HP OfficeJet Pro X series - Resolve paper jams including "Print Zone" jams

IMPORTANT
Always verify that the tray guides are set properly in both directions for all trays, as well as the ADF on multi-function models. To view a video with steps on how to set the tray guides when loading paper or envelopes, click the link below: If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.

Jams can occur in a number of different areas of the printer. Find your printer model in the table below to see the locations where a jam can occur.

OfficeJet Pro X451 and X551	OfficeJet Pro X476 and X576
Figure : Jam locations Output bin Left door Optional Tray 3 and left jam-access door Tray 1 Tray 2	Figure : Jam locations Automatic document feeder (ADF) Scanner Output bin Tray 2 Optional Tray 3 and left jam-access door Tray 1 Left door

If the paper jam error message displayed on the printer control panel references a specific location for the jam (such as Tray 2), use the following links to skip to the section in this document that contains steps for clearing the jam in that particular location of the printer.
If the error message on the printer control panel does not specify the location of the jam, try the steps in each of these sections to find and clear the jam.

Clear jams from the automatic document feeder (ADF) and scanner (X476 and X576 models only)

Clear jams in Tray 1 (Multi-purpose tray)

Clear jams in Tray 2

Clear jams in optional Tray 3

Clear jams in the output bin

Clear jams in the left door

Clear "Print Zone" jams

Clear jams from the automatic document feeder (ADF) and scanner (X476 and X576 models only)

Use the following steps to clear a paper jam from the ADF/scanner:

note:
If a unit has frequent jams while printing or using the ADF, ensure that the paper guides are set correctly for the paper being used.

Press the power button to turn off the printer.

Figure : Power button
Open the document feeder cover.

Figure : Open document feeder cover

Lift the document feeder roller assembly, and then gently pull the jammed paper out.

note:
It might be necessary to move the green lever inside the document feeder to the left to free up any jammed paper, and then move the green lever back to the center.

The following table contains information and photos of the green lever that is located inside the document feeder. The lever has three positions. Positions 1 and 2 are OK. Position 3 should be avoided.

Position 1 (Left)	Position 2 (Center)	Position 3 (Right)
Move the lever to this position to clear a jam. When you close the cover, the lever will automatically return to position 2 (the normal operating position).	Normal operating position.	This position should be avoided as it can cause some drag on the media.

Figure : Lift the rollers and remove jammed paper

Close the document feeder cover.

Figure : Close document feeder cover
Open the scanner lid. If paper is jammed behind the white plastic backing, gently pull it out.

Figure : Remove jammed paper under scanner lid
Try printing a test page.
- If the test page prints successfully, you do not need to continue troubleshooting.
- If the test page does not print and the paper jam issue persists, continue to the next section to try to clear the jam.

Clear jams in Tray 1 (Multi-purpose tray)

Use the following steps to clear a jam in Tray 1:

If the jammed sheet is visible and easily accessible in Tray 1, pull it from Tray 1.

note:
If the sheet tears, make sure that all of the fragments are removed before you resume printing.

Figure : Remove the jammed sheet
The jammed sheet may also be accessible by removing Tray 2 and then removing the jammed sheet by pulling it to the right and then out of the product.

Figure : Remove the jammed sheet
If the jammed sheet is not visible or easily accessible in Tray 1, open the left door to access the jammed sheet.

Figure : Open the left door
If the paper is still not visible or accessible, remove the duplexer by pulling it out with one hand and keeping it level to prevent unwanted ink spills. Set the duplexer aside, upright, on a piece of paper to prevent ink spills.

caution:
When pulling out the duplexer, avoid making direct contact with the black cylinder to prevent ink smear on skin or clothes.

Figure : Remove the duplexer
Press down on the green tab to lower the platen. The printer will turn the feed shaft to try to extricate the jammed piece of paper. You might need to gently pull on the jammed sheet if it does not feed through entirely.

Figure : Gently pull the jammed paper towards you
Lift the green tab to place the platen back into its operating position.

Figure : Lift the green tab
Reinstall the duplexer.

Figure : Reinstall the duplexer
Close the left door.

Figure : Close the left door
Try printing a test page.
- If the test page prints successfully, you do not need to continue troubleshooting.
- If the test page does not print and the paper jam issue persists, continue to the next section to try to clear the jam.

Clear jams in Tray 2

Use the following steps to clear a jam in Tray 2:

Open Tray 2 by pulling it out and releasing the white latch at the rear left of the tray.

X451 and X551 models	X476 and X576 models
Figure : Open Tray 2	Figure : Open Tray 2

Remove the jammed sheet by pulling it to the right and then out of the product.

Figure : Remove the jammed sheet
Close Tray 2.

note:
To close the tray, push in the middle or with even pressure on both sides. Avoid pushing on one side only.

Figure : Close Tray 2
Try printing a test page.
- If the test page prints successfully, you do not need to continue troubleshooting.
- If the test page does not print and the paper jam issue persists, continue to the next section to try to clear the jam.

note:
If Tray 2 is overfilled it will cause multiple paper pick, paper jam, and smear issues. Make sure that the paper is not loaded above the stop ledge.

Figure : Example of correct loading with paper below the stop ledge

Figure : Example of incorrect loading with paper above the stop ledge

Clear jams in optional Tray 3

Use the following steps to clear a jam in Tray 3:

Open Tray 3.

Figure : Open Tray 3
Remove the jammed sheet by pulling it to the right and then out of the product.

Figure : Remove the jammed sheet
If the jam cannot be cleared at the tray, try clearing the jam from the Tray 3 left door.

Figure : Clear jam in Tray 3 left door
Close Tray 3.

note:
To close the tray, push in the middle or with even pressure on both sides. Avoid pushing on one side only.

Figure : Close Tray 3
- If the test page prints successfully, you do not need to continue troubleshooting.
- If the test page does not print and the paper jam issue persists, continue to the next section to try to clear the jam.

Clear jams in the output bin

Use the following steps to clear a jam in the output bin:

note:
Make sure that the output eject-flap is installed and working correctly. If it is missing or broken, replace the flap.

Look for jammed paper in the output bin area.

Remove any visible paper.

note:
If the sheet tears, make sure that all fragments are removed before you resume printing.

X451 and X551 models	X476 and X576 models
Figure : Remove jammed sheet from the output bin	Figure : Remove jammed sheet from the output bin

Open and then close the left door to clear any error messages.

Figure : Open and close the left door
- If the test page prints successfully, you do not need to continue troubleshooting.
- If the test page does not print and the paper jam issue persists, continue to the next section to try to clear the jam.

Clear jams in the left door

Use the following steps to clear a jam in the left door:

Open the left door.

Figure : Open the left door
Gently remove any visible paper from the rollers and delivery area using the "printer assist" feature described in Solution one.

note:
If the sheet tears, make sure that all fragments are removed before you resume printing. Do not use sharp objects to remove fragments.

Figure : Remove the jammed sheet
Close the left door.

Figure : Close the left door
Try printing a test page.
- If the test page prints successfully, you do not need to continue troubleshooting.
- If the test page does not print and the paper jam issue persists, continue to the next section to try to clear the jam.

Clear "Print Zone" jams

This section contains information on how to clear "print zone" jams.

A Print Zone Jam error message might display on the printer control panel when this type of jam occurs.

Figure : Example of Print Zone Jam error message displayed on control panel

If the Print Zone Jam error message does display on the control panel, follow the instructions in the message to try to clear the jam.

If you are able to clear the jam using the instructions in the error message, then you do not need to continue troubleshooting.
If you are unable to clear the jam using the instructions in the error message, then make sure you have tried all the steps for clearing the jam in the sections above. If you are still unable to clear the jam, continue to the next section to run the Clear Paper Jams Utility.

Run the Clear Paper Jams Utility

Use the following steps to run the Clear Paper Jams Utility. This procedure might help in clearing jams that could not be resolved using standard paper jam troubleshooting methods.

note:
Use this procedure only when all other methods have failed to clear the paper jam.

Before beginning these steps, ensure that the printer is running firmware version 3 or later (last 6 digits: 1336MR or 1409AR or greater). If you are using an older firmware version, please upgrade to the most recent firmware. If you cannot upgrade to version 3 or later, skip to the Manual method to clear paper jams section in this document.

Cancel all print jobs in the queue.

Find your printer model in the following table, and then use the instructions provided to open the Support Menu and run the Clear Paper Jams Utility from the printer control panel:

X451 model	X551, X476, and X576 models
From the Home screen on the printer control panel, press the Back () button to get to the ink levels screen. From the ink levels screen, press the Back () button, press the Cancel () button, and then press the Back () button two more times. Figure : Example of the ink levels screen Back button Cancel button The Support Menu option will display on the screen. note: If you cannot get to the Support menu using this procedure, press OK to clear the jam message on the front panel, and then immediately disconnect the power cord from the rear of the printer. Plug the power cord back in, and attempt to access the Support menu again. If you still cannot access the Support menu, try using the manual method (described in the last section of this document) for clearing print zone jams. Press OK. Press the bottom-right button () until Print Diagnostics Menu displays, and then press OK. Press the bottom-right button () until Clear Paper Jams displays, and then press OK. note: If you do not see the Clear Paper Jams option, then you do not have the most recent version of the firmware. Upgrade the printer to the most recent firmware version, and then try these steps again to select the Clear Paper Jams option.	From the Home screen on the printer control panel, use your thumb to swipe the Back () button four (4) times. note: The Back () button will not be illuminated. Touch the control panel where the button would normally appear illuminated. Figure : Example of the Home screen Back button After swiping the Back button four times, the Support Menu option will display on the screen. Touch Support Menu. Touch the Right arrow () until Print Diagnostics Menu displays, and then touch OK. Touch the Right arrow () until Clear Paper Jams displays, and then touch OK to run the Clear Paper Jams Utility. note: If you do not see the Clear Paper Jams option, then you do not have the most recent version of the firmware. Upgrade the printer to the most recent firmware version, and then try these steps again to select the Clear Paper Jams option.

X451 model

X551, X476, and X576 models

From the Home screen on the printer control panel, press the Back () button to get to the ink levels screen.
From the ink levels screen, press the Back () button, press the Cancel () button, and then press the Back () button two more times.
Figure : Example of the ink levels screen

Back button

Cancel button
The Support Menu option will display on the screen.

note:
If you cannot get to the Support menu using this procedure, press OK to clear the jam message on the front panel, and then immediately disconnect the power cord from the rear of the printer. Plug the power cord back in, and attempt to access the Support menu again. If you still cannot access the Support menu, try using the manual method (described in the last section of this document) for clearing print zone jams.
Press OK.
Press the bottom-right button () until Print Diagnostics Menu displays, and then press OK.
Press the bottom-right button () until Clear Paper Jams displays, and then press OK.

note:
If you do not see the Clear Paper Jams option, then you do not have the most recent version of the firmware. Upgrade the printer to the most recent firmware version, and then try these steps again to select the Clear Paper Jams option.

From the Home screen on the printer control panel, use your thumb to swipe the Back () button four (4) times.

note:
The Back () button will not be illuminated. Touch the control panel where the button would normally appear illuminated.
Figure : Example of the Home screen

Back button
After swiping the Back button four times, the Support Menu option will display on the screen.
Touch Support Menu.
Touch the Right arrow () until Print Diagnostics Menu displays, and then touch OK.
Touch the Right arrow () until Clear Paper Jams displays, and then touch OK to run the Clear Paper Jams Utility.

note:
If you do not see the Clear Paper Jams option, then you do not have the most recent version of the firmware. Upgrade the printer to the most recent firmware version, and then try these steps again to select the Clear Paper Jams option.

Load Letter/A4 media in Tray 1.

note:
Card stock is preferred but plain paper might work.
Press or touch OK on the control panel. The device attempts to move the media from Tray 1 through the paper path. Based on the printer's response, choose one of the following options to continue troubleshooting:
- If the sheet moves through the entire paper path and drops into the output bin, look for pieces of media in the output tray, behind the left door, in/behind the duplexer, and inside the platen or print zone area. Remove any visible scraps of paper, and then try to print.
  
  note:
  Open the ink supply door and look to see if the ink supplies are visible, or if they are lowered down. If the ink supplies are lowered down, then do not use any tools to remove jammed pieces of paper as this can result in damage to the print bar. Try turning the printer off and then on again, which should raise and cap the print bar so that the ink supplies are visible. If the ink supplies are visible, then you can try using tweezers or similar tools to remove any jammed pieces of paper.
- If the jam persists, try running the Clear Paper Jams Utility again. If repeated attempts (no more than five attempts should be necessary) to clear the jam are unsuccessful, the jam likely cannot be cleared and the printer will need to be replaced.
  
  note:
  If you were printing on labels before the jam occurred, then the jam could be caused by an adhesive label stuck in the print zone. This type of jam likely cannot be cleared using this method. The printer will have to be replaced.
- If the sheet jams after being picked from Tray 1, remove the sheet (as described above). Look for pieces of media in the output tray, behind the left door, in/behind the duplexer, and inside the platen or print zone area. Remove any visible scraps of paper, and then try to print.
  
  note:
  If the jam persists, and the sheet continues to jam after being picked when using the Clear Paper Jams Utility, the sheet is likely jamming into a paper fragment caught in the printer’s dead zone. Running the Clear Paper Jams Utility will push the fed sheet into the fragment, and eventually push the fragment further into the paper path where it should eventually clear. It might take several attempts to clear.

For firmware version 4.0

For firmware version 4.0 (last 6 digits 1409AR) or later, an assert code might display after running the cleaning utility and pressing the Cancel

button. If any of the following assert codes appear, then restart the printer in order to clear the code:

0x610000F1 indicates that the required media was not found in Tray 1. Restart the printer, insert media, and then try again.
0x610000F2 indicates that the Clear Paper Jams Utility will not work for this type of paper jam, and that the REDI sensor in the print zone is not blocked. This type of paper jam should be visible and the jammed media should be removed using conventional methods. Try printing or copying a page to push a sheet of paper through the paper path. If the sheet pushes through, then the printer is ready to print. If the sheet jams, replace the printer.

For firmware version 3.0

If you are using firmware version 3 (last 6 digits 1336MR) and you are sure that you have properly inserted media in Tray 1 when you launch the Clear Paper Jams Utility, the printer might exhibit the following symptoms:

Printer is unresponsive
Assert messages/codes display on the control panel
The control panel flashes on and off repeatedly

If any of these symptoms occur, the Clear Paper Jams Utility will not work for this type of paper jam. The printer will need to be replaced.

Manual method to clear paper jams

The manual method to clear paper jams should be used in the following situations:

You are using a firmware version prior to version 3 (last 6 digits less than or equal to 1315FR), and cannot upgrade to a later firmware version.

note:
The Clear Paper Jams Utility is not available in firmware versions prior to version 3.
You cannot access the Support menu from the printer control panel.

note:
The manual method to clear paper jams should be used only if all other methods to clear the jam have failed.

To view a video with instructions on how to manually clear paper jams, find your printer model below and then click the link provided:

X451 model:
X551, X476, and X576 models:

HP OfficeJet Pro X series - Resolve paper jams including "Print Zone" jams

Issue

Solution one: Use the "printer assist" feature to clear the paper jam

Solution two: Clear the paper jam from a specific location in the printer

Clear jams from the automatic document feeder (ADF) and scanner (X476 and X576 models only)

Clear jams in Tray 1 (Multi-purpose tray)

Clear jams in Tray 2

Clear jams in optional Tray 3

Clear jams in the output bin

Clear jams in the left door

Clear "Print Zone" jams

Run the Clear Paper Jams Utility

For firmware version 4.0

For firmware version 3.0

Manual method to clear paper jams

Additional support options

Enter a topic to search our knowledge library