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A 'Carriage Jam' Message Displays for HP Photosmart 7520 e-All-in-One Printer Series

Issue

A 'Carriage Jam: Clear Carriage Jam' message displays on the printer control panel. The following symptoms might accompany the error message:
  • The printer will not print.
  • The print job stops unexpectedly.
  • A 'Carriage Jam' message might also display on the computer in Windows.
  • The carriage might be stuck on either side or in the middle of the printer.

Video of clearing a carriage jam

The following video demonstrates how to clear a carriage jam.
note:
This video shows an HP Photosmart 7510 e-All-in-On (C311a) printer, but the steps are the same for your printer.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
Important: You must follow these solutions in the order presented to resolve the issue.
When one of the solutions resolves the issue, there is no need to continue troubleshooting.

Solution one: Turn the All-in-One off and on again

Follow these steps to restart the printer, and then try to print a test page.

Step one: Turn the All-in-One off and on again

  1. Press the Power button () to turn off the printer. If the printer does not turn off, proceed to the next solution.
  2. Wait 60 seconds.
  3. Press the Power button () to turn on the printer.
    note:
    The printer might go through a warm-up period which might last up to two minutes. The printer lights might flash and the carriage might move. Wait until the warm-up period completes before you continue.

Step two: Print a Printer Status Report

Follow these steps to print a test page to make sure that the hardware functions correctly.
  1. Load plain white paper in the input tray.
  2. From the home screen on the printer control panel, touch Setup () on the top right side. A list of menu options displays.
  3. Touch Tools, and then touch Printer Status Report. The printer prints the test page.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution two: Clear any jammed paper

A paper jam can cause the carriage to stall. Follow these steps to clear any jammed paper.

Step one: Remove any loose paper

Remove any loose sheets of paper from the input tray and the output tray.
  caution:
Do not remove jammed paper at this stage. Trying to clear jammed paper from the front of the product can damage the print mechanism.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.

Step two: Clear the paper jam from the rear of the All-in-One

Use the following steps to check for, and then remove, jammed paper from the rear of the printer.
  1. Press the Power button () to turn off the printer.
  2. Turn the printer around to access the rear of the printer.
  3. Disconnect the power cord.
  4. Disconnect the USB cable if your printer is connected with a USB cable.
  5. Remove the two-sided printing accessory (duplexer) from the rear of the printer. Push the right side of the duplexer to the left, and then pull out the duplexer to remove it. Set the duplexer aside.
      Figure : Remove the duplexer
      Image: Remove the duplexer.
    1. Push the duplexer to the left
    2. Pull out the duplexer
  6. Gently remove any jammed paper or bits of torn paper from the rollers inside the printer. Use both hands to pull out any whole sheets of paper to avoid tearing them.
    Figure : Remove the jammed paper
    Image: Remove the jammed paper.
      caution:
    Use a flashlight to thoroughly check the rollers and wheels 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.
    Figure : Remove torn scraps of paper
    Image: Remove torn scraps of paper.
  7. Hold the duplexer in front of you, and then press the tabs on both sides of the duplexer to open it.
    Figure : Location of the tabs on the duplexer
    Image: Location of the tabs on the duplexer.
  8. Gently pull any jammed paper out of the duplexer.
  9. Close the door of the duplexer.
  10. Reattach the duplexer to the rear of the printer. Insert the two pegs on the left side of the duplexer into the left side of the printer, and then gently push the duplexer into place. Make sure that the duplexer is firmly attached.
    Figure : Reattach the duplexer
    Image: Reattach the duplexer

Step three: Clear the jam from the front of the All-in-One

  1. If the printer is not turned off, press the Power button () to turn it off.
  2. Disconnect the power cord from the rear of the printer.
  3. Raise the output tray, and then check the input tray for any jammed paper.
  4. Carefully remove any jammed paper from the input tray, and then lower the output tray.
  5. Open the cartridge access door. The carriage moves to the center of the printer.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  6. Manually move the carriage to one side of the printer.
      warning:
    Do not reach into the printer when it is on and the carriage is stuck. Always turn the printer off before you remove any jam.
  7. If there is paper jammed in the printer, gently remove the paper through the top of the printer.
    note:
    If the paper tears when you remove it, check for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams might occur.
  8. Close the cartridge access door.

Step four: Remove the paper jam from the automatic document feeder

  1. Press the Power button () to turn off the printer.
  2. Disconnect the power cord from the rear of the printer.
  3. Lift the automatic document feeder (ADF) cover.
    Figure : Lift the ADF cover
    Image: Lift the ADF cover.
  4. Carefully grasp the jammed paper with both hands and pull it from the ADF mechanism.
    note:
    If the paper tears when you remove it, check for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams might occur.
  5. Close the ADF cover.
  6. Reconnect the power cord to the rear of the printer.
  7. Press the Power button () to turn on the printer.

Step five: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.
  • 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: Make sure that the carriage moves freely

Follow these steps to make sure that the carriage moves freely across the width of the printer.

Step one: Check the carriage path for obstructions

  1. If the printer is not turned on, press the Power button () to turn it on.
  2. Open the cartridge access door. The carriage might move into the center of the paper path. Wait until the carriage is idle and silent before continuing.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Unplug the power cord from the power source or electrical outlet.
      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. Check for any paper or objects that might be restricting the carriage, and then remove any paper or objects that you find.
    note:
    If the paper tears when you remove it, check for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams might occur.
  6. Reach inside the printer through the cartridge access door, and then manually move the carriage.
    • If the carriage is stuck on the right side, move the carriage to the left side of the printer.
    • If the carriage is stuck on the left side, move the carriage to the right side of the printer.
    • If the carriage is stuck in the middle, move the carriage to the right.
  7. Make sure that the carriage can move freely across the width of the printer by gently pushing the carriage to the left, and then to the right.
  8. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door.
  9. Reconnect the power cord to the rear of the printer.
  10. Plug the power cord back into the power source or electrical outlet.
  11. Press the Power button () to turn on the printer.
  12. Open the cartridge access door again, and then make sure that the carriage is able to move to the center unassisted.
    • If the carriage moves to the center unassisted, skip to the step to print a Printer Status Report.
    • If the carriage does not move to the center, continue to the next step in this solution.

Step two: Resolve a carriage jam

Follow these steps to resolve a carriage jam.
  1. Open the cartridge access door. The printer control panel displays a 'Door Open' message.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  2. Press the Power button () to turn off the printer.
  3. Push and hold the carriage to the right with your hand. Hold the carriage tightly, because the carriage tries to move left when the printer is turned on, and you need to prevent it from moving.
    Figure : Push and hold the carriage to the right
    Image: Push and hold the carriage to the right.
  4. While holding the carriage against the right side, press the Power button () to turn on the printer, and then wait until the printer control panel displays a 'Door Open' message.
  5. Release the carriage, and then close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door.
    The printer control panel displays a 'Carriage Jam' error message.
  6. Touch OK.
    The printer displays another error message regarding an improper shutdown. This is expected behavior.
  7. Touch OK.

Step three: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution four: Remove and reinstall the cartridges

Improper placement or installation of the cartridges can cause the printer to indicate a carriage jam error. Follow these steps to remove and then reinstall the cartridges.

Step one: Remove the cartridges

  1. Press the Power button () to turn on the printer, if it is not already turned on.
  2. Open the cartridge access door. The carriage moves to the center of the printer. Wait until the carriage is idle and silent before continuing.
    Figure : Open the cartridge access door
    Image: Open the cartridge access door.
  3. Press the tab on the front of the cartridge, and then pull it up to remove it from its slot.
    Figure : Remove the cartridge from its slot
    Image: Remove the cartridge from its slot.
  4. Repeat the previous step to remove each of the cartridges.

Step two: Reinstall the cartridges

  1. With the cartridge contacts facing the printhead, slide the cartridge into the empty slot, and then press down on the cartridge until it clicks firmly into place.
    note:
    Make sure that the color-coded icon on the cartridge matches the color-coded icon on the carriage slot.
    Figure : Reinstall the cartridge
    Image: Reinstall the cartridge.
  2. Repeat the previous step to reinstall the other cartridges.
  3. Close the cartridge access door.
    Figure : Close the cartridge access door
    Image: Close the cartridge access door.

Step three: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution five: Plug the All-in-One directly into a wall outlet

Plug the printer directly into a wall outlet to make sure that the power source functions correctly, and then print a test page.

Step one: Plug the All-in-One directly into a wall outlet

  1. Disconnect the power cord from the rear of the printer.
  2. Unplug the power cord from any power strip or surge suppressor, and then plug it directly into the wall outlet.
  3. Reconnect the power cord to the rear of the printer.
  4. Press the Power button () to turn on the printer.
note:
If the printer prints when plugged directly into a wall outlet, the power strip or surge suppressor might not be allowing enough voltage to reach the printer.

Step two: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution six: Reset the All-in-One

Follow these steps to reset the printer.

Step one: Reset the All-in-One

  1. Press the Power button () to turn off the product.
    note:
    The product might not turn off after pressing the Power button. Continue to the next step regardless.
  2. Disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the electrical outlet.
  4. Wait 30 seconds.
  5. Replug the power cord into the electrical outlet.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button () to turn on the product.

Step two: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.
  • 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 test page prints successfully, but you continue to experience an issue with your printer, then the issue is not related to the hardware.
  • If the printer does not print a test page, there is an issue with the printer hardware. Continue to the next step or solution.

Solution seven: Service the All-in-One

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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