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    For non-hp original ink users an optional firmware update to remove dynamic security is now available for select Officejet, Officejet Pro, Officejet ProX printers.

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HP OfficeJet 6812/15/20, Pro 6830/35 Printers - 'Carriage Jam' Error

This document is for HP Officejet 6812, 6815, 6820, Officejet Pro 6830, and 6835 e-All-in-One printers.
During a print job, the carriage stalls, the printer stops and the following error message displays on the printer control panel:
'The print carriage cannot move. Open the ink cartridge access door, clear any paper jam or obstruction, and then select OK'

This video shows how to clear a carriage jam error on your HP Officejet 6810 or Officejet Pro 6830 printer

Solution one: Turn the printer off and then on again

Follow these steps to restart the printer, and then try to print a Printer Status Report.

Step 1: Turn the printer off and then on again

Turning the printer off and then on can reset the carriage. Follow these steps to turn off the printer, and then turn it 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.

Step 2: Print a Printer Status Report

Print a Printer Status Report to make sure that the hardware functions correctly.
  1. Load plain white paper into the tray.
  2. On the printer control panel, swipe the display to scroll to Setup, and then touch the Setup icon (). The Setup menu displays.
  3. Swipe the display to scroll to Reports, and then touch Reports.
  4. Touch Printer Status Report. The printer prints the report.
    Figure : Example of a Printer Status Report
    Image: Example of a Printer Status Report

Solution two: Clear any jammed paper from the printer

Jammed paper might be blocking the carriage. Follow these steps in the order presented to clear any jammed paper from the printer, and then print a Printer Status Report.

Step 1: Clear any loose paper from the output tray

If any jammed paper is accessible from the output tray, follow these steps to remove the paper.
  1. Carefully remove any loose paper from the output tray.
  2. Check the rollers in the output tray for jammed paper.
  3. Use a flashlight to see the rollers in the printer.
  4. Gently remove any jammed paper or bits of torn paper from the output tray rollers. Use both hands to pull out any whole sheets of paper to avoid tearing them.
  5. Remove any bits of paper or torn pieces of paper from the output tray rollers.

Step 2: Clear any jammed paper from the input tray

If any jammed paper is accessible from the input tray, follow these steps to remove the paper.
  1. Raise the output tray.
    Image: Raise the output tray
  2. Grasp any jammed paper in the input tray with both hands, and then pull the paper slowly but firmly toward you to remove it.
      caution:
    Remove paper from the tray as carefully as possible. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur, and this could damage the print mechanism.
  3. Grasp the handle on the underside of the input tray, and then pull out the tray.
    Image: Pull out the input tray
  4. Press the latches on the left and right sides of the input tray, and then pull the tray toward you to remove it.
    Image: Remove the input tray
  5. 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.
      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, and this could damage the print mechanism.
    Image: Check the  gap for jammed paper
  6. Insert the input tray into the gap, push the tray toward the printer until it locks into place, and then lower the output tray.
    Image: Insert the input tray

Step 3: Clear any jammed paper from inside the printer

Follow these steps to remove any jammed paper from the front of the printer.
  1. Place your fingers into the slot on the left side of the printer, and then gently lift up to open the cartridge access door.
    The carriage might move to the cartridge access area.
    Open the cartridge access door
  2. Wait until the carriage is idle and silent before you continue.
  3. With the printer turned on, disconnect the power cord from the rear of the printer
      warning:
    To avoid risk of injuries or electric shock, you must disconnect the power cord before you reach inside the printer.
  4. Disconnect the USB or Ethernet cable from the rear of the printer, if either are connected to the printer.
  5. Locate the paper path cover, grasp the handle, and then lift up to remove it.
    Remove the paper path cover
  6. Gently remove any jammed paper and bits of torn paper from the paper path. To avoid tearing any whole sheets of paper, pull the paper with both hands.
    Remove any jammed paper from the paper path
  7. Replace the paper path cover. Gently press the cover down until the cover clicks into place.
    Replace the paper path cover
  8. Check for and remove any jammed paper or objects that might be restricting the carriage. Reach into the cartridge access area, and then manually move the carriage.
  9. Move the carriage to the left side of the cartridge access area.
    Move the carriage to the left side of the cartridge access area
  10. Remove any jammed paper or objects from the right side of the cartridge access area. Pull the paper or objects toward you through the front of the printer.
    Remove paper from the right side of the carriage
  11. If any paper tears, look for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more jams might occur.
  12. Check for and remove any jammed paper or objects that might be restricting the carriage. Move the carriage to the right.
    Move the carriage to the left of the printer
  13. Remove any jammed paper or objects from the left side of the cartridge access area. Pull the paper or objects toward you through the front of the printer.
    Remove paper from the left side of the cartridge access area
  14. Make sure the carriage can move freely across the width of the printer by gently pushing the carriage to the left, and then to the right.
  15. Close the cartridge access door.
    Close the cartridge access door

Step 4: Clear any jammed paper from the automatic document feeder (ADF)

Follow these steps to remove any jammed paper from the automatic document feeder (ADF) and the ADF rollers on the scanner lid.
  1. Lift the ADF cover.
    Lift the ADF cover
  2. Lift the green tab located on the left edge of the ADF to raise the ADF mechanism.
    Lift the ADF mechanism.
  3. Gently pull out any jammed paper from the ADF. To avoid tearing any whole sheets of paper, pull the paper with both hands.
    Remove any jammed paper from the ADF
  4. If the paper tears while you remove it, check the rollers and wheels for any torn pieces of paper that might remain inside the ADF. If any torn pieces of paper remain inside the printer, more paper jams might occur.
  5. Lower the ADF mechanism until it locks into place.
  6. Close the ADF cover tightly on both sides.
    Close the ADF cover tightly at both ends
  7. Lift the scanner lid.
  8. Gently pull out any jammed paper from the rollers on the bottom of the scanner lid. To avoid tearing any whole sheets of paper, pull the paper with both hands.
      ADF rollers on the scanner lid
    1. ADF rollers on the scanner lid
  9. If the paper tears while you remove it, check the rollers and wheels for any torn pieces of paper that might remain inside the ADF. Use a flashlight to thoroughly look for torn pieces of paper. If any torn pieces of paper remain inside the printer, more paper jams might occur.
  10. Close the scanner lid.

Step 5: Make sure that the printer is placed on a flat surface

A flat surface clear of obstructions prevents the input tray from bending when it is pushed in. Follow these steps to make sure that the surface the printer rests on is flat and clear of any obstructions.
  1. Gently turn the printer onto its right side.
    Figure : Gently turn the printer onto its right side
    Image: Gently turn the printer onto its right side.
  2. Remove any items that were under the printer so that the surface is clean, flat, and level.
  3. Turn the printer over to its normal position.
  4. Reconnect the power cord to the rear of the printer, and then reconnect the USB or Ethernet cable if you had either connected.
  5. Press the Power button to turn on the printer.
  6. Touch OK to clear any messages on the printer control panel.
  7. Load plain, U.S. letter or A4 paper into the input tray.

Step 6: Print a Printer Status Report

Print a Printer Status Report to make sure that the hardware functions correctly.

Solution three: Remove and then reinstall the cartridges

Improper placement or installation of the cartridges might cause the printer to indicate a carriage jam error. To make sure that the cartridges are installed correctly, follow these steps to remove and reinstall the cartridges, and then print a Printer Status Report.

Step 1: Remove and then reinstall the cartridges

Follow these steps to remove and then reinstall the cartridges.
  1. Press the Power button to turn on the printer, if it is not already on.
  2. Place your fingers into the slot on the left side of the printer, and then gently lift up to open the cartridge access door. The carriage moves to the cartridge access area. Wait several seconds until the carriage is idle and silent before you continue.
    Figure : Place your fingers in the slot on the left side of the printer
    Image: Slot on the left side of the printer
  3. Press the tab inward on the front of the old cartridge to release it, and then pull up on the cartridge to remove it from the slot.
    Figure : Remove the cartridge from its slot
    Image: Remove the cartridge from its slot
  4. Turn the cartridge so that the cartridge contacts face downward, and then match the label color with the color dot on the carriage.
  5. Slide the cartridge into its slot, and then gently press the cartridge down until it clicks into place.
    Figure : Install the cartridge
    Image: Install the cartridge
  6. Repeat these steps to remove and reinsert the other cartridges.
  7. Close the cartridge access door. The printer automatically aligns the cartridges.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door

Step 2: Print a Printer Status Report

Print a Printer Status Report to make sure that the hardware functions correctly.

Solution four: Plug the printer directly into a wall outlet

Follow these steps to plug the printer directly into a wall outlet to make sure that the power source is functioning correctly, and then print a Printer Status Report.

Step 1: Plug the printer directly into a wall outlet

The printer might not be getting enough power for the carriage to function properly.
  1. Disconnect the power cord from the rear of the printer.
  2. Unplug the power cord from any power strips or surge suppressors.
  3. Plug the power cord directly into an electrical outlet.
  4. Reconnect the power cord to the rear of the printer.
  5. Turn on the printer.

Step 2: Print a Printer Status Report

Print a Printer Status Report to make sure that the hardware functions correctly.

Solution five: Reset the printer

Follow these steps to reset the printer.

Step 1: Reset the printer

Resetting the printer can reinitiate the carriage and other parts of the printer. Follow these steps to reset the printer.
  1. Turn the printer on, if it is not already on.
  2. Wait until the printer is idle and silent before you continue.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Unplug the power cord from the wall outlet.
  5. Wait at least 60 seconds.
  6. Plug the power cord back into the wall outlet.
    note:
    HP recommends connecting the printer power cord directly to the wall outlet.
  7. Reconnect the power cord to the rear of the printer.
  8. Turn on the printer, if it does not automatically turn on.
  9. Wait until the printer is idle and silent before you proceed.

Step 2: Print a Printer Status Report

Print a Printer Status Report to make sure that the hardware functions correctly.

Solution six: 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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