hp-concentra-wrapper-portlet

A 'Carriage jam. Open door. Clear carriage jam and press OK to continue' Error Message Displays for HP Officejet J5700 All-in-One Printer Series

Issue

The error message 'Carriage jam. Open door. Clear carriage jam and press OK to continue' displays on the product control panel. The carriage assembly that holds the cartridges stalls against the left side of the product.

You might also experience the following symptoms:

The product won't print.
Printing stops unexpectedly.
A paper jam might have occurred previously.
The product makes loud grinding noises.

How to use the solutions in this document

To resolve the issue, try each solution in this document in the order presented.

IMPORTANT: Each time you try a solution, try to print a self-test report to determine if the hardware is functioning correctly. To print a self-test report, use the steps in the following table.

How to print a self-test report
Load plain, white paper into the input tray. Press Setup on the product control panel. Press 2, and then press 4. The Print Report menu displays, and then the product prints a self-test report.

note:
Refer back to the steps in this table after attempting each solution.

Solution one: Turn the All-in-One off and on again

Press the Power button () to turn off the product.
Wait 15 seconds.
Press the Power button () to turn on the product.

note:
The product might go through a warm-up period. The product lights might flash and the carriage might move. Wait until the warm-up period finishes before proceeding.
Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.

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 two: Clear any jammed paper

Jammed paper can cause the carriage to stall. Follow these steps to clear any jammed paper.

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.

Step two: Clear the paper jam from the back of the All-in-One

Press the Power button () to turn off the product.
Disconnect the USB cable from the back of the product.
Disconnect the power cord from the back of the product.
On the back of the product, press in the tab on the left side of the rear access door to release the door. Pull the door away from the product to remove it.

Figure : Remove the rear access door
Gently pull the paper out of the rollers.

caution:
If the paper tears when removing it from the rollers, check the rollers for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the product, more paper jams are likely to occur.
Reattach the rear access door. Gently push the door forward until it snaps into place.

Step three: Clear the paper jam from the front of the All-in-One

If you cannot remove the paper jam from the back of the product, follow these steps to remove the paper jam from the front.

Open the cartridge door.

Figure : Open the cartridge door
Gently pull the paper out of the rollers.

note:
Remove paper from the front of the product as carefully as possible. If any torn pieces of paper remain inside the product, more paper jams are likely to occur, and this could damage the print mechanism.
Close the cartridge door.

Figure : Close the cartridge door
Reconnect the power cord to the back of the product.
Press the Power button () to turn on the product.
Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.

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 moves freely

Use the following steps to make sure that the carriage moves freely.

Press the Power button () to turn on the product.
Open the cartridge door. The carriage might try to move into the access area. Allow it to move to that position.

Figure : Open the cartridge door
Without turning off the product, disconnect the power cord from the back of the product.

caution:
You must disconnect the power cord to move parts by hand without the risk of an electrical shock.
Disconnect the power cord from the wall outlet.
Look inside the product to see where the carriage is stuck, and then check for any torn paper or objects that might be restricting the carriage.

note:
You might need a flashlight to illuminate areas for proper viewing.
Reach inside the product through the cartridge door, and then manually move the carriage.
- If the carriage is stuck on the right side of the product, move the carriage to the left side of the product.
- If the carriage is stuck on the left side of the product, move the carriage to the right side of the product.
- If the carriage is stuck in the middle of the product, move the carriage to the right side of the product.
Remove any loose paper or obstructions found.
Make sure that the carriage can move freely across the width of the product by gently pushing the carriage to the left and then to the right.
Close the cartridge door.

Figure : Close the cartridge door
Reconnect the power cord to the back of the product.
Reconnect the power cord to the wall outlet.
Press the Power button () to turn on the product.
Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.

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 four: Remove and reinstall the cartridges

Improper placement or installation of the cartridges can cause the product to indicate a carriage jam error. Follow these steps to remove and then reinstall the cartridges.

Step one: Remove the cartridges

Press the Power button () to turn on the product.
Open the cartridge door. The carriage might try to move into the access area. Wait until the carriage is idle and silent before continuing.

Figure : Open the cartridge door
Push down on the top of the cartridge to release it, and then pull it toward you to remove it from its slot.
Figure : Remove the cartridge

Cartridge slot for the tri-color cartridge

Cartridge slot for the black or photo cartridge
caution:
Do not touch the copper-colored contacts or ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.

Figure : Do not touch the contacts or ink nozzles
Repeat these steps for the other cartridge.
Check for obstructions under and around the carriage. Remove any obstructions.

Step two: Reinstall the cartridges

Slide the cartridge forward into the slot, and then gently push on the upper part of the cartridge until it clicks into place.

Figure : Reinstall the cartridges
- If you are installing the tri-color cartridge, slide it into the left slot.
- If you are installing a black or photo cartridge, slide it into the right slot.
Repeat these steps for the other cartridge.
Close the cartridge door.

Figure : Close the cartridge door
Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.

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 five: Plug the product directly into a wall outlet

Plug the product directly into a wall outlet to make sure the power source is functioning correctly.

Disconnect the power cord from the back of the product.
Disconnect the power cord from any power strips or surge suppressors, and then plug it directly into a wall outlet.
Reconnect the power cord to the back of the product.
Press the Power button () to turn on the product.
Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.

note:
If the product prints when plugged directly into a wall outlet, the power strip or surge suppressor might not be allowing enough voltage to reach the product.

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 six: Perform a power reset

Use the following steps to reset the product.

Press the Power button () to turn on the product.
Disconnect the power cord from the product.
Unplug the power cord from the wall outlet.
Wait 15 seconds.
Plug the power cord back into the wall outlet.
Reconnect the power cord to the back of the product.
Press the Power button () to turn on the product.
Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.

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 experience a different issue with your printer, go to HP Product Support Home Page, and then search for another document that relates to the issue you are experiencing.

note:
If the page displays in the wrong region or language, click the Region - Language link in the upper right corner of your browser. Then you can select the correct region and language.
If the product does not print a test page, there is an issue with the product hardware. Continue to the next solution.

Solution seven: Service the All-in-One

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.