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A 'Carriage Jam', 'Paper Jam', or Error Code '0x610000f6' Message Displays for HP Photosmart C5100, C6100, and C7100 All-in-One Series

Issue

The 'Carriage Jam,' 'Paper Jam' or Error Code '0x610000f6' message displays on the control panel display.

Solution

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.

Video of clearing a carriage jam

The following video demonstrates the steps for clearing a carriage jam.
note:
This video shows the HP Photosmart C5180 e-All-in-One printer, but the steps are the same for your printer.
If you have trouble viewing the video or to 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

To resolve the issue, follow the steps below in the order presented.
  1. Press the Power button () to turn off the product.
  2. Press 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 this warm-up period is complete before going to the next step.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution two: Clear the paper jam from the back of the product

Follow these steps to clear a paper jam or carriage jam from the paper path.
  caution:
Trying to clear a paper jam from the front of the product can damage the print mechanism. Always access and clear paper jams from the rear of the product before attempting to remove it from the front.
note:
Your product might not look exactly like the photos shown below.
  1. Turn off the product.
  2. Press in the tab(s) on the rear door to release the door.
  3. Remove the door by pulling it away from the product.
    Figure : Remove the rear door
    Press the tab on the rear door and pull the door away from the product.
  4. Gently pull the paper out of the rollers.
      caution:
    If the paper tears, check the rollers and wheels for torn pieces of paper that might remain inside the product. If you do not remove all the pieces of paper from the product, more paper jams are likely to occur.
  5. Remove any paper from the top zone of the paper path.
    Figure : Paper path top zone
    Photo showing the top zone of the paper path.
  6. Replace the rear door.
  7. Gently push the door forward until it snaps into place.
  8. Turn on the product, and then press OK to continue the current job.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

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

The carriage might be stuck on the right side, the left side, or in the middle of the printer. The carriage is the device that contains the printhead and moves left to right during printing.
note:
Normally when the cartridge door opens, the carriage rests and locks in the service station all the way to the right. Paper jammed in the service station area could cause the carriage to feel locked in place.
Figure : Carriage assembly
Photo showing the top view of the carriage assembly
Use the following instructions to clear the printer of any jammed paper and reset the product:
note:
Your product might not look exactly like the photos shown below.

Step one: Turn the product on and disconnect the power cord and USB cable

  1. Turn the product on, and then disconnect the power cord and the USB or Ethernet cable from the back of the printer. Do not reconnect them until instructed to later.
      caution:
    Make sure the product is on before disconnecting the power cord. Failure to disconnect the power cord from the rear of the product can cause damage when removing jammed paper.
  2. Open the cartridge door.
    Figure : Open the cartridge door
    Lift the cartridge door to open it.
      caution:
    The carriage is properly seated in the printer when it rests all the way to the right side and is locked into position. Do not mistake a locked carriage for a stuck carriage.
Step two: Remove jammed paper
  1. Note where the carriage is stuck and look for jammed paper. You might need a flashlight to illuminate areas for proper viewing. A paper jam causes error messages and carriage stalls. Some paper might jam in different locations than those shown in the photos.
  2. Check for any paper or object that might be restricting the carriage.
    note:
    A paper jam causes error messages and carriage stalls.
    If the carriage is stuck on the right side, follow these steps.
    1. Move the carriage all the way to the left side.
    2. Check the paper path and remove any paper still in the product.
      Figure : Paper jam on the right side
      Paper jammed inside the product on the right side.
      Figure : Paper jam on the right side
      Paper jammed inside the product on the right side.
      Figure : Paper jam on the right side in the Service Station area
      Paper jammed inside the Service Station area
    If the carriage is stuck on the left side, follow these steps:
    1. Move the carriage to the right side.
    2. Check the paper path and remove any paper still in the product.
      Figure : Paper jam on the left side
      Paper jammed inside the product on the left side.
      Figure : Paper jam on the left side
      Paper jammed inside the product on the left side.
    If the carriage is stuck in the middle, follow these steps:
    1. Check the paper path and remove any paper still in the product.
    2. Move the carriage to the right side.
    3. Check the paper path and remove any paper still in the product.
  3. Make sure that the carriage moves freely by gently pushing the carriage to the left and then to the right.
  4. Close the cartridge door.
  5. Reconnect the power cord and the USB cable.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution four: If the Power button light is on steady, print a self-test page

  1. With the product turned on, print a self-test page:
    1. Press the Setup button () on the control panel.
    2. Press the down arrow () to highlight Print Report.
    3. Press OK.
    4. Press the down arrow button () to highlight Self-test Report.
    5. Press OK.
    Figure : Self-test page
    Example of a self-test page
  • If the page prints, the error is resolved and you do not need to continue troubleshooting.
  • If the page does not print, continue to the next solution.

Solution five: Plug the printer directly into a wall outlet

Plug the power cord directly into a wall outlet and check for the following.
  • Make sure that the power cord used is the one provided with the product.
  • If a computer connects to the product, make sure that the computer plugs into a grounded wall outlet.
  • Make sure that the power cord is firmly connected to both the product and the power supply.
note:
Remove any surge protectors or extension cords for this test. Surge protectors and extension cords could prevent full voltage from reaching the printer.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution six: 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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