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HP PageWide 300, 400, 500 series - Resolve paper jams,"Print Zone" jams, and "0x61000013" error

Issue

During a print job, the printer stops feeding pages, and a Paper Jam error message displays on the printer control panel.

This document contains several troubleshooting methods for clearing a paper jam.

Try the following solutions in the order presented to resolve the paper jam issue. If any of the solutions resolve the issue, you do not need to continue troubleshooting.

It is also important to verify that a supported paper type is being used in the printer. For complete information on supported paper types, see the HP PageWide Enterprise Color, HP PageWide Managed Color - Media guide (white paper).

nota:
Traces of ink might remain in the product after a jam which could result in unwanted print quality defects. If you notice any print quality defects, try printing a few pages to see if the print quality issues clear up. If the print quality issues persist after printing a few pages, try running the Clean Printhead procedures.

IMPORTANT
Always verify that the tray guides are set properly in both directions for all trays, as well as the ADF on multi-function models. To view a video that demonstrates how to set the tray guides when loading paper or envelopes, click the link below. nota: This video shows a different printer model, however, the steps are the same for loading paper and adjusting the tray guides. If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.

IMPORTANT

Always verify that the tray guides are set properly in both directions for all trays, as well as the ADF on multi-function models.

To view a video that demonstrates how to set the tray guides when loading paper or envelopes, click the link below.

nota:
This video shows a different printer model, however, the steps are the same for loading paper and adjusting the tray guides.

If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.

Solution one: Use the "printer assist" feature to clear the paper jam

The PageWide 300, 400, and 500 series printers have a "printer assist" feature that can be very useful in clearing paper jams. When the "printer assist" feature is triggered, the engine will turn the drive shafts to try to force the paper through the paper path. You might be able to help the engine by gently pulling on any visible sections of the paper to remove it from the printer.

To trigger the "printer assist" feature, follow these steps:

Open the door on the left side of the printer.

Figura : Open the left door
Remove the duplexer by pulling it out with one hand and keeping it level to prevent unwanted ink spills. Set the duplexer aside, upright, on a piece of paper to prevent ink spills.

atención:
When pulling out the duplexer, avoid making direct contact with the black cylinder to prevent ink smear on skin or clothes.

Figura : Remove the duplexer

nota:
On newer units with serial numbers starting at CN799xxxx print zone jams will automatically be cleared just by removing the duplexer.
Press down on the green tab to lower the platen. The printer engine will turn the drive shafts to try to force the paper through the paper path in the proper direction.

Figura : Lower the platen

If you see any visible sections of the paper, gently pull the paper towards you to remove it from the printer.

Figura : Gently pull the jammed paper towards you
Lift the green tab to place the platen back into its operating position.

Figura : Lift the green tab
Reinstall the duplexer.

Figura : Reinstall the duplexer
Close the left door.

Figura : Close the left door
Try printing a test page to see if the paper jam issue has been resolved.
- If the test page prints successfully, you do not need to continue troubleshooting.
- If you are unable to print a test page and the paper jam issue persists, continue to the next solution in this document.

Solution two: Clear the paper jam from a specific location in the printer or resolve a "0x61000013" error code

Jams can occur in a number of different areas of the printer. Find your printer model in the table below to see the locations where a jam can occur.

PageWide 352, 452, and 552 models	PageWide 377, 477, and 577 models
Figura : Jam locations Output bin Tray 2 Tray 1 Left door nota: The PageWide 552 model has an optional Tray 3 and Tray 4 (not depicted in this graphic).	Figura : Jam locations Automatic document feeder Scanner Output bin Tray 2 Optional Tray 3 and left jam-access door Tray 1 Left door nota: The PageWide 577 model has an optional Tray 4 (not depicted in this graphic).

If the paper jam error message displayed on the printer control panel references a specific location for the jam (such as Tray 2), use the following links to skip to the section in this document that contains steps for clearing the jam in that particular location of the printer.
If the error message on the printer control panel does not specify the location of the jam, try the steps in each of these sections to find and clear the jam.
If the printer control panel displays an error code "0x61000013", follow the steps in this link to resolve the issue: A "0x61000013" error code and "Printer Failure" message display on the printer control panel.

Clear jams from the document feeder and scanner (PageWide 377, 477, and 577 models only)

Clear jams in Tray 1 (Multi-purpose tray)

Clear jams in Tray 2

Clear jams in optional Tray 3 (or Tray 4)

Clear jams in the output bin

Clear jams in the left door

Clear "print zone" jams

Clear jams from the document feeder and scanner (PageWide 377, 477, and 577 models only)

Use the following steps to clear a paper jam from the document feeder and scanner.

nota:
If a unit has frequent jams while printing or using the document feeder, ensure that the paper guides are set correctly for the paper being used.

Press the Power button to turn off the printer.

Figura : Power button
Open the document feeder cover.

Figura : Open document feeder cover
Lift the document feeder roller assembly, and then gently pull the jammed paper out.

Figura : Lift the rollers and remove jammed paper
Close the document feeder cover.

Figura : Close document feeder cover
Open the scanner lid. If paper is jammed behind the white plastic backing, gently pull it out.

Figura : Remove jammed paper under scanner lid
Try printing a test page.
- If the test page prints successfully, you do not need to continue troubleshooting.
- If the test page does not print and the paper jam issue persists, continue to the next section to try to clear the jam or contact HP Support.

Clear jams in Tray 1 (Multi-purpose tray)

When a jam occurs in Tray 1, a "Tray 1 Paper Jam" message displays on the printer control panel.

Figura : Tray 1 Paper Jam message

Use the following steps to clear a jam in Tray 1.

If the jammed sheet is visible and easily accessible in Tray 1, pull it from Tray 1.

nota:
If the sheet tears, make sure that all of the fragments are removed before you resume printing.

Figura : Remove the jammed sheet
The jammed sheet might also be accessible by removing Tray 2 and then removing the jammed sheet by pulling it to the right and then out of the product.

Figura : Remove the jammed sheet from Tray 2
If the jammed sheet is not visible or easily accessible in Tray 1, open the left door to access the jammed sheet.

Figura : Open the left door
If the jammed paper is visible, gently pull it out of the printer.

Figura : Gently pull the jammed paper towards you
If the paper is still not visible or accessible, remove the duplexer by pulling it out with one hand and keeping it level to prevent unwanted ink spills. Set the duplexer aside, upright, on a piece of paper to prevent ink spills.

atención:
When pulling out the duplexer, avoid making direct contact with the black cylinder to prevent ink smear on skin or clothes.

Figura : Remove the duplexer
Press down on the green tab to lower the platen.

Figura : Lower the platen

The printer will turn the feed shaft to try to feed the sheet through the print zone. You might need to gently pull on the jammed sheet if it does not feed through entirely.

Figura : Gently pull the jammed paper towards you
Lift the green tab to place the platen back into its operating position.

Figura : Lift the green tab
Reinstall the duplexer.

Figura : Reinstall the duplexer
Close the left door.

Figura : Close the left door
Try printing a test page.
- If the test page prints successfully, you do not need to continue troubleshooting.
- If the test page does not print and the paper jam issue persists, continue to the next section to try to clear the jam or contact HP Support.

Clear jams in Tray 2

When a jam occurs in Tray 2, a "Tray 2 Overfilled or Jammed" message displays on the printer control panel.

Figura : Tray 2 Overfilled or Jammed message

Use the following steps to clear a jam in Tray 2.

Remove Tray 2 from the printer by pulling it out and releasing the latch at the rear left of the tray.

PageWide 352, 452, and 552

PageWide 377, 477, and 577

Figura : Open Tray 2

Figura : Open Tray 2
Remove the jammed sheet by pulling it to the right and then out of the product.

nota:
You may need to use a flashlight to see the jammed paper inside the printer.

Figura : Remove the jammed sheet
If the jammed sheet does not come out easily, or if it tears, open the left door on the printer and remove the duplexer. This will release the pressure on the paper so you can easily pull the jammed sheet out through Tray 2.

Figura : Remove the ICU/duplexer
Press down on the green tab to lower the platen. The printer will turn the feed shaft to try to feed the sheet through the print zone. You might need to gently pull on the jammed sheet if it does not feed through entirely.

Figura : Lower the platen
Once you remove the jammed sheet and any scraps of paper, lift the green tab to raise the platen, reinsert the duplexer and close the left door.

Figura : Reinsert the ICU (duplexer)
Close Tray 2.

nota:
To close the tray, push in the middle or with even pressure on both sides. Avoid pushing on one side only.

Figura : Close Tray 2
Try printing a test page.
- If the test page prints successfully, you do not need to continue troubleshooting.
- If the test page does not print and the paper jam issue persists, continue to the next section to try to clear the jam or contact HP Support.

PageWide 352, 452, and 552	PageWide 377, 477, and 577
Figura : Open Tray 2	Figura : Open Tray 2

nota:
If Tray 2 is overfilled it will cause multiple paper pick, paper jam, and smear issues. Make sure that the paper is not loaded above the stop ledge.

Figura : Example of correct loading with paper below the stop ledge

Figura : Example of incorrect loading with paper above the stop ledge

Clear jams in optional Tray 3 (or Tray 4)

Use the following steps to clear a jam in Tray 3 (or Tray 4). The steps for clearing a jam in Tray 4 are the same as the steps for Tray 3.

nota:
These steps only apply if you have optional trays installed on your product. Optional trays are not available for all models.

Open Tray 3 (or Tray 4) and remove it from the printer.

nota:
This procedure applies to the PageWide 552 Tray 3 or Tray 4, the PageWide 377, 477, or 577 Tray 3, or the PageWide 577 Tray 4.
Remove the jammed sheet by pulling it to the right and then out of the product.

Figura : Remove the jammed sheet
If the jam cannot be cleared at the tray, try clearing the jam from the Tray 3 (or Tray 4) left door.

Figura : Clear jam from the Tray 3 (or Tray 4) left door
Close Tray 3 (or Tray 4).

nota:
To close the tray, push in the middle or with even pressure on both sides. Avoid pushing on one side only.

Figura : Close Tray 3 (or Tray 4)
Try printing a test page.
- If the test page prints successfully, you do not need to continue troubleshooting.
- If the test page does not print and the paper jam issue persists, continue to the next section to try to clear the jam or contact HP Support.

nota:
If the printer is experiencing jams where multiple sheets of paper are being fed into the paper path at once, try replacing the paper in the tray with a fresh ream of paper. If this does not solve the problem, contact HP support.

Clear jams in the output bin

When a jam occurs in the output bin area a Clear Output Bin Area jam message appears.

Figura : Output bin jam message

Use the following steps to clear a jam in the output bin.

nota:
Make sure that the output eject-flap is installed and working correctly by manually moving it up and down. If it is missing or broken, contact HP Support to replace the flap.

Figura : Eject flap in the paper exit area

Look for jammed paper in the output bin area.
Remove any visible paper.

nota:
If the sheet tears, make sure that all fragments are removed before you resume printing.

PageWide 352, 452, and 552

PageWide 377, 477, and 577

Figura : Remove jammed sheet from the output bin

Figura : Remove jammed sheet from the output bin
Open and then close the left door to clear any error messages.

Figura : Open and close the left door
Try printing a test page.
- If the test page prints successfully, you do not need to continue troubleshooting.
- If the test page does not print and the paper jam issue persists, continue to the next section to try to clear the jam or contact HP Support.

PageWide 352, 452, and 552	PageWide 377, 477, and 577
Figura : Remove jammed sheet from the output bin	Figura : Remove jammed sheet from the output bin

Clear jams in the left door

When a jam occurs in the left door area a paper jam message like the one below appears.

Figura : Left door jam message

Use the following steps to clear a jam in the left door:

Open the left door.

Figura : Open the left door
Gently remove any visible paper from the rollers and delivery area using the "printer assist" feature described in Solution one.

nota:
If the sheet tears, make sure that all fragments are removed before you resume printing. Do not use sharp objects to remove fragments.

Figura : Remove the jammed sheet
Close the left door.

Figura : Close the left door
Try printing a test page.
- If the test page prints successfully, you do not need to continue troubleshooting.
- If the test page does not print and the paper jam issue persists, continue to the next section to try to clear the jam or contact HP Support.

Clear "print zone" jams

When a "print zone" jam occurs, an error message will display on the printer control panel. The message that displays will depend on the firmware version that is currently installed on the unit. For troubleshooting purposes, HP recommends upgrading to the newest firmware version as it has an Advanced Jam Recovery feature that assists users in clearing the jam. If you do not wish to upgrade the firmware, there is another option for troubleshooting this type of jam.

To continue troubleshooting, you must first select one of the following options:

For newer models (serial number CN799xxxxx and above)
- Follow the instructions in the Clear print zone jams manually section.
For older models (serial numbers under CN799xxxxx)
- Upgrade the firmware following the steps in the Upgrade the firmware section. Once you have upgraded the firmware, continue to the Firmware version 1629F or later section for steps on troubleshooting "print zone" jams.
- If you already have the latest firmware version installed, continue to the Firmware version 1629F or later section for steps on troubleshooting "print zone" jams.
- If you do not wish to upgrade the firmware, contact HP support for other troubleshooting options.

Clear print zone jams manually

On newer units with serial numbers starting at CN799xxxx, and on some earlier units retrofitted during the refurbishment process, a print zone jam can be cleared manually. The new design allows for the print zone area, which previously was inaccessible, to be accessed and cleared.

This video shows the process for manually clearing a print zone jam.

If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.

Follow the steps below to clear a print zone jam.

Open the left side door and remove the Ink Collection Unit (ICU) (duplexer) and carefully place it on a piece of paper. As soon as the ICU is removed, the rollers and shafts in the print zone rotate down, exposing the print area.

Figura : Remove the ICU/duplexer
The jammed piece of paper should drop down immediately. If you do not see the paper, use a flashlight to visually inspect the area and carefully remove the sheet.

nota:
There are some delicate metal shims that are sharp, and contact with your fingers should be avoided. Never stick a sharp or metal object into the printer.
After the print zone jam is cleared, drop the platen by depressing the green tab. This initiates the jam assist routine and insures that no other paper is stuck in the paper path.

Figura : Lower the platen
Figura : Paper jams in the "print zone"

Platen in raised position

Print zone drop-down guide (only on units with serial numbers CN79xxxxxx or greater)
Once the rollers stop turning, remove any paper and lift the platen back into place.

Figura : Lift the green tab
Reinstall the ICU and close the left side door.

Figura : Reinstall the ICU
Press OK on the control panel to continue printing.

Upgrade the firmware
Follow the steps below to upgrade the firmware. nota: The product must be connected to a computer with internet access to upgradefirmware. Print a configuration page from the control panel Reports menu to obtain the current firmwaredate code. Go to the HP support web site. Click the Software and Drivers link. In the Enter my HP model number field, type the product model number, and click the Findmy product button. If necessary, click the link for your operating system. Scroll to the Firmware section of the table. If the listed version matches the version on the configuration page, you have the mostcurrent version. If the versions are different, download the firmware upgrade and update the firmwareon the product following the onscreen instructions. Once you have completed the firmware upgrade, continue to the Firmware version 1629F or later section (below) and follow the steps to troubleshoot the issue.

Upgrade the firmware

Follow the steps below to upgrade the firmware.

nota:
The product must be connected to a computer with internet access to upgradefirmware.

Print a configuration page from the control panel Reports menu to obtain the current firmwaredate code.
Go to the HP support web site.
Click the Software and Drivers link.
In the Enter my HP model number field, type the product model number, and click the Findmy product button.
If necessary, click the link for your operating system.
Scroll to the Firmware section of the table.
- If the listed version matches the version on the configuration page, you have the mostcurrent version.
- If the versions are different, download the firmware upgrade and update the firmwareon the product following the onscreen instructions.

Once you have completed the firmware upgrade, continue to the Firmware version 1629F or later section (below) and follow the steps to troubleshoot the issue.

Firmware version 1629F or later

On units with firmware version 1629F or later, the following message will display on the printer control panel if paper is jammed in the print zone:

Figura : Advanced Jam Recovery message

Follow the steps below to use the Advanced Jam Recovery feature.

Open Tray 1 and load a few (three to five) sheets of cardstock or regular paper into the tray.

nota:
HP strongly recommends using cardstock for this procedure, but regular paper can be used if you do not havecardstock available.
Close the tray and then touch Start on the product control panel.

The printer feeds the paper through the paper path and into the output tray.
Look for scraps of paper in the paper path and output tray area and carefully remove any scraps that you find.
- If you do not find any scraps of paper, and the Advanced Jam Recovery message still displays on the control panel again, continue to the next step.
- If you were able to find and remove scraps of paper, and the Advanced Jam Recovery message no longer displays, try printing again. If printing is successful, there is no need to continue troubleshooting. If printing is unsuccessful, continue to the next step.
Repeat steps 1 and 2 again (up to two more times).
- If you do not find any scraps of paper after attempting this procedure three times, and a jam error message continues to display on the control panel, contact HP Support for help in resolving the issue.
- If you were able to find and remove scraps of paper, and the Advanced Jam Recovery message no longer displays, try printing again. If printing is successful, there is no need to continue troubleshooting. If printing is unsuccessful after the third attempt, then the jam likely cannot be cleared and the printer will need to be replaced. Contact HP Support for further assistance.
- If you did not find any scraps of paper and the Advanced Jam Recovery message no longer displays, try printing again. If printing is successful, there is no need to continue troubleshooting. If printing is unsuccessful after the third attempt, then the jam likely cannot be cleared and the printer will need to be replaced. Contact HP Support for further assistance.

A "0x61000013" error code and "Printer Failure" message display on the printer control panel

A "0x61000013" error code displays on the printer control panel when there is a jammed paper or obstructions in the printer.

Follow the steps below to resolve the issue:

Press the power button to turn off the printer, and then to turn on the printer.
- If the error does not persist and the printer is in a "Ready" state, try to print.
  - If printing is successful, there is no need to continue troubleshooting.
  - If an error occurs while printing, continue to the next step.
- If the error persists, continue to the next step.
Open the left side door and remove the Ink Collection Unit (ICU) (duplexer), and then carefully place it on a piece of paper.
Check for any jammed pieces of paper or "print zone" jams.

For instructions or video, see Clear print zone jams manually.
Open the left door and check for any scattered pieces of paper or debris in the left wall of the printer that could be obstructing the carriage movement.

The below image indicates the specific location of the printer to check for any jammed pieces of paper.

Figura : Check for left debris in the left wall
Try to carefully remove the jammed or torn pieces of paper through the opening in the left wall.
Try to print and check if the error persists.

If the error persists, contact HP Support.

Glossary

Following is a glossary of terms that are used in this document:

Dead zone: An area of the print-path that is inaccessible. If a piece of paper debris becomes stuck in this area, under many situations, a unit replacement is required. The Dead Zone was eliminated in June of 2017.
Ink collection unit (ICU)/Duplexer: Location in the servicing system inside the printer where maintenance ink is deposited. When the service sled wipes excess ink and debris off of the print nozzles, it is deposited into the ink collection unit (duplexer).
Platen: Print-zone paper guide
Print zone: The path inside the printer where the paper gets printed on. The paper path starts at the input tray and ends at the output tray.