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A 'Paper Jam' Error Displays on the HP Officejet 2620 All-in-One and Deskjet Ink Advantage 2640 All-in-One Printer Series

Issue

During printing, the printer stops feeding pages, and the error message 'Paper Jam. Clear paper jam then press OK' displays on the printer control panel. The Power button light might also blink fast.
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.

Solutions

Important: You must follow these solutions in the order presented to resolve the issue.
When one of the solutions resolves the issue, you can stop troubleshooting.

Solution one: Turn the printer off and then on again

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

Step one: Turn the printer off and then on again

  1. Press the power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the printer.
  2. Unplug the power cord from the power source.
  3. Wait 60 seconds.
  4. Connect the power cord directly to a wall outlet and to the printer.
  5. Turn on the printer to complete the reset.

Step two: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.
  1. Load plain white paper into the input tray.
  2. On the printer control panel, press the Down Arrow () to scroll to Tools, and then press OK.
  3. Press the Down Arrow () to scroll to Printer Status Report, and then press OK.
    Figure : Printer Status Report
    Image: Printer status 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 any jammed paper from the printer

Follow these steps in the order presented to clear any jammed paper from the printer, and then print a test page.

Step one: Clear the jam from the input tray

  1. Pull the paper gently out of the input tray to remove the paper jam.
    Figure : Clear the paper jam from the input tray
    Image: Remove paper from the input tray
  2. Gently remove any jammed paper and bits of torn paper from the tray. To avoid tearing any whole sheets of paper, pull the paper with both hands.
    note:
    Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the tray. If any torn pieces of paper remain inside the printer, more jams are likely to occur.

Step two: Clear the jam from the output tray

  1. Locate the output tray in the front of the printer.
  2. Gently remove any jammed paper and bits of torn paper from the tray. To avoid tearing any whole sheets of paper, pull the paper with both hands.
    Figure : Clear the paper jam from the output tray
    Image: Remove paper from the output tray
    note:
    Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the tray. If any torn pieces of paper remain inside the printer, more jams are likely to occur.

Step three: Remove any loose paper, debris, or foreign objects from the trays

  1. Press the Power button to turn off the printer.
  2. Disconnect the USB cable from the rear of the printer.
  3. Disconnect the power cord from the rear of the printer, and then unplug the power cord from the power source or electrical outlet.
      warning:
    You must disconnect the power cord before you reach inside the HP printer to avoid risk of injuries or electric shock.
  4. Remove any loose sheets of paper from the input tray.
  5. Look inside the input tray, and then remove any foreign materials such as paper clips, debris, or other objects that might have fallen inside.
    note:
    You might need a flashlight to illuminate the area.
    Figure : Look inside the input tray and remove any foreign objects or debris
    Image: Look inside input tray.
  6. Use your fingers to move the pick mechanism located inside the input tray, and then remove any foreign objects or debris.
    Figure : Move the pick mechanism inside the input tray and remove any foreign objects
    Image: Move the pick mechanism inside the input tray.
      caution:
    Make sure that there are no foreign materials that remain inside the input tray as this could result in further paper jams or damage to the printer.
  7. If you do not see any debris, tilt the printer on its side, move the pick mechanism, and then remove any foreign objects. Debris might fall out of the printer.
  8. If debris does not fall out, look inside the input tray, and then remove any foreign materials such as paper clips or other objects that might have fallen inside.
  9. Return the printer to its normal position.
  10. Remove any loose sheets of paper or foreign material from the output tray.
    Figure : Remove loose paper from the output tray
    Image: Remove paper from the output tray

Step four: Clear the jam from the cartridge access area

Remove any jammed paper from the front of the printer.
  1. Press the Power button to turn off the printer.
  2. Disconnect the power cord from the rear of the printer, if it is not already disconnected.
      warning:
    You must disconnect the power cord before reaching inside the HP printer to avoid risk of injuries or electric shock.
  3. Place your fingers into the slot in the middle of the cartridge access door, and then pull forward to open the door.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door
  4. Gently remove any jammed paper and bits of torn paper from the cartridge access area. To avoid tearing any whole sheets of paper, pull the paper with both hands.
    Figure : Remove any jammed paper from the cartridge access area
    Image: Remove paper from the cartridge access area
  5. Move the carriage to the left.
    Figure : Move the carriage to the left
    Image: Move the carriage to the left of the printer
  6. Remove any jammed paper from the right side of the carriage. Pull the paper toward you and through the front of the printer.
    note:
    Use a flashlight to thoroughly check 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.
  7. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door

Step five: Clear any jammed paper from the ADF

Remove any jammed paper from the automatic document feeder (ADF) and the ADF rollers on the scanner lid.
  1. Press the Power button to turn off the printer, if it is not off already.
  2. Disconnect the power cord from the rear of the printer, if it is not disconnected already, and then unplug the power cord from the power source or electrical outlet.
      warning:
    You must disconnect the power cord before reaching inside the HP printer to avoid risk of injuries or electric shock.
  3. Lift the ADF cover.
    Figure : Lift the ADF cover
    Image: Lift the ADF cover
  4. Gently pull out any jammed paper from the ADF. To avoid tearing any whole sheets of paper, pull the paper with both hands.
      caution:
    If the paper tears while you remove it, check the rollers and wheels for any torn pieces of paper that might remain inside the ADF. Use a flashlight to thoroughly check the rollers for torn pieces of paper. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur.
    Figure : Remove any jammed paper from the ADF
    Image: Remove any jammed paper from the ADF
  5. Lift the tab located on the front edge of the ADF to raise the ADF mechanism.
      Figure : Lift the ADF mechanism
      Image: Gently lift the ADF mechanism.
    1. Lift the tab on the ADF mechanism
  6. Gently pull out any jammed paper from the ADF mechanism.
      caution:
    If the paper tears while you remove it, check the rollers and wheels for any torn pieces of paper that might remain inside the ADF mechanism. Use a flashlight to thoroughly check the rollers for torn pieces of paper. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur.
  7. Lower the ADF mechanism until it snaps in place.
  8. Close the ADF cover tightly at both ends.
  9. Lift the scanner lid.
  10. Gently pull out any jammed paper from the rollers on the bottom of the scanner lid. To avoid tearing any whole sheets of paper, pull the paper with both hands.
      Figure : ADF rollers on the scanner lid
      Image: ADF rollers on the scanner lid
    1. ADF rollers on the scanner lid
      caution:
    If the paper tears while you remove it, check the rollers and wheels for any torn pieces of paper that might remain inside the ADF rollers. Use a flashlight to thoroughly check the rollers for torn pieces of paper. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur.
  11. Close the scanner lid.

Step six: Clear any jammed paper from the bottom of the printer

Remove any jammed paper from the bottom of the printer.
  1. Turn the printer so that you can access its underside (base).
      caution:
    Before turning the printer, use your hand to secure the scanner lid.
  2. Press in the tabs on either side of the cleanout door to open it.
    Figure : Open the cleanout door on the base of the printer
    Image: Opening the cleanout door
  3. Gently remove any jammed paper from inside the printer.
    note:
    Use a flashlight to thoroughly check 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 jammed paper from inside the printer
    Image: Removing jammed paper from inside the printer
  4. Close the cleanout door. Gently push the door forward until it snaps into place.
    Figure : Close the cleanout door
    Image: Closing the cleanout door
  5. Turn the printer over to its normal position.
  6. Open the cartridge access door, and then look inside the printer for any loose objects that might have shifted when the printer was turned over. Remove any loose objects found.
  7. Close the cartridge access door.
  8. Reconnect the power cord and the USB cable to the rear of the printer.
  9. 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. Press the Power button to turn on the printer if it is not on already.
  2. Place your fingers into the slot in the middle of the cartridge access door, and then pull forward to open the door.
    note:
    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:
    To avoid the risk of electrical shock, you must unplug the power cord before moving the carriage by hand and resetting the paper feed mechanism.
  5. Check for and remove any loose paper or objects that might be restricting the carriage.
    note:
    Use a flashlight to thoroughly check 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.
  6. Reach into the cartridge access area, and then manually move the carriage.
    • If the carriage is stuck on the right side of the printer, move the carriage to the left side of the printer.
    • If the carriage is stuck on the left side of the printer, move the carriage to the right side of the printer.
    • If the carriage is stuck in the middle of the printer, move the carriage to the right side of the printer.
  7. Remove any loose paper or objects found.
  8. 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.
  9. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door
  10. Reconnect the power cord to the rear of the printer.
  11. Plug the power cord back into the power source or electrical outlet.
  12. Press the Power button to turn on the printer.

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 feed rollers

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues. Use the following steps to clean the rollers inside the printer and the ADF, and then print a test page.
Before you begin to clean the rollers, gather the following materials:
  • A long, lint-free cotton swab
  • 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)

Step one: Clean the rollers inside the input tray

  1. Gather the following materials:
    • A long, lint-free cotton swab
    • Distilled, filtered, or bottled water (tap water might damage the product)
  2. Press the Power button to turn off the printer.
  3. Disconnect the power cord from the rear of the printer, and then unplug the power cord from the power source or electrical outlet.
      warning:
    You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
  4. Disconnect the USB cable from the rear of the printer.
  5. Raise the input tray.
    Figure : Raise the input tray
    Image: Raise the input tray
  6. Look down through the open input tray and find the gray paper pick rollers. You might need a flashlight to illuminate the area.
    Figure : Paper pick rollers
    Photo: paper pick rollers
  7. Dampen a long cotton swab with bottled or distilled water, and then squeeze any excess water from the cloth.
  8. Press the swab against the rollers and rotate them upward with your fingers. Apply a moderate amount of pressure to remove dust or dirt buildup.
  9. Allow the rollers to dry for 10 or 15 minutes.
  10. Reconnect the power cord to the rear of the printer.
  11. If the HP printer does not turn on, press the Power button.

Step two: Clean the rollers from inside the cartridge access area

  1. Place your fingers into the slot on the left side of the printer, and then pull forward to open the cartridge access door.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door
  2. Lightly dampen the swab with distilled, filtered, or bottled water, and then squeeze any excess liquid from the swab.
  3. Press the swab against the rollers inside the printer, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure : Clean the rollers in the cartridge access area
    Image: Clean the rollers in the cartridge access area
  4. Allow the rollers to dry completely (approximately 10 minutes).
  5. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door

Step three: Clean the rollers on the bottom of the printer

  1. Gently set the printer on its left or right side.
    Figure : Place the printer on its left or right side
    Image: Place the printer on the left or right side to expose the bottom rollers.
      caution:
    Placing the printer in this position can make it unstable.
  2. Lightly dampen the swab with distilled, filtered, or bottled water, and then squeeze any excess liquid from the swab.
  3. Press the swab against the rollers inside the printer, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure : Clean the bottom rollers
    Image: Bottom paper rollers
  4. Allow the rollers to dry completely (approximately 10 minutes).
  5. Carefully return the printer to its upright position.

Step four: Clean the rollers in the ADF

  1. Lift the top cover of the ADF. This provides easy access to the rollers and separator pad.
    Figure : Lift the ADF cover
    Image: Lift the ADF cover
  2. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  3. Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
      Figure : Clean the rollers and separator pad
      Image: Clean the rollers and separator pad.
    1. Rollers
    2. Separator pad
  4. Allow the rollers to dry completely (approximately 10 minutes).
  5. Close the ADF cover tightly at both ends.
  6. Reconnect the power cord and the USB cable to the back of the product.
  7. If the HP product does not turn on, press the Power button.

Step five: Print a 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: Reset the printer

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

Step one: Reset the printer

  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 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 six: 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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