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HP Printers - 'Carriage Jam' Error

This document is for HP ENVY 5540, 5541, 5542, 5543, 5544, 5545, 5546, 5547, 5548, 5549, 5640, 5643, 5644, 5646, 5660, 5661, 5663, 5664, 5665, and DeskJet Ink Advantage 5645, 5575 All-in-One printers.
The carriage, which holds the ink cartridges, stalls in the printer, and one of the following Carriage Jam error messages display on the printer control panel:
  • 'The print carriage cannot move. Open the ink cartridge access door, clear any paper jam or obstruction, and select OK.'
  • 'Open the ink cartridge access door, clear any paper or obstruction. Make sure the ink cartridge latches are lowered and snapped into place.'
You might also experience the following symptoms:
  • The printer does not print
  • The print job stops unexpectedly
  • A paper jam occurred previously
Video overview
This video shows how to fix a carriage jam error.
Step 1: Clear jammed paper from the printer
There are three different areas on your printer where there might be paper jammed. Clear any jammed paper from one area, and then try to print again. If the error persists, check the next area for any jammed paper.
  note:
You need a flashlight to complete these steps.
Figure : Use a flashlight
Image: Use a flashlight
  1. Remove any loose paper from the output tray.
  2. Push in the output tray extender.
  3. Grasp the output tray, and then pull the output tray towards you to remove it.
  4. Pull out the input tray to its outermost position.
    Figure : Pulling out the input tray
    Image: Pulling out the input tray.
  5. Remove all paper from the input tray.
  6. Gently remove any jammed paper or bits of torn paper from the output rollers. To avoid tearing whole sheets of paper, pull the paper with both hands.
  7. Use a flashlight to thoroughly check the rollers for torn pieces of paper that might remain inside the output tray. If any torn pieces of paper remain inside the printer, more jams are likely to occur.
  8. To replace the output tray, slide the output tray back onto the input tray.
If the error persists, check for jammed paper in another area of the printer.
  1. Turn off the printer.
  2. Disconnect the USB cable from the rear of the printer, if you have a cable connection to the printer.
  3. Push in the output tray extender, if necessary.
  4. Grasp the output tray, and then pull it toward you to remove it.
  5. Pull out the input tray to its outermost position.
    Figure : Pulling out the input tray
    Image: Pulling out the input tray.
  6. Turn the printer on its right so you can access its underside (base).
      caution:
    Before turning the printer, use your hands to hold the scanner lid and the paper input tray.
  7. Use a flashlight to check the gap where the input tray was. Grasp any jammed paper, and then pull the paper slowly but firmly toward you to remove it.
    Figure : Removing any jammed paper from the underside of the printer
    Image: Removing any jammed paper from the underside of the printer.
      caution:
    Remove paper from underneath the printer as carefully as possible. If any torn pieces of paper remain inside the printer, more paper jams might occur, which could damage the print mechanism.
  8. Push in the input tray, and then turn the printer over to its normal position.
  9. Open the ink cartridge access door, and then look inside the printer for any loose objects that might have shifted when the printer was turned over.
  10. Slide the output tray back onto the input tray.
  11. Reconnect the power cord to the rear of the printer, and then plug in the power cord to an electrical outlet.
  12. Reconnect the USB or Ethernet cable, unless your printer is connected to a wireless network.
  13. Turn on the printer.
    The printer might go through a warm-up period and the carriage might move. Wait until the warm-up period finishes before you proceed.
If the error persists, check for jammed paper in another area of the printer.
  1. Turn on the printer, if it is not already on.
  2. Open the ink cartridge access door.
    The carriage moves to the center of the printer.
    Figure : Opening the ink cartridge access door
    Image: Opening the ink cartridge access door.
      caution:
    Do not touch the cable attached to the print carriage.
  3. Wait until the printer is idle and silent before you continue.
  4. While the printer is still on, 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 the risk of injuries or electric shock.
  5. Disconnect the USB cable from the rear of the printer, if you have a cable connection to the printer.
  6. Gently remove any jammed paper from inside the printer. To avoid tearing any whole sheets of paper, pull the paper firmly with both hands.
    Figure : Remove jammed paper restricting the carriage
    Image: Remove jammed paper restricting the carriage.
  7. Use a flashlight to inspect the carriage area, located toward the front of the printer, and then check for and remove any jammed paper or objects that might restrict the carriage.
  8. Locate the paper path cover, grasp the handle, and then lift up to remove it.
    Figure : Removing the paper path cover
    Image: Removing the paper path cover.
  9. Use a flashlight to thoroughly check the paper path for any torn pieces of paper that might remain inside the printer, and then remove any jammed paper that might remain inside the cleanout area.
    Figure : Removing jammed paper from the paper path
    Image: Removing jammed paper from the paper path.
  10. Replace the paper path cover until it clicks into place.
  11. Close the ink cartridge access door.
    To make sure the ink cartridge access door is securely closed, check that the 'Door Open' message clears and that the Home screen displays on the printer control panel.
    Figure : Closing the ink cartridge access door
    Image: Closing the ink cartridge access door.
  12. Reconnect the power cord to the rear of the printer, and then plug in the power cord to an electrical outlet.
  13. Reconnect the USB or Ethernet cable, unless your printer is connected to a wireless network.
  14. Turn on the printer.
    The printer might go through a warm-up period and the carriage might move. Wait until the warm-up period finishes before you proceed.
If the error persists, continue to the next step.
Step 2: Reinstall the ink cartridges
Improper placement or installation of the ink cartridges might cause the printer to indicate a carriage jam error. To make sure the ink cartridges are installed correctly, remove and reinstall the ink cartridges, and then try to print again.
  1. Turn on the printer, if it is not already on.
  2. Open the ink cartridge access door.
    The carriage moves to the center of the printer.
    Figure : Opening the ink cartridge access door
    Image: Opening the ink cartridge access door.
      caution:
    Do not touch the cable attached to the print carriage.
  3. Wait until the carriage is idle and silent before you continue.
  4. Lightly press down on each ink cartridge to release it.
  5. To remove, pull the ink cartridge toward you.
      caution:
    Do not touch the copper-colored contacts or the ink nozzles. Handling these parts can result in clogs, ink failure, and bad electrical connections.
    Figure : Do not touch copper-colored contacts
    Image: Do not touch copper-colored contacts
  6. Slide each ink cartridge at a slight upward angle into the empty slot, and then gently push up on the ink cartridge until it snaps into place.
    Figure : Inserting an ink cartridge
    Image: Inserting an ink cartridge.
  7. Close the ink cartridge access door.
    Figure : Closing the ink cartridge access door
    Image: Closing the the cartridge access door
    The printer might go through a warm-up period and the carriage might move. Wait until the warm-up period finishes before you proceed.
If the error persists, continue to the next step.
Step 3: Plug the printer directly into a wall outlet
Inadequate power to the printer might cause a carriage jam error. Plug the printer directly into a wall outlet, and then try to print again.
  1. Disconnect the power cord from the rear of the printer.
  2. Unplug the power cord from any power strips or surge suppressors.
  3. Plug the power cord directly into an electrical outlet.
  4. Reconnect the power cord to the rear of the printer.
  5. Turn on the printer.
Try to print. If the error persists, continue to the next step.
Step 4: Reset the printer
Sometimes a paper jam error persists even though there is no jam (false paper jam). Resetting the printer might clear a false paper jam error. Reset the printer, and then try to print again.
  1. Turn the printer on, if it is not already on.
  2. Wait until the printer is idle and silent before you continue.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Unplug the power cord from the wall outlet.
  5. Wait at least 60 seconds.
  6. Plug the power cord back into the wall outlet.
      note:
    HP recommends connecting the printer power cord directly to the wall outlet.
  7. Reconnect the power cord to the rear of the printer.
  8. Turn on the printer, if it does not automatically turn on.
    The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
  9. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
Try to print. If the error persists, continue to the next step.
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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