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A 'Clear Carriage Jam and Press OK to Continue' Message Displays for HP Photosmart 2600 and 2700 All-in-One Printer Series

Issue

The error message 'Clear Carriage Jam and Press OK to Continue' displays on the product control panel.
The following symptoms might also accompany the error message:
  • The carriage stalls against the left side of the product.
  • The product does not print.
  • Printing stops unexpectedly.
  • A paper jam recently occurred.

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
  1. Load plain, white paper in the input tray.
  2. Press the Setup button.
  3. Press 2, and then press 5.
    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

Follow these steps to turn the product on, and then off again, to reset the print mechanism.
  1. Press the Power button () to turn off the product.
  2. Wait 15 seconds.
  3. Press the Power button () to turn the product on again.
    note:
    The product might go through a warm-up period of up to two minutes. The product lights might flash and the carriage might move. Wait until the warm-up period is complete before proceeding.
  4. 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 paper jam

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 paper from the input tray and output tray.
  caution:
Do not remove jammed paper at this stage. Trying to clear a paper jam 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

Use the following steps to check for and remove jammed paper from the back of the product.
  1. Press the Power button () to turn off the product.
  2. Disconnect the USB or Ethernet cable from the back of the product.
  3. Disconnect the power cord from the back of the product.
  4. Remove the rear door. Push the door latches toward each other, and then pull the door away from the product.
    Figure : Remove the rear door
    Illustration of removing the rear door
  5. 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.
  6. If you are printing labels, see if any are missing from the label sheet. If any labels are missing, find them inside the product, and then remove them carefully.
  7. Reattach the rear door. Gently push the door forward until it snaps into place.

Step three: Clear the paper jam from the front of the product

Follow these steps to remove the paper jam from the front of the product.
  1. Open the cartridge access door.
    Figure : Open the cartridge access door
    Illustration of opening the cartridge access door
  2. If you find paper jammed in the product that cannot be removed through the rear door, gently remove the paper through the front of the product.
    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.
  3. Close the cartridge access door.
    Figure : Close the cartridge access door
    Illustration of closing the cartridge access door
  4. Reconnect the power cord to the back of the product.
  5. Press the Power button () to turn on the product.
  6. 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.
  1. Press the Power button () to turn on the product.
  2. Open the cartridge access door. The carriage might move to the far right side of the product. Allow it to move to that position.
      Figure : Open the cartridge access door
      Illustration of opening the cartridge access door
    1. Cartridge access door
    2. Carriage
  3. 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.
  4. Disconnect the power cord from the wall outlet.
  5. Look inside the product to see where the carriage is stuck, and then check for any torn paper or other objects that might be restricting the carriage.
    note:
    You might need a flashlight to illuminate areas for proper viewing.
  6. Reach inside the product through the cartridge access 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.
  7. Remove any loose paper or obstructions found.
  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 back of the product.
  11. Reconnect the power cord to the wall outlet.
  12. Press the Power button () to turn on the product.
    note:
    The product might go through a warm-up period of up to two minutes. The product lights might flash and the carriage might move. Wait until the warm-up period is complete before proceeding.
  13. 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 incorrect installation of the cartridges might cause the carriage stall error. Follow these steps to remove and then reinstall the cartridges.

Step one: Remove the cartridges

  1. Press the Power button () to turn on the product.
  2. Open the cartridge access door, and then wait until the carriage is idle and silent.
    Figure : Open the cartridge access door
    Illustration of opening the cartridge access door
  3. Raise each of the cartridge latches.
    Press down on the top of the latch, and then pull out the bottom of the latch to release it.
      Figure : Press down on the cartridge latch
      Illustration of pressing down on the cartridge latch
    1. Cartridge latch for the tri-color cartridge
    2. Cartridge latch for the black, photo, and gray photo cartridges
  4. Press down on a cartridge to release it from the carriage, and then slide it forward out of the carriage.
    Figure : Slide the cartridge out
    Illustration of sliding the cartridge out
      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
    Illustration of how not to touch the contacts or ink nozzles
  5. Check for obstructions under or around the cartridge. Remove any obstructions.

Step two: Reinstall the cartridges

  1. Hold the cartridge so that the nozzles face down and the contacts face toward the carriage.
  2. Slide the cartridge at a slight upward angle into the empty slot, and then gently push it forward until it snaps into place.
    Figure : Slide the cartridge in
    Illustration of sliding the cartridge in
  3. Push down on the cartridge latch until it snaps closed.
    Figure : Push down on the cartridge latch
    Illustration of pushing down on the cartridge latch
  4. Repeat these steps for both cartridges. After reinstalling both cartridges, close the cartridge access door.
    Figure : Close the cartridge access door
    Illustration of closing the cartridge access door
  5. 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.
  1. Disconnect the power cord from the back 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 back of the product.
  4. Press the Power button () to turn on the product.
  5. 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 perform a reset.
  1. Press the Power button () to turn on the product.
  2. Disconnect the power cord from the back of the product.
  3. Disconnect the power cord from the electrical outlet.
  4. Wait 15 seconds.
  5. Reconnect the power cord to the electrical outlet.
  6. Reconnect the power cord to the back of the product.
  7. Press the Power button () to turn on the product.
  8. 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 product

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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