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A 'Carriage Jam' Message Displays for HP Deskjet 3510 and HP Deskjet Ink Advantage 3510 e-All-in-One Printer Series

Issue

A 'Carriage Jam: Clear carriage jam' message displays on the printer control panel. The carriage, which holds the cartridges, stalls in the printer. A paper jam might have occurred previously.
You might also experience the following symptoms:
  • The printer will not print.
  • The print job stops unexpectedly.
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.

Video of clearing a carriage jam

The following video demonstrates how to clear a carriage jam.
note:
This video shows an HP Deskjet 3512 e-All-in-One Printer, but the steps are the same for your printer.
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: Reset the All-in-One

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

Step one: Reset the All-in-One

Follow these steps to 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 test page

Follow these steps to print a test page to make sure that the hardware functions correctly.
  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.
  2. Press the Down Arrow () to select Settings, and then press OK.
  3. Press the Down Arrow () to select Tools, and then press OK.
  4. Press OK to print a Printer Status Report.
    Figure : Example of a test page
    Image: Example of a test page
  • 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

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

Step one: Clear any jammed paper from the input tray

Follow these steps to clear any jammed paper from the input tray.
  1. Press the Power button () to turn off the printer.
  2. Disconnect the power cord from the rear of the printer.
      warning:
    You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
  3. Locate the input tray on the rear of the printer.
  4. Pull the paper gently out of the input tray to remove the paper jam.
    Figure : Remove any loose paper jam from the input tray
    Image: Remove paper jam from the input tray
  5. 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

Follow these steps to clear the jam from the output tray.
  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 has not been disconnected already.
  3. Locate the output tray in the front of the printer.
  4. Pull the paper gently out of the output tray to remove the paper jam.
    Figure : Remove the paper jam from the output tray
    Image: Remove the paper jam from the output tray
  5. 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 three: Clear any jam from the cartridge access area

If you cannot remove the jam from the base or inside the printer, follow these steps to remove the paper jam from the front.
  1. Turn off the printer, and then disconnect the power cord.
      warning:
    Disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
  2. Open the ink cartridge access door.
    Image: Opening the cartridge access door
  3. Gently remove any jammed paper from inside the printer.
    Image: Removing jammed paper from inside the printer
  4. Close the ink cartridge access door.
  5. Reconnect the power cord to the rear of the printer, and then turn on the printer.

Step four: Clear any jam from underneath the All-in-One

Use the following steps to check for and remove jammed paper from the base of the HP printer.
  1. Press the Power button () to turn off the printer.
  2. Disconnect the power cord from the rear of the printer.
      warning:
    You must disconnect the power cord before reaching inside the HP printer to avoid risk of injuries or electric shock.
  3. Disconnect the USB cable from the rear of the printer if you have a USB connection to the computer.
  4. Turn the printer so that you can access its underside (base).
      caution:
    Before turning the printer, use your hand to secure the scanner lid.
  5. 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
  6. 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
  7. Reattach the cleanout door. Gently push the door forward until it snaps into place.
    Figure : Reattach the cleanout door
    Image: Reattaching the cleanout door
  8. Turn the printer over to its normal position.
  9. 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.
  10. Close the cartridge access door.
  11. Reconnect the power cord to the rear of the printer.
  12. Press the Power button () to turn on the printer.

Step five: Print a test page

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 moves freely

Follow these steps to make sure that the carriage can move freely.

Step one: Check the carriage path for obstructions

Follow these steps to check the carriage path for obstructions.
  1. Turn on the printer, if it is not already on.
  2. Open the ink cartridge access door.
    Image: Opening the ink cartridge access door
  3. Wait until the carriage is idle and silent before you continue.
  4. With the printer turned on, disconnect the power cord from the rear of the printer.
      warning:
    You must unplug the power cord to move the carriage by hand and reset the paper feed mechanism without the risk of electrical shock.
  5. Check for any paper or objects that might be restricting the carriage, and then remove any paper or objects that you find.
      caution:
    If the paper tears when you remove it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams can occur.
  6. Reach inside the printer through the ink cartridge access door, 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 obstructions found.
  8. Make sure the carriage can move freely across the width of the printer. Firmly push the carriage to the left side of the printer, and then to the right side.
  9. Open the ink cartridge access door.
    Image: Opening the ink cartridge access door
  10. Reconnect the power cord to the rear of the printer, and then turn on the printer.

Step two: Print a test page

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: Remove and reinsert the cartridges

Improper placement or installation of the cartridges can cause the printer to indicate a carriage jam error. Follow these steps to remove and then reinsert the cartridges.
  1. Press the Power button to turn on the printer, if it is not already turned on. Wait until the printer is idle and silent before continuing.
  2. Open the ink cartridge access door. The carriage moves to the center of the printer. Wait until the carriage is idle and silent before continuing.
    Image: Opening the cartridge access door
  3. Press down on the ink cartridge to release it, and then pull the ink cartridge out to remove it from its slot.
    Graphic: Remove the cartridge
      caution:
    Do not touch the copper-colored contacts or the ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.
    Graphic: Do not touch the contacts or nozzles
  4. Check for obstructions under and around the carriage. Clear any obstructions you find. You might need a flashlight to illuminate areas for proper viewing.
  5. Hold the ink cartridge by its sides with the nozzles toward the printer, and then insert the ink cartridge into its slot. Make sure that the icon on the ink cartridge matches the icon on the slot.
    • The tri-color ink cartridge goes in the slot on the left.
    • The black ink cartridge goes in the slot on the right.
    Image: Inserting the cartridge into its slot
  6. Push the ink cartridge forward into its slot until it snaps into place.
    Graphic: Snap the cartridge into place
  7. Close the ink cartridge access door.
    Graphic: Close the cartridge access door

Step two: Print a test page

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 fivou une: Plug the All-in-One directly into a wall outlet

Follow these steps to plug the printer directly into a wall outlet and print a test page report.

Step one: Plug the All-in-One directly into a wall outlet

Plug the printer directly into an electrical outlet to make sure that the power source functions correctly.
  1. Disconnect the power cord from the rear of the printer.
  2. Unplug the power cord from any power strip or surge suppressor.
  3. Plug the power cord directly into an electrical outlet.
  4. Reconnect the power cord to the rear of the printer.
  5. Press the Power button () to turn on the printer.

Step two: Print a test page

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 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 step or solution.

Solution six: 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.

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