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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.

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:
  1. Open the door on the left side of the printer.
    Figura : Open the left door
  2. 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.
  3. 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
  4. Lift the green tab to place the platen back into its operating position.
    Figura : Lift the green tab
  5. Reinstall the duplexer.
    Figura : Reinstall the duplexer
  6. Close the left door.
    Figura : Close the left door
  7. 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
  1. Output bin
  2. Tray 2
  3. Tray 1
  4. Left door
nota:
The PageWide 552 model has an optional Tray 3 and Tray 4 (not depicted in this graphic).
    Figura : Jam locations
  1. Automatic document feeder
  2. Scanner
  3. Output bin
  4. Tray 2
  5. Optional Tray 3 and left jam-access door
  6. Tray 1
  7. 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.

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:
  1. 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.
  2. Open the left side door and remove the Ink Collection Unit (ICU) (duplexer), and then carefully place it on a piece of paper.
  3. Check for any jammed pieces of paper or "print zone" jams.
    For instructions or video, see Clear print zone jams manually.
  4. 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
    Check for left debris in the left wall
  5. Try to carefully remove the jammed or torn pieces of paper through the opening in the left wall.
  6. Try to print and check if the error persists.
    If the error persists, contact HP Support.

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