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HP OfficeJet 3830, DeskJet 3830, 5730 Printers - A 'Carriage Jam' Error Displays

This document is for the HP OfficeJet 3830, 3831, 3832, 3833, 3834, 3835, DeskJet Ink Advantage 3835, 3836, 3838, and DeskJet Ink Advantage Ultra 5738, 5739 All-in-One printers.

The ink cartridge carriage stalls in the printer, the control panel displays a 'Carriage Jam' error. A paper jam might have occurred previously.

You might also experience the following symptoms:

The printer does not print.
The print job stops unexpectedly.

Step 1: Look for jammed paper

There are four different areas where jammed paper might be found and removed. Check each area for jammed paper, remove any jammed paper found, and then try to print again.

Clear jammed paper from the input tray

Remove any jammed paper from the input tray.

Gently remove any jammed paper and bits of torn paper from the input tray. To avoid tearing any whole sheets of paper, pull the paper with both hands.

note:
Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the input tray. If any torn pieces of paper remain inside the printer, more jams are likely to occur.
Make sure there are no foreign objects in the paper path, and then reload the input tray with new paper.

note:
The input tray shield prevents foreign debris from falling into the paper path and causing paper jams. Do not remove the input tray shield.
Touch OK on the printer control panel to continue the current print job.

Try to print. If the error persists, check for jammed paper in another area of the printer.

Clear jammed paper from the output tray

Remove any jammed paper from the output tray.

Gently remove any jammed paper and bits of torn paper from the output tray. To avoid tearing any whole sheets of paper, pull the paper with both hands.
Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the output tray.

If any torn pieces of paper remain inside the printer, more jams are likely to occur.
Touch OK on the printer control panel to continue the current print job.

Try to print. If the error persists, check for jammed paper in another area of the printer.

Clear jammed paper from the ink cartridge access area

Remove any jammed paper from the ink cartridge access area.

Turn off the printer.
Disconnect the USB cable from the rear of the printer, if it is not already disconnected.
Disconnect the power cord from the rear of the printer.

warning:
You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
Close the output tray extender, and then push the output tray into the printer.
Open the exterior door.
Open the ink cartridge access door.
If the print carriage is in the center of the printer, gently slide it to the right.
Gently remove any jammed paper from inside the printer.

note:
Use a flashlight to thoroughly 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.
Close the ink cartridge access door.
Close the exterior door.
Pull out the output tray, and then the tray extender.
Connect the power cord to the rear of the printer.
Connect the USB cable to the rear of the printer if necessary.
Press the Power button to turn on the printer.

Try to print. If the error persists, check for jammed paper in another area of the printer.

Clear jammed paper from underneath the printer

Remove any jammed paper from underneath the printer.

Turn off the printer.
Disconnect the USB cable from the rear of the printer, if it is not already disconnected.
Disconnect the power cord from the rear of the printer.
Lower the paper input tray back into the printer, close the output tray extender, and then push the output paper tray into the printer.
Turn the printer so that you can access its underside (base).

caution:
Before turning the printer, use your hands to hold the scanner lid and the paper input tray.
Pull the tabs on either side of the cleanout door to open it.
Gently remove any jammed paper from inside the printer.
Close the cleanout door. Gently push the door forward until it snaps into place.
Turn the printer over to its normal position.
Open the ink cartridge access door, and then look inside the printer for any loose objects that might have shifted when the printer was turned over. Remove any loose objects found.

note:
Use a flashlight to thoroughly check for any objects that might remain inside the printer. If any items remain inside the printer, more jams are likely to occur.
Close the ink cartridge access door.
Reconnect the power cord to the rear of the printer.
Reconnect the USB cable if necessary.
Press the Power button to turn on the printer.

Try to print. If the error persists, check for jammed paper in another area of the printer.

If you have checked and removed any jammed paper from each printer area and the error persists, continue to the next step.

Step 2: Remove and then reinstall the ink cartridges

Improper placement or installation of the ink cartridges might cause the printer to indicate a carriage jam error. To make sure the ink cartridges are installed correctly, remove and reinstall the ink cartridges, and then try to print again.

Press the Power button to turn on the printer, if it is not already on.
Open the exterior door.

Figure : Open the exterior door
Open the ink cartridge access door.

The ink cartridge carriage moves to the center of the printer. Wait until the carriage is idle and silent before you continue.

Figure : Open the ink cartridge access door
Lightly press down on each ink cartridge to release it.

Figure : Press down on each ink cartridge
Pull each ink cartridge toward you out of its slot.

caution:
Do not touch the copper-colored contacts or the ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.

Figure : Do not touch the contacts or nozzles
Slide each ink cartridge at a slightly upward angle into the empty slot, and then gently push up on each cartridge until it snaps into place.

Figure : Push the ink cartridge into its slot
Close the ink cartridge access door.

Figure : Close the ink cartridge access door
Close the exterior door.

Figure : Close the exterior door

Try to print. If the error persists, continue to the next step.

Step 3: Plug the printer directly into a wall outlet

Disconnect the power cord from the rear of the printer.
Unplug the power cord from any power strips or surge suppressors.
Plug the power cord directly into an electrical outlet.
Reconnect the power cord to the rear of the printer.
Turn on the printer.

Try to print. If the error persists, continue to the next step.

Step 4: Reset the printer

Resetting the printer can clear carriage jam errors.

With the printer turned on, disconnect the power cord from the printer.
Unplug the power cord from the power source.
Wait 60 seconds.
Reconnect the power cord to a wall outlet and to the printer.

note:
HP recommends plugging the printer directly into a wall outlet.

Try to print. If the error persists, continue to the next step.

Step 5: 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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