HP DeskJet, ENVY 5640, 5660 Printers - 'Paper Jam' Error

This document is for the HP DeskJet Ink Advantage 5645, ENVY 5640, 5642, 5643, 5644, 5646, 5640, 5643, 5644, 5646, 5660, 5661, 5663, 5664, and 5665 e-All-in-One Printers.

During a print job, the printer stops feeding pages, and a paper jam 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: Clear any jammed paper from the printer

There are three different areas where paper might become jammed. Clear any jammed paper from one area, and then try to print again. If the error persists, check the next area for any jammed paper.

Clear any jammed paper from the output tray

Remove any jammed paper that is accessible from the output tray.

Push in the output tray extender.
Grasp the output tray, and then pull the output tray towards you to remove it.
Pull out the input tray to its outermost position.

Figure : Pulling out the input tray
Remove all paper from the input tray.
Use a flashlight to check for jammed paper in the output rollers, output area, and the paper feed rollers.

Figure : Use a flashlight to check the output rollers
Gently remove any jammed paper or bits of torn paper you find. Use both hands to pull out any whole sheets of paper to avoid tearing them.
To replace the output tray, slide the output tray back onto the input tray.

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

Clear any jammed paper from the input tray

Remove any jammed paper that is accessible from the input tray.

Turn off the printer.
Disconnect the power cord from the rear of the printer.
Disconnect the USB cable from the rear of the printer, if you have a cable connection to the computer.
Grasp the output tray by the sides, and then pull the output tray toward you to remove it.
Grasp the handle on the input tray, and then pull the input tray toward you to open it.

Figure : Pulling out the input tray
Remove any loose sheets of paper from the input tray or any paper that blocks the photo tray.
Roll the printer onto its right side so that you can access its underside.

caution:
Before you turn over the printer, use your hands to hold down the scanner lid and the input tray.
Check the gap where the input tray was. Grasp any jammed paper in the gap with both hands, and then pull the paper slowly but firmly toward you to remove it. Gently remove any jammed paper and bits of torn paper.

Figure : Removing jammed paper from the bottom of the printer

caution:
Remove paper from the gap as carefully as possible. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur, which could damage the print mechanism.
Return the printer to its normal position.
Reload the stack of paper into the input tray.
Slide in the paper width guides so they touch the paper, and then push the input tray into the printer.
Slide the output tray back onto the input tray.
Reconnect the power cord to the rear of the printer.
Reconnect the USB cable, if you have a cable connection to the computer.
Turn on the printer.

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

Clear any jammed paper from the paper path and ink cartridge access area

Remove any jammed paper that is accessible from the paper path and ink cartridge access area.

Turn on the printer, if it is not already on.
Gently grasp the handles on either side of the printer, then raise the ink cartridge access door until it locks into place.

The carriage moves to the center of the printer.

Figure : Opening the ink cartridge access door

caution:
Do not touch the cable attached to the print carriage.
Wait until the printer is idle and silent before you continue.
While the printer is still on, disconnect the power cord from the rear of the printer, and then unplug the power cord from the power source or electrical outlet.

warning:
You must disconnect the power cord before reaching inside the printer to avoid the risk of injuries or electric shock.
Disconnect the USB cable from the rear of the printer, if you have a cable connection to the computer.
Use a flashlight to inspect the carriage area, which is located toward the front of the printer.

Figure : Use a flashlight to inspect the carriage area
Check for and remove any jammed paper or objects that might restrict the carriage. To avoid tearing any whole sheets of paper, pull the paper firmly with both hands.

Figure : Removing jammed paper that restricts the carriage
Locate the paper path cover, grasp the handle, and then lift up to remove it.

Figure : Removing the paper path cover
Use a flashlight to inspect the paper path.

Figure : Use a flashlight to check the paper path
Remove any jammed paper from the rear rollers and wheels.

Figure : Removing jammed paper from the paper path
Use the flashlight to thoroughly check for torn pieces of paper that might remain inside the printer. If any pieces remain inside the printer, more jams might occur.
Push the paper path cover back into the printer until it clicks into place.
Close the ink cartridge access door.

To make sure the ink cartridge access door is securely closed, check that the 'Door Open' message clears and that the Home screen displays on the printer control panel.

Figure : Closing the ink cartridge access door
Reconnect the power cord to the rear of the printer, and then plug in the power cord to an electrical outlet.
Reconnect the USB cable, if you have a cable connection to the computer.
Turn on the printer.

The printer might go through a warm-up period and the carriage might move. Wait until the warm-up period finishes before you proceed.

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

Step 2: Make sure the carriage can move freely

Make sure the carriage moves freely across the width of the printer.

Turn on the printer, if it is not already on.
Gently grasp the handles on either side of the printer, then raise the ink cartridge access door until it locks into place.

The carriage moves to the center of the printer.

Figure : Opening the ink cartridge access door
Wait until the carriage is idle and silent before you continue.
With the printer turned on, disconnect the power cord from the rear of the printer.
Use a flashlight to check for any paper or objects that might be restricting the carriage, then remove any paper or objects that you find.

Figure : Use a flashlight to check the carriage

caution:
If the paper tears when you remove it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams can occur.
Reach inside the printer through the ink cartridge access door, 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.
Remove any paper or obstructions you find.
Make sure the carriage can move freely across the width of the printer. Firmly push the carriage to the left side of the printer, then push it to the right side.
Close the ink cartridge access door.

Figure : Closing the ink cartridge access door
Reconnect the power cord to the rear of the printer.
Turn on the printer.

If the error persists, continue to the next step.

Step 3: Use automated tools to clean page smears

Cleaning the page smears with an automated utility can help clear paper jams.

Make sure the printer is loaded with plain white paper.
On the printer control panel, swipe the display to the left, and then touch Setup.
Touch Tools.
Swipe up on the display, and then touch Clean Page Smears.

The printer slowly feeds a blank page.
Wait for the printer to eject the blank page.

Step 4: Manually clean the paper feed rollers

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues. If this is the case, cleaning the rollers inside the printer can help resolve the issue.

Gather the following materials:
- Long, lint-free cotton swabs
- A clean, lint-free cloth, or any cloth that does not come apart or leave fibers
- Distilled, filtered, or bottled water (tap water might damage the printer)
Turn on the printer, if it is not already on.
Gently grasp the handles on either side of the printer, then raise the ink cartridge access door until it locks into place.

The carriage moves to the center of the printer.

Figure : Opening the ink cartridge access door
Wait until the printer is idle and silent before you continue.
While the printer is still on, disconnect the power cord from the rear of the printer, and then unplug the power cord from the power source or electrical outlet.

warning:
You must disconnect the power cord before reaching inside the printer to avoid the risk of injuries or electric shock.
Disconnect the USB cable from the rear of the printer, if you have a cable connection to the computer.
Locate the paper path cover, grasp the handle, and then lift up to remove it.

Figure : Removing the paper path cover
Lightly dampen the swab with the water, and then squeeze any excess liquid from the swab.
Use a flashlight to inspect the rollers. Press the swab against the rollers inside the printer, and then rotate the rollers upwards with your fingers.

Apply a moderate amount of pressure to remove any dust or dirt buildup.

Figure : Example of the rollers in the paper path access area
Allow the rollers to dry completely (approximately 10 minutes).
Replace the paper path cover, and then close the ink cartridge access door.

Figure : Closing the ink cartridge access door
Grasp the output tray, and then pull toward you to remove it.
Pull out the input tray to its outermost position.

Figure : Pulling out the input tray
Remove all paper from the input tray.
Turn the printer onto its right side so you can access its underside. Make sure to hold the printer firmly with one hand to avoid tipping.

Figure : Turning the printer onto its right side
Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
Inspect the gap where the input tray was with a flashlight. Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.

Figure : Example of the rollers underneath the printer
Allow the rollers to dry completely (approximately 10 minutes).
Push in the input tray, and then return the printer to its normal position.
Slide the output tray back onto the input tray.
Reconnect the power cord to the rear of the printer, and then plug in the power cord to an electrical outlet.
Reconnect the USB cable, if your printer has a cable connection to the computer.
Turn on the printer.

The printer might go through a warm-up period and the carriage might move. Wait until the warm-up period finishes before you proceed.

If the error persists, continue to the next step.

Step 5: Reset the printer

Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Resetting the printer might clear a false paper jam error.

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 again. If the error persists, continue to the next step.

Step 6: 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.