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HP Deskjet, Photosmart 6520 Printers - A 'Paper Jam' Error Displays

This document is for HP Deskjet Ink Advantage 6525 and HP Photosmart 6520, 6521, and 6525 e-All-in-One printers.
During a print job, the printer stops feeding pages, and a Paper Jam. Clear jam, and then press OK error message displays on the printer control panel.
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.

Step 1: Reset the printer

Reset the printer to clear any error states with the print mechanism or firmware.
  1. With the printer turned on, disconnect the power cord from the rear of the printer.
  2. Unplug the power cord from the wall outlet.
  3. Wait at least 15 seconds.
  4. Plug the power cord back into the wall outlet.
  5. Reconnect the power cord to the printer.
  6. Turn the printer on.
Try to print. If the issue persists, continue to the next step.

Step 2: Clear any jammed paper from the paper tray area

Look for and remove any jammed paper from the input and output tray areas.
  1. Turn off the printer.
  2. Disconnect the power cord from the rear of the printer.
      warning:
    To avoid risk of injuries or electric shock, disconnect the power cord before reaching inside the printer.
  3. Disconnect the USB cable from the printer, if present.
  4. Remove the output tray.
  5. Remove any loose sheets of paper from the input tray.
  6. Gently remove any whole sheets of paper with both hands, and then thoroughly check for torn pieces of paper. If any bits of paper remain inside the printer, more jams are likely to occur.
  7. Reinstall the output tray, and then load plain white paper in the tray.

Step 3: Clear any jammed paper from the cartridge access area

Look for and remove any jammed paper from the cartridge access area.
  1. Open the cartridge access door.
    Open the cartridge access door
  2. In the cartridge access area, gently remove any whole sheets of paper with both hands, and then thoroughly check for torn pieces of paper. If any bits of paper remain inside the printer, more jams are likely to occur.
    Cartridge access area

Step 4: Clear any jammed paper from the duplexer

Look for and remove any jammed paper from the cleanout area and duplexer inside the printer.
  1. Pull the cleanout door up and out to remove it from the printer.
      Remove the cleanout door from the printer
    1. Lift the cleanout door up
    2. Pull the cleanout door out
  2. Gently remove any whole sheets of paper with both hands, and then thoroughly check for torn pieces of paper. If any bits of paper remain inside the printer, more jams are likely to occur.
    Remove any jammed paper from the cleanout area
  3. Press the duplexer cover hole with your finger, and then use your thumb to lift up the cover.
     Lift up the duplexer cover
  4. While holding the duplexer cover open, gently remove any whole sheets of paper, and then thoroughly check for torn pieces of paper. If any bits of paper remain inside the printer, more jams are likely to occur.
      Hold the duplexer cover open and remove any jammed paper.
    1. Hold up the duplexer cover
    2. Remove any jammed paper
  5. Close the duplexer cover, and then reinstall the cleanout door until both latches snap into place.
  6. Close the cartridge access door.
  7. Reconnect the power cord, and then turn on the printer.
Try to print. If the issue persists, continue to the next step.

Step 5: Check if the cleanout door is warped

Paper jams can occur if the cleanout door inside the printer is warped.
  1. Turn off the printer.
  2. Disconnect the power cord from the rear of the printer.
  3. Open the cartridge access door.
  4. Pull the cleanout door up and out to remove it from the printer.
      Remove the cleanout door from the printer
    1. Lift the cleanout door up
    2. Pull the cleanout door out
  5. Check if the cleanout door is warped inward by placing an object with a straight edge, such as a ruler, across the front edge of the cleanout door.
    If the door is warped, replace it. Click Contact Support on this page to order a replacement.
    Figure : Example of a warped cleanout door
     Example of a warped cleanout door
    Figure : Example of a normal cleanout door
    Example of a normal cleanout door
  6. Close the cartridge access door.
  7. Reconnect the power cord, and then turn on the printer.
Try to print. If the issue persists, continue to the next step.

Step 6: Check the carriage path for obstructions

Look for and remove any paper or debris around the ink cartridge carriage inside the printer.
  1. Turn on the printer.
  2. Open the cartridge access door.
    note:
    The carriage might try to move into the access area. If it does, allow it to move to that position.
    Image: Open the cartridge access door.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
      warning:
    To avoid risk of injuries or electric shock, disconnect the power cord before reaching inside the printer.
  4. Check for and remove any loose paper or objects that might be restricting the carriage.
  5. Manually try moving 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.
  6. Check for and remove any other debris that might be restricting the carriage.
  7. Make sure that the carriage moves freely across the width of the printer by gently pushing the carriage to the left, and then to the right.
  8. Close the cartridge access door.
  9. Reconnect the power cord, and then turn on the printer.
Try to print. If the issue persists, continue to the next step.

Step 7: Clean the paper pick and paper feed rollers

Dust, paper fiber, and other debris can accumulate on the paper feed rollers and cause paper feed issues.
  1. Turn off the printer, and then disconnect the power cord.
  2. Remove the paper from the input tray. Leave the paper tray open.
  3. Remove the output tray.
  4. Carefully lift the printer so that it rests on its side to access the paper pick rollers under the printer.
    Rollers underneath the printer
  5. Lightly dampen a lint-free cloth or swab with distilled water, squeeze out any excess liquid, and then wipe the rollers to remove any dust or dirt buildup.
  6. Allow the rollers to dry completely.
  7. Set the printer back down, and then open the ink cartridge access door.
     Opening the cartridge access door
  8. Pull the cleanout door up and out to remove it from the printer.
       Remove the cleanout door from the printer
    1. Lift the cleanout door up
    2. Pull the cleanout door out
  9. Lightly dampen another cloth or swab, and then wipe the rollers in the cleanout area to remove any dust or dirt buildup.
     Clean the rollers inside the printer
  10. Allow the rollers to dry completely.
  11. Inspect the cleanout door rollers. Make sure they turn easily and are springy when pressed. If any rollers are damaged or missing, replace the door.
    Check the rollers on the cleanout door
  12. Reinstall the cleanout door until both latches snap into place.
  13. Close the cartridge access door.
  14. Reload plain paper into the input tray, and then reinstall the output tray.
  15. Reconnect the power cord, and then turn on the printer.
Try to print. If the issue persists, continue to the next step.

Step 8: 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.

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