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A 'Carriage Jam' or '0X610000F6' Message Displays for HP Photosmart Premium e-All-in-One Printer Series (C310)

Issue
A 'Carriage Jam: Clear Carriage Jam' or '0X610000F6' message displays on the product control panel. The following symptoms might accompany the error message:
  • A 'Carriage Jam' message might also display on the computer in Windows.
  • The carriage might be stuck on either side or in the middle of the product.
Video of fixing a carriage jam
View the following video, or use the steps following to learn how to fix a carriage jam.
The following video demonstrates how to fix a carriage jam.
  note:
This video shows the HP Photosmart Premium e-All-in-One Printer (C310a). The outside of the printer might not look the same as your printer, but the steps are the same.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
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, view the following video or use the steps in the following table.
The following video demonstrates how to print a test page.
  note:
This video shows the HP Photosmart Premium e-All-in-One Printer (C310a). The outside of the printer might not look the same as your printer, but the steps are the same.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
How to print a self-test report
  1. Load plain white paper in the input tray.
  2. On the product control panel, touch the Setup icon ().
  3. Touch Tools.
  4. Touch Printer Status Report. The product prints the 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
  1. Press the Power button () to turn off the product. If the product does not turn off, continue to the next solution.
  2. Wait 60 seconds.
  3. Press the Power button () to turn the product on.
      note:
    The product might go through a warm-up period that might last up to two minutes. The product lights might flash and the carriage might move. Wait until the warm-up period completes before you continue.
  4. Print a self-test report. See the section on how to use these solutions at the beginning of this document.
  • 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
Jammed paper can cause the carriage to stall. Follow these steps to clear any jammed 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 rear of the All-in-One
Use the following steps to check for and remove jammed paper from the rear of the product.
  1. Press the Power button () to turn off the product.
  2. Turn the product around to access the rear of the product.
  3. Disconnect the power cord.
  4. Remove the two-sided printing accessory (duplexer) from the rear of the product. Push the right side of the duplexer to the left, and then pull out the duplexer. Set the duplexer aside.
    Figure : Rear view of the product showing the duplexer
    Graphic: Rear view of the product showing the duplexer
  5. Gently remove any jammed paper or bits of torn paper from the rollers inside the product. Use both hands to pull out any whole sheets of paper to avoid tearing them.
    Figure : Remove the jammed paper
    Photograph of removing jammed paper
      caution:
    Use a flashlight to thoroughly check the rollers and wheels for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the product, more jams are likely to occur.
    Figure : Remove torn scraps of paper
    Illustration of removing scraps of paper
  6. Hold the duplexer in front of you, and then press the tabs on both sides of the duplexer to open it.
    Figure : Location of the tabs on the duplexer
    Illustration: Location of the tabs on the duplexer
  7. Gently pull any jammed paper out of the duplexer.
  8. Close the door of the duplexer.
  9. Insert the two pegs on the left side of the duplexer into the left side of the product, and then gently push the duplexer into place. Make sure that the duplexer is firmly attached.
  1. If the product is not turned off, press the Power button () to turn it off.
  2. Disconnect the power cord from the rear of the product.
  3. Without opening the cartridge access door, raise the output tray, and then check the input tray for any jammed paper.
    Figure : Raise the output tray
    Graphic: Raise the output tray
  4. Remove any jammed paper from the input tray, and then lower the output tray.
  5. Open the cartridge access door.
    Figure : Open the cartridge access door
    Illustration of opening the cartridge access door
  6. Manually move the carriage to one side of the product.
      warning:
    Do not reach into the product when it is on and the carriage is stuck. Always turn the product off before you remove any jam.
  7. If there is paper jammed in the product, gently remove the paper through the top of the product.
      note:
    If the paper tears when you remove it, check for torn pieces of paper that might remain inside the product. If pieces of paper remain in the product, more paper jams might occur.
  8. Close the cartridge access door.
    Figure : Close the cartridge access door
    Illustration of closing the cartridge access door
  9. Reconnect the power cord to the rear of the product.
  10. Press the Power button () to turn on the product.
Step four: Print a self-test report
Print a self-test report. See the section on how to use these solutions at the beginning of this document.
  • 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 three: Make sure that the carriage moves freely
Use the following steps to check that the carriage can move freely in the product.
  1. If the product is not turned on, press the Power button () to turn it on.
  2. Open the cartridge access door.
    Figure : Open the cartridge access door
    Illustration of opening the cartridge access door
      note:
    The carriage might try to move into the access area. If it does, allow it to move to that position.
  3. With the product turned on, disconnect the power cord from the rear of the product.
  4. Unplug the power cord from the power source or electrical outlet.
      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.
    Figure : Example of paper that could be restricting the carriage
    Illustration of paper in the carriage path that could restrict the carriage
  6. Remove any paper or objects you find.
      note:
    If the paper tears when you remove it, check for torn pieces of paper that might remain inside the product. If pieces of paper remain in the product, more paper jams might occur.
  7. Reach inside the product through the cartridge access door, and then manually move the carriage.
    • If the carriage is stuck on the right side, move the carriage to the left side of the product.
    • If the carriage is stuck on the left side, move the carriage to the right side of the product.
    • If the carriage is stuck in the middle, move the carriage to the right.
  8. 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.
  9. Close the cartridge access door.
    Figure : Close the cartridge access door
    Illustration of closing the cartridge access door
  10. Reconnect the power cord to the rear of the product.
  11. Plug the power cord back into the power source or electrical outlet.
  12. Press the Power button () to turn on the product.
Step two: Print a self-test report
Print a self-test report. See the section on how to use these solutions at the beginning of this document.
  • 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 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
  1. If the product is not turned on, press the Power button () to turn it on.
  2. Open the cartridge access door.
    Figure : Open the cartridge access door
    Illustration of opening the cartridge access door
  3. Press the tab on each cartridge, and then remove each cartridge from its slot.
    Figure : Remove the cartridge from the slot
    Graphic: Remove the cartridge from the slot
Step two: Reinstall the cartridges
  1. With the cartridge contacts facing the printhead, slide the cartridge into the appropriate slot as indicated by the color-coded icons on the cartridge and in the printhead.
    Figure : Insert the cartridge
    Graphic: Insert the cartridge
  2. Press down on the cartridge until it clicks firmly into place.
    Figure : Press the cartridge firmly into place
    Graphic: Press the cartridge firmly into place
  3. Repeat these steps to replace other cartridges, if necessary.
  4. Close the cartridge access door.
    Figure : Close the cartridge access door
    Illustration of closing the cartridge access door
Step three: Print a self-test report
Print a self-test report. See the section on how to use these solutions at the beginning of this document.
  • 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 five: Plug the product directly into a wall outlet
Follow these steps to plug the product directly into a wall outlet.
Step one: Plug the product directly into a wall outlet
  1. Disconnect the power cord from the rear of the product.
  2. Disconnect the power cord from any power strip or surge suppressor, and then plug it directly into the wall outlet.
  3. Reconnect the power cord to the rear of the product.
  4. Press the Power button () to turn on the product.
Step two: Print a self-test report
Print a self-test report. See the section on how to use these solutions at the beginning 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.
  • 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
Follow these steps to reset the product.
  1. Press the Power button () to turn on the product.
  2. With the product turned on, disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button () to turn it on.
Step two: Print a self-test report
Print a self-test report. See the section on how to use these solutions at the beginning of this document.
  • If these steps resolved the issue, and the self-test report prints, there is no need to continue troubleshooting. Connect the USB cable to continue the print job.
  • If the issue persists, continue to the next step.
  • If the self-test report does not print, skip to the next solution.
Step three: Search for more information
If you are still experiencing issues, see the HP Product Support Home Page, and then search for another document that relates to the symptoms you are experiencing.
Right-click this link, Product Support Home Page, and then click Open in New Window.
  note:
If the page displays in the wrong country/region or language, click the Region - Language link in the upper right corner of your browser. Then you can select the correct country/region and language.
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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