF mechanism.
    note:
    If the paper tears when you remove it, check for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams might occur.
  5. Close the ADF cover.
  6. Reconnect the power cord to the rear of the printer.
  7. Press the Power button () to turn on the printer.

Step five: 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 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 moves freely across the width of the printer.

Step one: Check the carriage path for obstructions

  1. If the printer is not turned on, press the Power button () to turn it on.
  2. Open the cartridge access door. The carriage might try to move into the access area. If it does, allow it to move to that position.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Unplug the power cord from the power source or electrical outlet.
      warning:
    You must unplug the power cord to move the carriage by hand and reset the paper feed mechanism without the risk of electrical shock.
  5. Check for any paper or objects that might be restricting the carriage, and then remove any paper or objects that you find.
    note:
    If the paper tears when you remove it, check for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams might occur.
  6. Reach inside the printer through the cartridge access door, and then manually move the carriage.
    • If the carriage is stuck on the right side, move the carriage to the left side of the printer.
    • If the carriage is stuck on the left side, move the carriage to the right side of the printer.
    • If the carriage is stuck in the middle, move the carriage to the right.
  7. Make sure that the carriage can move freely across the width of the printer by gently pushing the carriage to the left, and then to the right.
  8. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door.
  9. Reconnect the power cord to the rear of the printer.
  10. Plug the power cord back into the power source or electrical outlet.
  11. Press the Power button () to turn on the printer.
  12. Open the cartridge access door again, and then make sure that the carriage is able to move to the center unassisted.
    • If the carriage moves to the center unassisted, skip to the step to print a Printer Status Report.
    • If the carriage does not move to the center, continue to the next step in this solution.

Step two: Resolve a carriage jam

Follow these steps to resolve a carriage jam.
  1. Open the cartridge access door. The printer control panel displays a 'Door Open' message.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  2. Press the Power button () to turn off the printer.
  3. Push and hold the carriage to the right with your hand as shown in the image. Hold the carriage tightly, because the carriage tries to move left when the printer is turned on, and you need to prevent it from moving.
    Figure : Push and hold the carriage to the right
    Image: Push and hold the carriage to the right.
  4. While holding the carriage against the right side, press the Power button () to turn on the printer, and then wait until the printer control panel displays a 'Door Open' message.
  5. Release the carriage, and then close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door.
    The printer control panel displays a 'Carriage Jam' error message.
  6. Touch OK.
    The printer displays another error message regarding an improper shutdown. This is expected behavior.
  7. Touch OK.

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

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues. If you are experiencing recurring paper jams, follow these steps to clean the paper feed 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 printer)
  2. Press the Power button () to turn off the printer.
  3. Disconnect the power cord from the rear of the printer.
  4. Remove the two-sided printing accessory (duplexer) from the rear of the printer. Push the right side of the duplexer to the left, and then pull out the duplexer to remove it. Set the duplexer aside.
      Figure : Remove the duplexer
      Image: Remove the duplexer.
    1. Push the duplexer to the left
    2. Pull out the duplexer
  5. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  6. Press the cloth against the rollers, and then rotate the rollers upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure : Clean the rollers in the rear of the printer
    Image: Clean the rollers in the rear of the printer.
  7. Allow the rollers to dry for 10 or 15 minutes.
  8. Check the rollers on the duplexer. Make sure that the rollers are not missing, that they turn easily, and that they are springy when you press them. If the rollers are damaged, replace the duplexer.
    Figure : Check the rollers on the duplexer
    Image: Check the rollers on the duplexer.
  9. Reattach the duplexer to the rear of the printer. Insert the two pegs on the left side of the duplexer into the left side of the printer, and then gently push the duplexer into place. Make sure that the duplexer is firmly attached.
    Figure : Reattach the duplexer
    Image: Reattach the duplexer
  10. Reconnect the power cord to the rear of the printer.
  11. If the printer does not turn on automatically, press the Power button () to turn it on.

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 five: Reset the All-in-One

Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Follow these steps to reset the HP printer, which will clear a false paper jam error.

Step one: Reset the printer

  1. Press the Power button () to turn on the product.
  2. With the product turned on, disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button () to turn it on.

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 six: Service the All-in-One

Service or replace your HP product if you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.

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