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A 'Carriage Jam' Message Displays for HP Photosmart D7200 and D7400 Series

Issue

The ‘Carriage Jam’ message displays on the control panel. The product might also have one of the following issues:
  • A paper jam
  • The product will not print
  • Printing stopped unexpectedly

How to use the solutions in this document

A carriage jam can occur for a number of reasons, such as obstructions in the path of the carriage, a paper jam, or even issues with the product software.
To solve the carriage jam, try each solution in this document, and then use the steps in this section to print a self-test report to determine if the product hardware functions correctly. Once you have solved the carriage jam, and the product successfully prints a self-test report, there is no need to continue trouble shooting.

Print a self-test report

Follow these steps to print a self-test report.
  1. Turn the product on, and make sure that the input tray contains unused, plain, white paper.
  2. Touch the Setup icon () on the control panel display.
  3. Touch Tools.
  4. Touch Self-Test Report. The self-test report prints
    Figure : Self-test report
    An example of the self-test report
IMPORTANT: Try to print a self-test report after every solution even if the solution appears to resolve the issue.

Solution one: Turn the printer off, and then turn it on

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

Step one: Turn the printer off, and then turn it on

  1. Press the Power button () to turn the product off.
  2. Wait 15 seconds.
  3. Press the Power button () to turn the product on.

Step two: Print a self-test report

Print a self-test report. Refer to the section on how to use these solutions at the beginning of this document.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution two: Clear all paper jams

Follow these steps to clear any paper jams.
  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 door of the product before attempting to remove it from the front.

Step one: Remove any loose paper

  1. Disconnect the USB cable or Ethernet cable from the back of the product.
  2. Disconnect the power cord from the back of the product.
  3. Remove all unused paper from the tray.
      caution:
    At this point, remove only the unused paper. Do not try to remove jammed paper from the front of the product. Continue with these instructions to clear any paper jam from the back of the product first to help prevent damage to the product and to avoid tearing paper inside the product.

Step two: Clear the paper path from the back of the product

  1. Turn the product around to access the back.
  2. Press the tabs on the rear door to release it, and then remove the door by pulling it away from the product.
    Figure : Remove the rear door
    Press in the tabs on the rear access door, and then pull it away from the product.
  3. Gently pull any jammed paper out of the rollers.
      caution:
    Check the rollers and wheels for torn pieces of paper that might remain inside the device. If pieces of paper remain in the product, more paper jams are likely to occur.
  4. Remove any paper from the top zone of the paper path.
    Figure : Paper path top zone
    Photograph of the paper path above the rollers.
  5. Replace the rear door by gently pushing it forward into the product until it snaps into place.

Step three: Make sure that the carriage can move freely

The carriage is the device that contains the printhead and moves left to right during printing. The carriage might become stuck on either side or in the middle of the product. If this happens, follow these steps to remove any jammed paper and free the carriage.
  1. Reconnect the power cord to the back of the product.
  2. Press the Power button () to turn on the product.
  3. With the product turned on, open the cartridge door. Lift from the front center of the product until the door locks into place.
    Figure : Open the cartridge door
    Lift the cartridge door to open it.
  4. Open the top door, located behind the cartridges, to expose the printhead assembly.
    Figure : Open the top door
    Lift the top door up to open it.
      caution:
    The carriage properly rests in the printer on the right side in a locked position. Do not mistake a locked carriage for a stuck carriage.
    Figure : Carriage assembly
    Open the cartridge door and view the carriage assembly
  5. Make sure the product is on, and then disconnect the power cord from the back of the product. Do not reconnect the cords 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.
  6. 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.
  7. Check for any paper or object that might restrict 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.
  8. Make sure that the carriage moves freely by gently pushing the carriage to the left and then to the right.

Step four: Remove jammed paper from the front of the printer

  1. Carefully remove any jammed paper from the front of the product.
  2. Gently remove any jammed paper from the rollers.
  3. Close the top door, and then close the cartridge door.
  4. Reconnect the power cord.
  5. Press the Power button () to turn on the product.
  6. Touch OK to continue the print job.
    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 warm-up period is complete before continuing.

Step five: Print a self-test report

Print a self-test report. Refer to the section on how to use these solutions at the beginning of this document.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution three: Connect the printer directly to a wall outlet

If the product is connected to a power strip or a surge protector, follow these steps to connect the product directly to a wall outlet.

Step one: Connect the printer directly into a wall outlet

  1. Press the Power button () to turn off the product.
  2. Disconnect the power cord from the back of the product.
  3. Disconnect the power cord from the power device.
  4. Plug the power cord directly into a wall outlet.
  5. Connect the power cord to the back of the product.
  6. Press the Power button () to turn on the product.
  7. Try to print.
    note:
    If the product prints when plugged directly into a wall outlet, the power strip or surge protector might not provide sufficient power to print.

Step two: Print a self-test report

Print a self-test report. Refer to the section on how to use these solutions at the beginning of this document.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution four: Perform a power reset

Follow these steps to reset the product.

Step one: Perform a power reset

  1. Press the Power button () to turn on the product.
  2. With the product turned on, disconnect the power cord from back of the product.
  3. Disconnect the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Connect the power cord into wall outlet.
  6. Connect the power cord to the back of the product.
  7. If the product does not turn on by itself, press the Power button () to turn it on.
  8. Try to print.

Step two: Print a self-test report

Print a self-test report. Refer to the section on how to use these solutions at the beginning of this document.
  • If these steps resolved the issue, and the self-test report prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the self-test report does not print, continue with the next solution.
    If the self-test prints, then your carriage jam issue is resolved. Connect the USB cable to continue the print job.

Step three: Search for more information

If you detect another issue, go to the HP Product Support Home Page, and then search for another document that relates to the issue you are experiencing.
Right-click this link, Product Support Home Page, and then click Open in New Window.
note:
If the page displays in the wrong region or language, click the Region - Language link in the upper right corner of your browser. Then you can select the correct region and language.

Solution five: 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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