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A 'Paper Jam' Error Displays on the HP Officejet 7610 Wide Format e-All-in-One Printer Series

During printing, the printer stops feeding pages, and a 'Paper Jam' error message displays on the printer control panel. The control panel might also display a brief description of the jam, which might include the following messages:

'Remove the rear access panel or automatic two-sided printing accessory from the back of the printer, and then clear any paper. If required, open the front cover or ink cartridge access door.'
'The original is jammed in the automatic document feeder (ADF). Open the ADF cover, remove and reload the original, and then try again.'

note:
Paper jams can be real or false. The printer might report a paper jam even when there is no jammed paper. The following steps apply to both real and false paper jams.

Video of clearing a paper jam

The following video demonstrates how to clear a paper jam in the HP Officejet 7610 Wide Format e-All-in-One printer.

Video of clearing a paper jam in the HP Officejet 7610 Wide Format e-All-in-One printer

Solution one: Turn the printer off and then on

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

Step one: Turn the printer off and then on

Press the Power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the rear of the printer.
Wait 60 seconds.
Reconnect the power cord to the rear of the printer.
Press the Power button to turn on the printer.

note:
The printer might go through a warm-up period, which might last several minutes. Wait until the warm-up period completes before you continue.

If the printer ejects any paper and the control panel no longer displays the error message, continue to the next step to print a printer status report.
If the printer does not eject any paper and the control panel still displays the error message, continue to the next solution to clear the jam from the printer.

Step two: Print a Printer Status Report

To make sure that the hardware functions correctly, print a Printer Status Report as a test page.

Load plain white paper in the tray.
From the Home screen on the printer control panel, touch the Right Arrow (), and then touch Setup ().
Touch the Down Arrow (), and then touch Reports.
Touch Printer Status Report. The test page prints.

Figure : Printer Status Report

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: Make sure that the printer rests on a flat surface

Follow these steps to make sure that the printer rests on a flat, level surface.

Step one: Check the surface the printer rests on

Make sure that the surface the printer rests on is flat, level, and hard.
Make sure that part of the printer's base does not rest on anything that might cause the printer to tilt, even slightly.
Pull out the paper tray.
Load 10 sheets of U.S. letter or A4 plain white paper in the paper tray.
Push the paper tray back into the printer.

Step two: Print a Printer Status Report

To make sure that the hardware functions correctly, print a Printer Status Report as a test page.

How to print a Printer Status Report

Load plain white paper in the tray.
From the Home screen on the printer control panel, touch the Right Arrow (), and then touch Setup ().
Touch the Down Arrow (), and then touch Reports.
Touch Printer Status Report. The test page prints.

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: Clear the jam from the printer

Follow these steps to remove any loose paper from the paper tray. Some steps require the use of a flashlight to identify any jammed paper in the printer.

Step one: Clear any loose paper from the paper tray

If any loose paper is accessible from the paper tray, follow these steps to remove the paper.

note:
Do not remove paper that is jammed in the paper tray during this step.

Open the paper tray.
Remove any loose sheets of paper from the paper tray.

Step two: Clear any jammed paper from the carriage access area

Follow these steps to remove any jammed paper from the carriage access area.

Press the Power button to turn on the printer, if it is not on already.
On the front of the printer, lift up to open the carriage access door.

Figure : Open the carriage access door
Grasp the top of the cartridge access door, and then pull down to open the door.

note:
The carriage might move into the access area. If it does, allow it to move to that position.

Figure : Open the cartridge access door
Disconnect the power cord from the rear of the printer, and then disconnect the power cord from the power source or electrical outlet.

warning:
You must disconnect the power cord before you reach inside the printer to avoid risk of injuries or electric shock.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
Gently remove any jammed paper from the carriage access area. To avoid tearing any whole sheets of paper, pull the paper with both hands.

Figure : Remove any jammed paper from the carriage access area
Move the carriage left and then right to remove any foreign objects or torn pieces of paper from the carriage access area.

Figure : Move the carriage left and then right to remove any foreign objects or torn pieces of paper.
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 can occur.

Use a flashlight

Paper jammed in carriage path
Close the cartridge access door.

Figure : Close the cartridge access door
Close the carriage access door.

Figure : Close the carriage access door

Step three: Clear any jammed paper from the rear of the printer

Follow these steps to clear the paper jam from the rear of the printer.

If your printer has a rear access door

Press the Power button to turn off the printer, if it is not off already.
Disconnect the power cord from the rear of the printer, if it is not disconnected already, and then unplug the power cord from the power source or electrical outlet.

warning:
You must disconnect the power cord before reaching inside the HP printer to avoid risk of injuries or electric shock.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
Remove the rear access door. Push in the handles on either side of the rear access door, and then pull out the door.
Figure : Remove the rear access door

Push in the rear access door handles

Pull out the door
Gently pull the paper out of the rollers inside the printer. To avoid tearing any whole sheets of paper, pull the paper with both hands.

Figure : Paper rollers inside the printer
Clear any jammed paper from the rear access door.

Figure : Paper rollers on the rear access door
Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the printer or rear access door. If any torn pieces of paper remain inside the printer or rear access door, more jams are likely to occur.

Figure : Use a flashlight
Reinsert the rear access door into the rear of the printer. Push in the handles on either side of the rear access door, and then push the door forward until it snaps into place.

If your printer has a duplexer

Press the Power button to turn off the printer, if it is not off already.
Disconnect the power cord from the rear of the printer, if it is not disconnected already, and then unplug the power cord from the power source or electrical outlet.

warning:
You must disconnect the power cord before reaching inside the HP printer to avoid risk of injuries or electric shock.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
Remove the duplexer cleanout door. Push in the buttons on either side of the duplexer cleanout door, and then pull out the duplexer cleanout door.
Figure : Remove the duplexer cleanout door

Push in the duplexer cleanout buttons.

Pull out the duplexer cleanout door.
Gently pull the paper out of the rollers inside the duplexer. To avoid tearing any whole sheets of paper, pull the paper with both hands.

Figure : Paper rollers inside the duplexer
Clear any jammed paper from the duplexer cleanout door rollers.

Figure : Paper rollers on the duplexer cleanout door
Reinsert the duplexer cleanout door into the duplexer. Push the duplexer cleanout door forward until it snaps into place.
Remove the duplexer. Push in the buttons on either side of the duplexer, and then pull out the duplexer.
Figure : Remove the duplexer

Push in the duplexer buttons.

Pull out the duplexer.
Gently pull the paper out of the rollers inside the printer. To avoid tearing any whole sheets of paper, pull the paper with both hands.

Figure : Paper rollers inside the printer
Clear any jammed paper from the duplexer rollers.

Figure : Paper rollers on the duplexer
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 or rear access door, more jams are likely to occur.

Figure : Use a flashlight
Reinsert the duplexer into the rear of the printer. Push the duplexer forward until it snaps into place.

Step four: Clear any jammed paper from the automatic document feeder (ADF)

Follow these steps in the order presented to check the ADF mechanism for a paper jam.

Press the Power button to turn off the printer, if it is not off already.
Disconnect the power cord from the rear of the printer, if it is not disconnected already, and then unplug the power cord from the power source or electrical outlet.

warning:
You must disconnect the power cord before reaching inside the HP printer to avoid risk of injuries or electric shock.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
Lift the ADF cover.

Figure : Lift the ADF cover
Gently pull out any jammed paper from the ADF. To avoid tearing any whole sheets of paper, pull the paper with both hands.

caution:
If the paper tears while you remove it, check the rollers and wheels for any torn pieces of paper that might remain inside the ADF. Use a flashlight to thoroughly check the rollers for torn pieces of paper. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur.

Figure : Remove any jammed paper from the ADF
Lift the ADF mechanism.
Figure : Lift the ADF mechanism

Lift the ADF mechanism.
Gently pull out any jammed paper from the ADF mechanism.

caution:
If the paper tears while you remove it, check the rollers and wheels for any torn pieces of paper that might remain inside the ADF mechanism. Use a flashlight to thoroughly check the rollers for torn pieces of paper. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur.
Close the ADF mechanism.
Make sure that the paper sensor hangs freely from the ADF cover, and that the sensor parts are not broken, dislodged, or stuck.
Figure : Check the ADF paper sensor

ADF paper sensor

ADF mechanism
Close the ADF cover.

note:
Make sure to close the ADF cover tightly at both ends. A false error message might occur if the ADF cover is not securely closed.

Figure : Close the ADF cover tightly at both ends
Lift the scanner lid.
Gently pull out any jammed paper from the rollers on the bottom of the scanner lid. To avoid tearing any whole sheets of paper, pull the paper with both hands.
Figure : ADF rollers on the scanner lid

ADF rollers on the scanner lid
caution:
If the paper tears while you remove it, check the rollers and wheels for any torn pieces of paper that might remain inside the ADF rollers. Use a flashlight to thoroughly check the rollers for torn pieces of paper. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur.
Close the scanner lid.
Reconnect the power cord to the rear of the printer, and then reconnect the USB or Ethernet cable.
Plug the power cord back into the power source or electrical outlet.
Press the Power button to turn on the printer.

Step five: Print a Printer Status Report

To make sure that the hardware functions correctly, print a Printer Status Report as a test page.

How to print a Printer Status Report

Load plain white paper in the tray.
From the Home screen on the printer control panel, touch the Right Arrow (), and then touch Setup ().
Touch the Down Arrow (), and then touch Reports.
Touch Printer Status Report. The test page prints.

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: Make sure that the carriage can move freely

Follow these steps to make sure that the carriage moves freely across the width of the printer. Some steps require a flashlight.

Step one: Check the carriage path for obstructions with a flashlight

Press the Power button to turn on the printer if it is not on already.
On the front of the printer, open the carriage access door.

note:
The carriage might try to move into the access area. If it does, allow it to move to that position.

Figure : Open the carriage access door
With the printer turned on, disconnect the power cord from the rear of the printer.
Unplug the power cord from the power source or electrical outlet.

warning:
To avoid the risk of electrical shock, you must unplug the power cord before moving the carriage by hand and resetting the paper feed mechanism.
Check for and remove any loose paper or objects that might be restricting the carriage.
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
Reach into the cartridge access area, 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.
Remove any loose paper or objects found.
Make sure that the carriage can move freely across the width of the printer by gently pushing the carriage to the left, and then to the right.
Close the carriage access door.

Figure : Close the carriage access door
Reconnect the power cord to the rear of the printer.
Plug the power cord back into the power source or electrical outlet.
Press the Power button to turn on the printer.

Step two: Print a Printer Status Report

To make sure that the hardware functions correctly, print a Printer Status Report as a test page.

How to print a Printer Status Report

Load plain white paper in the tray.
From the Home screen on the printer control panel, touch the Right Arrow (), and then touch Setup ().
Touch the Down Arrow (), and then touch Reports.
Touch Printer Status Report. The test page prints.

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: Clean the paper rollers

Sometimes debris, dirt, or paper scraps collect on the paper rollers, creating paper jams. Follow these steps to clean the rollers.

Step one: Clean the paper rollers

Follow these steps to clean the paper rollers.

If your printer has a rear access door

Gather the following materials:
- A clean, lint-free cloth, or any cloth that does not come apart or leave fibers
- Distilled, filtered, or bottled water (tap water might damage the printer)
Press the Power button to turn off the printer, if it is not already off.
Disconnect the power cord from the rear of the printer, if it is not disconnected already, and then unplug the power cord from the power source or electrical outlet.

warning:
You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
On the rear of the printer, remove the rear access door. Push in the handles on either side of the rear access door, and then pull out the door.
Figure : Remove the rear access door

Push in the rear access door handles.

Pull out the door.
Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.

Figure : Clean the rollers
Allow the rollers to dry completely (approximately 10 minutes).
Reinsert the rear access door. Push in the handles on either side of the rear access door, and then push the door forward until it snaps into place.
On the front of the printer, remove all originals from the document feeder tray.
Lift the top cover of the ADF. This provides easy access to the rollers and separator pad.
Figure : Lift the ADF cover

ADF cover

Rollers

Separator pad
Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
Figure : Clean the rollers and separator pad

Rollers

Separator pad
Use the cloth to wipe any residue from the separator pad. Apply a moderate amount of pressure to remove any dust or dirt buildup.
Allow the rollers and separator pad to dry completely (approximately 10 minutes).
Close the ADF cover.
Reconnect the power cord to the rear of the printer, and then reconnect the USB or Ethernet cable.
Plug the power cord back into the power source or electrical outlet.
Press the Power button to turn on the printer.

If your printer has a duplexer

Gather the following materials:
- A clean, lint-free cloth, or any cloth that does not come apart or leave fibers
- Distilled, filtered, or bottled water (tap water might damage the printer)
Press the Power button to turn off the printer, if it is not already off.
Disconnect the power cord from the rear of the printer, if it is not disconnected already, and then unplug the power cord from the power source or electrical outlet.

warning:
You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
On the rear of the printer, remove the duplexer. Push in the buttons on either side of the duplexer, and then pull out the duplexer.
Figure : Remove the duplexer

Push in the duplexer buttons.

Pull out the duplexer.
Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.

Figure : Clean the rollers
Allow the rollers to dry completely (approximately 10 minutes).
Reinsert the duplexer. Push the duplexer forward until it snaps into place.
On the front of the printer, remove all originals from the document feeder tray.
Lift the top cover of the ADF. This provides easy access to the rollers and separator pad.
Figure : Lift the ADF cover

ADF cover

Rollers

Separator pad
Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
Figure : Clean the rollers and separator pad

Rollers

Separator pad
Use the cloth to wipe any residue from the separator pad. Apply a moderate amount of pressure to remove any dust or dirt buildup.
Allow the rollers and separator pad to dry completely (approximately 10 minutes).
Close the ADF cover.
Reconnect the power cord to the rear of the printer, and then reconnect the USB or Ethernet cable.
Plug the power cord back into the power source or electrical outlet.
Press the Power button to turn on the printer.

Step two: Print a Printer Status Report

To make sure that the hardware functions correctly, print a Printer Status Report as a test page.

How to print a Printer Status Report

Load plain white paper in the tray.
From the Home screen on the printer control panel, touch the Right Arrow (), and then touch Setup ().
Touch the Down Arrow (), and then touch Reports.
Touch Printer Status Report. The test page prints.

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

Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Follow these steps to reset the HP printer, which clears a false paper jam error.

Step one: Perform a power reset

With the printer turned on, disconnect the power cord from the rear of the printer.
Unplug the power cord from the wall outlet.
Wait at least 15 seconds.
Plug the power cord back into the wall outlet.
Reconnect the power cord to the printer.
Turn the printer on.

Step two: Print a Printer Status Report

To make sure that the hardware functions correctly, print a Printer Status Report as a test page.

How to print a Printer Status Report

Load plain white paper in the tray.
From the Home screen on the printer control panel, touch the Right Arrow (), and then touch Setup ().
Touch the Down Arrow (), and then touch Reports.
Touch Printer Status Report. The test page prints.

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.
- Experiencing another issue?
  
  If your printer prints a test page and there is still an issue with your printer, go to HP Customer Support, type your printer model, and then browse for the appropriate support document to troubleshoot the issue.
If the printer does not print a test page, there is an issue with the printer hardware. Continue to the next solution.

Solution seven: Service the printer

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.

Experiencing frequent or recurring paper jams?

The following recommendations can help prevent recurring paper jams in your HP product:

Do not put any objects (such as paper clips, coins, or rubber bands) on top of the HP product that could potentially fall inside the input tray.
Before loading paper in the tray, hold the stack of paper, and then tap the bottom edge on a flat surface so that the stack is even on all sides.
Make sure that the width adjusters on the tray are correctly positioned before inserting paper into the product.

caution:
Do not force paper into the tray.
Do not overload the tray with paper.
Only add paper to the tray when the product is not printing.
Make sure that the HP product supports the paper type. See the documentation that came with the HP product for more information.
Do not print on paper with paper clips or staples attached.
Do not use paper that is bent, torn, dusty, damp, wrinkled, curled, or paper that does not lie flat.
Use only one type of paper at a time. Do not mix different types, weights, or sizes of paper.
Do not use paper that is too thin, too thick, or too glossy for the product.

Causes of paper jams

The following factors can cause paper jams:

Paper loaded incorrectly in the paper tray.
Damaged or dirty paper rollers.
Torn, wrinkled, or damp paper loaded in the paper tray.
The rear access door or two-sided printing accessory (duplexer) might not be closed or is not locked into place.
Paper was added to a stack already in the tray while the HP product was printing.
The tray contains more than one type of paper.
The paper is jammed inside the HP product where you cannot see it.
An obstruction is blocking the paper path.
Torn pieces of paper from a previous jam are stuck in the product.
The tray is too full.
If printing on an envelope, the edges of the envelope are bent.

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