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A 'Carriage Jam' Message Displays for HP Officejet 6100 ePrinter Series (H611)

Issue
A 'Carriage Jam. There is a problem with the printer or ink system.' message displays on the computer.
Important: You must follow these solutions in the order presented to resolve the issue.
Solution one: Turn the printer off and then on again
Follow these steps to turn the printer off and on again.
Step one: Turn the printer off and then on again
Follow these steps to turn the printer off, and then on again to reset the printing mechanism.
  1. Press the Power button to turn off the printer. If the printer does not turn off, continue to the next solution.
  2. Wait 60 seconds.
  3. Press the Power button to turn on the printer.
      note:
    The printer might go through a warm-up period. The printer lights might flash and the carriage might move.
  4. Wait until the warm-up sequence finishes before you proceed.
Step two: Print a Printer Status Report
Printing a test page verifies that the hardware functions correctly.
Follow these steps to print a test page.
  1. Load unused, plain white paper into the input tray.
  2. Press the Power button () to turn on the product.
  3. Press and hold the Cancel button () for five seconds.
    The product prints the test page.
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
The following steps require the use of a flashlight to identify any jammed paper in the rear and in the front of the printer.
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.
Follow these steps to clear the jam from the rear of the product.
  caution:
Trying to clear a paper jam from the front of the product can damage the print mechanism. Gain access to and clear paper jams through the rear of the product whenever possible.
  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 from the rear of the product.
  4. Slide the rear access door handle to the right, and then pull the door towards you to remove it.
      Figure : Remove the rear access door
      Image: Remove the rear access door.
    1. Slide the rear access door handle to the right.
    2. Pull out the door.
  5. Gently remove any jammed paper or bits of torn paper from the rollers inside the product. Use both hands to pull any whole sheets of paper to avoid tearing them.
    Figure : Remove any jammed paper from the rollers
    Image: Remove any jammed paper from the rollers.
      caution:
    If the paper tears while removing it from the rollers, 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 paper jams are likely to occur.
  6. Reinstall the rear access door. Position the right end in the product, and then push the rear access door into the product until it snaps into place.
The following steps require the use of a flashlight to identify any jammed paper in the carriage path.
  1. Open the cartridge access door.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  2. Grasp any jammed paper in the carriage path with both hands, and then pull the paper slowly but firmly toward you to remove it.
    Figure : Carefully pull the jammed paper from the carriage path
    Image: Pull the jammed paper from the carriage path.
  3. Use a flashlight to 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.
    Use a flashlight
    Paper jammed in carriage path
    Image: Use a flashlight
    Image: Paper jammed in carriage path
Step four: Print a Printer Status Report
Printing a test page verifies if 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 three: Make sure that the carriage moves freely
The following steps require the use of a flashlight to identify any jammed paper in the carriage path area.
Step one: Check the carriage path
Follow these steps to check the carriage path.
  1. Open the cartridge access door.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  2. Disconnect the power cord from the rear of the printer.
      warning:
    You must disconnect the power cord to move parts by hand without the risk of an electrical shock.
  3. Check the position of the carriage, and use one of the following options to make sure the carriage moves freely.
Step two: Print a Printer Status Report
Printing a test page verifies if 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 reinstall the cartridges
Improper placement or installation of the cartridges might cause the printer to indicate a carriage jam error. Follow these steps to remove, and then reinstall the cartridges.
Purchase replacement cartridges and other supplies from the HP Store or local retailers.
Step one: Remove and reinstall the cartridges
  1. Press the Power button to turn on the printer, if it is not already on.
  2. Open the cartridge access door. The carriage moves to the left side of the printer. Wait until the carriage is idle and silent before proceeding.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  3. Push in on the front of the cartridge to release it, and then pull it toward you to remove it from its slot.
    Figure : Press the cartridge and remove it from its slot
    Image: Press the cartridge and remove it from its slot.
  4. Hold the cartridge so that the cartridge contacts are facing toward the printer.
  5. Slide the cartridge into its slot, and then gently push it forward until it clicks into place.
      note:
    Make sure that the colored dot on the cartridge label matches the colored dot on the slot.
    Figure : Insert the cartridge into its color-coded slot
    Image: Insert the cartridge into its color-coded slot.
  6. Repeat these steps to replace other cartridges, if necessary.
  7. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door.
Step two: Print a Printer Status Report
Printing a test page verifies if 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 five: Plug the printer directly into a wall outlet
Plug the printer directly into a wall outlet to make sure that the power source is functioning correctly.
Step one: Plug the printer directly into a wall outlet
  1. Press the Power button to turn off the printer.
  2. Disconnect the power cord from the rear of the printer.
  3. Unplug the power cord from any power strips or surge suppressors.
  4. Plug the power cord directly into a wall outlet.
  5. Reconnect the power cord to the rear of the printer.
  6. Press the Power button to turn on the printer.
Step two: Print a Printer Status Report
Printing a test page verifies 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 six: Reset the printer
Use the following steps to reset the printer.
Step one: Reset the printer
  1. Press the Power button to turn on the printer.
  2. With the printer turned on, disconnect the power cord from the rear of the printer.
  3. Wait at least 30 seconds.
  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 Printer Status Report
Printing a test page verifies that the hardware functions correctly.
  • If these steps resolved the issue, and the test page prints, you can stop troubleshooting.
  • 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 solution.
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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