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A 'Carriage Jam,' 'Paper Jam,' or Error Code '0x610000f6' Message Displays for HP Photosmart C5300 and C6300 All-in-One Printer Series

Issue

A 'Carriage Jam,' 'Paper Jam,' or error code '0x610000f6' message displays on the control panel display. The attention light blinks to indicate that there might be a paper jam.

How to use the solutions in this document

Experiencing frequent or recurring paper jams?
If you are looking for information on preventing a paper jam from recurring, you can skip to the prevention and cause sections in this document.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
How to print an extended self-test report
  1. Load U.S. letter or A4 size, unused, plain white paper into the main input tray.
  2. Press and hold the Cancel button () and then press Start Copy Black. The product prints an extended self-test page.
IMPORTANT: Try to print an extended self-test report after every solution even if the solution resolves the issue.

Video of clearing a carriage jam

The following video demonstrates the steps for clearing a carriage jam. The product in the video might not look exactly like your product, but the steps are the same.
If you have trouble viewing the video, or to the view the video in a different size, click here to play the video on YouTube.

Solution one: Turn the product off and then on again

Follow these steps to turn the product off, and then turn it on.

Step one: Turn the product off and then on again

  1. Press and release the Power button () to turn off the product.
  2. Wait 60 seconds.
  3. Press and release the Power button () to turn on the product.
    note:
    The product might go through a warm-up period of up to two minutes. Lights might flash and the carriage might move. Wait until the product is idle before continuing to the next step.

Step two: Print an extended self-test report

Print an extended 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 extended self-test report prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the extended self-test report does not print, continue with the next solution.

Solution two: Clear a paper jam

Follow these steps in the order presented to resolve the paper jam.

Step one: Remove any loose 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.
Remove any loose paper
Do not pull jammed paper
Illustration of removing loose paper from the input tray
Illustration cautioning against pulling jammed paper from front

Step two: Clear the paper jam from the rear of the product

  caution:
Never pull jammed paper from the front of the product. If you can pull it from the rear of the product or the tray, always try the rear first. Pulling paper from inside the front cover can cause mechanical damage to the product.
  1. Disconnect the USB cable from the rear of the product.
  2. Press the Power button () to turn off the product.
  3. Disconnect the power cord from the rear of the product.
  4. Press in the tab on the left side of the rear access door to release the door. Remove the door by pulling it away from the product.
    Figure : Remove the rear access door
    Illustration of removing the rear access 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 the jammed paper
    Photograph of removing the jammed paper from the rear of the product
      caution:
    Check the rollers and wheels for pieces of torn paper and remove any scraps, or more paper jams are likely to occur.
    Figure : Scrap of paper in a roller
    Illustration of removing scraps of paper
  6. Remove any paper from the top zone of the paper path.
    Figure : The top zone of the paper path
    Photo of the top zone of the paper path.
  7. Check the rollers on the rear access door. Note whether any rollers are missing, do not roll freely, or have some give when you push on them. These conditions could mean the rollers do not feed the paper properly. If you find any of these conditions, replace the rear access door.
    Figure : The rollers on the rear access door
    Photograph of the rollers on the rear access door
  8. Reattach the rear access door. Gently push the door forward until it snaps into place.
    Figure : Reattach the rear access door
    Illustration of reattaching the rear access door

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

Follow the steps below to clear the product of any jammed paper and reset the product.
  1. Open the cartridge access door.
    Figure : Open the cartridge access door
    Illustration of opening the cartridge access door
  2. Carefully remove any jammed paper from 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 rear of the product.
  5. Press the Power button () to turn on the product.

Step four: Print an extended self-test report

Print an extended 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 extended self-test report prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the extended self-test report 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.

Step one: Check the paper path

  1. Press the Power button () to turn on the product.
  2. Open the cartridge access door. If the carriage tries to move to the center of the product, allow it to move to that position.
    Figure : Open the cartridge access door
    Illustration of opening the cartridge access door
  3. Without turning off the product, disconnect the power cord from the rear of the product.
      caution:
    You must disconnect the power cord to move parts by hand without the risk of an electrical shock.
  4. Unplug the power cord from the power source or electrical outlet.
  5. Check for any paper or object that might be restricting the carriage.
    Figure : Example of paper that might restrict the carriage
    Photograph of jammed paper that might restrict the carriage
    note:
    You might need a flashlight to illuminate areas for proper viewing.
  6. Remove any loose paper or obstructions you find.
  7. Reach inside the product, 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.
  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 an extended self-test report

Print an extended 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 extended self-test report prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the extended self-test report does not print, continue with the next solution.

Solution four: Remove and reinstall the printhead

Improper placement or installation of the cartridges or printhead can cause the product to indicate a carriage jam error. Follow these steps to remove and then reinstall the cartridges and printhead.

Step one: Remove the cartridges

  1. Open the cartridge access door. The carriage moves to the center of the product.
    Figure : Open the cartridge access door
    Illustration of opening the cartridge access door
    note:
    Wait until the carriage is idle and silent before proceeding.
  2. Press the tab on each cartridge to release it, and then lift up on the cartridge to remove it from its slot.
    Figure : Remove the cartridges
    Illustrations of removing the cartridges from their slots

Step two: Remove the printhead

  1. Lift the latch handle on the carriage until it stops.
    Figure : Lift the latch handle
    Illustration of lifting the latch handle
  2. Lift the printhead to remove it from the carriage.
    Figure : Remove the carriage
    Illustration of removing the carriage

Step three: Reinstall the printhead

  1. Hold the printhead upright with the colored shape icons on the top.
  2. Lower the printhead into the carriage.
    note:
    Make sure that the colored shapes on the sides of the printhead line up with the colored shapes on the carriage.
    Figure : Reinstall the carriage
    Illustration of reinstalling the carriage
  3. Carefully lower the latch handle.
    Figure : Lower the latch handle
    Illustration of lowering the latch handle
  4. Press down firmly on the carriage latch handle to close it completely.

Step four: Reinstall the cartridges

  1. Slide the first cartridge back into the empty slot until it clicks into place and seats firmly in the slot.
    note:
    Make sure that the cartridge seats in the slot that has the icon of the same shape and color.
    Figure : Reinstall the cartridges
    Illustrations of reinstalling the cartridges
      caution:
    Do not lift the handle on the carriage to install the cartridges. Doing so can result in incorrectly seated cartridges and printing problems.
  2. Reinstall each cartridge, and then close the cartridge access door.
    Figure : Close the cartridge access door
    Illustration of closing the cartridge access door

Step three: Print an extended self-test report

Print an extended self-test report. See the section on how to print an extended self-test report at the beginning of this document.
  • If these steps resolved the issue, and the extended self-test report prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the extended self-test report 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 that the power source functions correctly.
  1. Disconnect the power cord from the rear of the product.
  2. Unplug the power cord from any power strips or surge suppressors.
  3. Plug the power cord directly into a wall outlet.
  4. Reconnect the power cord to the rear of the product.
  5. Press the Power button () to turn on the product.
  6. Try to print an extended self-test report. See the steps on how to print an extended self-test report at the beginning of this document.
    • If these steps resolved the issue, and the extended self-test report prints, there is no need to continue troubleshooting.
    • If the issue persists, continue with the next solution.
    • If the extended self-test report does not print, continue with the next solution.

Solution six: Reset the printer

Use the following steps to reset the product.
  1. Remove all the paper loaded in the main input tray.
  2. Press the Power button () to turn off the product.
  3. Disconnect the power cord from rear of the product.
  4. Wait 60 seconds.
  5. Disconnect the power cord from the electrical outlet.
  6. Reconnect the power cord to the electrical outlet.
  7. Reconnect the power cord to the rear of the product.
  8. Press the Power button () to turn on the product.
  9. Try to print an extended self-test report. See the steps on how to print an extended self-test report at the beginning of this document.
    • If these steps resolved the issue, and the extended 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 with the next solution.
    • If the extended self-test report does not print, continue with 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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