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HP OfficeJet 8702, 8710 Printers - 'Carriage Jam' Error

This document is for HP OfficeJet 8702, and OfficeJet Pro 8710, 8715, 8718, and 8719 All-in-One printers.
The carriage, which holds the cartridges, stalls in the printer, and a Carriage Jam message displays on the printer control panel. A paper jam might have occurred previously.

Video of fixing a carriage jam on the HP OfficeJet Pro 8710 Printer

Step 1: Clear jammed paper from the printer

Paper jams can occur in multiple areas of the printer. If you cannot find the paper jam in one area, continue to the next area until the jam is located.
note:
You might need a flashlight to complete some of these steps.
Figure : Flashlight
Image: Flashlight
If you have checked 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.
note:
You might need a flashlight to complete some of these steps.
Figure : Flashlight
Image: Flashlight
  1. Turn on the printer.
  2. Place your fingers into the slot on the left side of the printer, and then pull to open the ink cartridge access door.
    The carriage moves into the ink cartridge access area.
      Image: Open the ink cartridge access door
    1. Location of the ink cartridge access door slot
  3. Wait until the carriage is idle and silent before you continue.
  4. With the printer turned on, disconnect the power cord from the rear of the printer.
      warning:
    You must unplug the power cord to move the carriage by hand and reset the paper feed mechanism without the risk of electrical shock.
  5. Use a flashlight to check for any paper or objects that might be restricting the carriage, and then remove any paper or objects that you find.
      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.
  6. Reach inside the printer through the ink cartridge access door, and 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.
  7. Remove any loose paper or obstructions found.
  8. Make sure that the carriage can move freely across the width of the printer. Firmly push the carriage to the left side of the printer, and then push it to the right side.
  9. Close the ink cartridge access door.
  10. Reconnect the power cord, and then turn on the printer.
Try to print. If the error persists, continue to the next step.

Step 3: Remove and 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.
  1. Turn the printer on.
  2. Insert your fingers into the slot on the left side of the printer, and then pull forward to open the ink cartridge access door.
    The carriage moves to the left side of the printer.
      Figure : Opening the ink cartridge access door
      Image: Open the ink cartridge access door
    1. Location of the ink cartridge access door slot
  3. Wait until the carriage is idle and silent before you proceed.
  4. Make sure that the letter on the ink cartridge label matches the letter on the carriage slot.
    Figure : Properly installed cartridges
    Image: Properly installed ink cartridges.
  5. Push in on the front of the ink cartridge to release it, and then pull it toward you to remove it from its slot.
    Figure : Removing the ink cartridge from its slot
    Image: Remove the cartridge from its slot.
  6. Carefully reinsert the ink cartridge into its slot, and then push the ink cartridge forward until it clicks into place.
      caution:
    Do not lift the latch handle on the carriage to insert ink cartridges.
    Figure : Insert the ink cartridge into its slot
    Image: Insert the ink cartridge into its color-coded slot.
  7. Repeat these steps for the other ink cartridges.
  8. Close the ink cartridge access door.
    Figure : Closing the cartridge access door
    Image: Close the cartridge access door
Try to print. If the error persists, continue to the next step.

Step 4: Remove the printhead, and then inspect the carriage path

Remove the printhead, and then inspect the carriage compartment where the printhead sits.
note:
You might need a flashlight to complete some of these steps.
Figure : Flashlight
Image: Flashlight
  1. Turn the printer on.
  2. Insert your fingers into the slot on the left side of the printer, and then pull forward to open the ink cartridge access door.
    The carriage moves to the left side of the printer.
      Figure : Opening the ink cartridge access door
      Image: Open the ink cartridge access door
    1. Location of the ink cartridge access door slot
  3. Wait until the carriage is idle and silent before you proceed.
  4. Lift the latch handle on the carriage.
    Figure : Lift the latch handle on the carriage
    Image: Lift the latch handle on the carriage
  5. Grasp the sides of the printhead, and then lift the printhead and pull it toward you to remove it.
      caution:
    The nozzle area on the bottom of the printhead is fragile! Make sure that the bottom of the printhead does not bump or rub on the printer. Do not touch the nozzles or electrical contacts. Touching these areas can cause electrical failures or print quality problems.
    note:
    Do not remove the ink cartridges from the printhead. You can safely remove the printhead with all of the ink cartridges inserted.
    Figure : Remove the printhead
    Image: Remove the printhead
      Figure : Nozzles and electrical contacts
      Image: Nozzles and electrical contacts
    1. Nozzles
    2. Electrical contacts
  6. Place the printhead assembly (with the ink cartridges still installed) upside down on a clean sheet of paper.
      caution:
    Do not leave the printhead assembly outside of the printer for an extended period. Doing so can result in damage to the printhead or the printer.
    Figure : Printhead upside down on a clean sheet of paper
    Image: Printhead upside down on a clean sheet of paper.
  7. Inside the printer, look for and remove any obstructions from the printhead compartment. If necessary, use a flashlight to thoroughly check for any obstructions.
    Figure : Check for paper jammed in the carriage path
    Image: Check for paper jammed in the carriage path

Step 5: Insert the printhead, and then lower the carriage latch

After confirming that there are no obstructions, reinstall the printhead.
  1. Grasp the sides of the printhead, and then turn it right side up with the nozzles facing down and the electrical contacts facing away from you.
  2. On the front of the printer, insert the printhead into the carriage, make sure that the electrical contacts face the inside of the printer. As you guide the printhead into the carriage, it lowers into the carriage as it seats.
      caution:
    The nozzle area on the bottom of the printhead is fragile! Make sure that the bottom of the printhead does not bump or rub on the printer. Do not touch the nozzles or electrical contacts. Touching these areas can cause electrical failures or print quality problems.
    Figure : Insert the printhead
    Image: Insert the printhead.
  3. Gently rock the printhead to the left and right to make sure that the printhead fully seats in the carriage.
  4. Carefully lower the carriage latch to secure the printhead.
    Figure : Lower the carriage latch
    Image: Lower the carriage latch.
  5. Verify that the carriage latch is down.
      Figure : Carriage latch positions
      Image: Carriage latch positions.
    1. Carriage latch is up
    2. Carriage latch is down
  6. Close the cartridge access door.
  7. Reconnect the power cord to the rear of the printer.
  8. If the printer does not turn on by itself, press the Power button to turn it on.
    note:
    The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
  9. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
Try to print. If the error persists, continue to the next step.

Step 6: Plug the printer directly into a wall outlet

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

Step 7: Reset the printer

Resetting the printer can clear carriage jam errors.
  1. With the printer turned on, disconnect the power cord from the printer.
  2. Unplug the power cord from the power source.
  3. Wait 60 seconds.
  4. Reconnect the power cord to a wall outlet and to the printer.
    note:
    HP recommends plugging the printer directly into a wall outlet.
  5. Turn the printer on.
Try to print. If the error persists, continue to the next step.

Step 8: 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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