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A 'Carriage Jam' Message Displays for HP Officejet 7610 Wide Format e-All-in-One Printer Series (H912)

Issue

The printer control panel displays a 'Carriage Jam: The print carriage cannot move. Open the ink cartridge access door, clear any paper jam or obstruction, and touch OK.' message. Printing stops, and the carriage, which holds the cartridges, stalls.
You might also experience the following symptoms:
  • The printer will not print.
  • The print job stops unexpectedly.
Important: You must follow these solutions in the order presented to resolve the issue.
When one of the solutions resolves the issue, there is no need to continue troubleshooting.

Solution one: Turn the printer off and then on again

Follow these steps to turn the printer off and on again, and then try to print a test page.

Step one: Turn the printer off and then on again

  1. 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.
  2. Wait 60 seconds.
  3. Reconnect the power cord to the rear of the printer.
  4. 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.
  1. Load plain white paper in the tray.
  2. From the Home screen on the printer control panel, touch the Right Arrow (), and then touch Setup ().
  3. Touch the Down Arrow (), and then touch Reports.
  4. Touch Printer Status Report. The test page prints.
    Figure : Printer Status Report
    Image: 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: Clear any jammed paper

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

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

Follow these steps to remove any jammed paper from the cartridge access area.
  1. Press the Power button to turn on the printer, if it is not on already.
  2. On the front of the printer, lift up to open the carriage access door.
    Figure : Open the carriage access door
    Image: Open the carriage access door.
  3. 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
    Image: Open the cartridge access door.
  4. 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.
  5. Disconnect the USB or Ethernet cable from the rear of the printer, if you have a cable connection to the printer.
  6. 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
    Image: Remove any jammed paper from the carriage access area.
  7. 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.
    Image: Move the carriage left and then right to locate if there is any foreign object or torn pieces of paper.
  8. 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
    Image: Use a flashlight
    Image: Paper jammed in carriage path
  9. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door.
  10. Close the carriage access door.
    Figure : Close the carriage access door
    Image: 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.

Step four: Turn on the printer

  1. Reconnect the power cord to the rear of the printer, and then reconnect the USB or Ethernet cable.
  2. Plug the power cord back into the power source or electrical outlet.
  3. 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.
  • 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 three: 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 the use of a flashlight to identify any jammed paper in the printer.

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

  1. Press the Power button to turn on the printer if it is not on already.
  2. 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
    Image: Open the carriage access door.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. 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.
  5. Check for and remove any loose paper or objects that might be restricting the carriage.
  6. 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
    Image: Use a flashlight
    Image: Paper jammed in carriage path
  7. 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.
  8. Remove any loose paper or objects found.
  9. 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.
  10. Close the carriage access door.
    Figure : Close the carriage access door
    Image: Close the carriage access door.
  11. Reconnect the power cord to the rear of the printer.
  12. Plug the power cord back into the power source or electrical outlet.
  13. 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.
  • 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 four: Remove and reinstall the cartridges

Improper placement or installation of the cartridges might cause the printer to indicate a carriage jam error. Follow these steps to remove, and then reinstall the cartridges.
Purchase replacement cartridges and other supplies from the HP Store or local retailers.

Step one: Remove and reinstall the cartridges

  1. Press the Power button to turn on the printer, if it is not already on.
  2. On the front of the printer, open the carriage access door.
    Figure : Open the carriage access door
    Image: Open the carriage access door.
  3. Open the cartridge access door. The carriage moves to the carriage access area. Wait until the carriage is idle and silent before proceeding.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  4. Make sure that the colored dot on the cartridge label matches the colored dot on the carriage slot.
    Figure : Properly installed cartridges
    Image: Properly installed cartridges.
  5. Press the front of the cartridge to release it, and then pull it toward you to remove it from its slot.
    Figure : Remove the cartridge from its slot
    Image: Remove the cartridge from its slot.
  6. Carefully reinsert the cartridge into its slot, and then push the cartridge forward until it clicks into place.
    Figure : Reinsert the cartridge
    Image: Reinsert the cartridge.
  7. Repeat these steps for the other cartridges.
  8. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door.
  9. Close the carriage access door.
    Figure : Close the carriage access door
    Image: Close the carriage access door.

Step two: Print a Printer Status Report

To make sure that the hardware functions correctly, print a Printer Status Report as a test page.
  • 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: Plug the printer directly into a wall outlet

Plug the printer directly into a wall outlet to make sure that the power source is functioning correctly.

Step one: Plug the printer directly into a wall outlet

  1. Press the Power button to turn off the printer.
  2. Disconnect the power cord from the rear of the printer.
  3. Unplug the power cord from any power strips, extension cables, or surge suppressors.
  4. Plug the power cord directly into a wall outlet.
  5. Reconnect the power cord to the rear of the printer.
  6. 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.
  • 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

Use the following steps to reset the printer.

Step one: Reset the printer

  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.

Step two: Print a Printer Status Report

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

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