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A 'Paper Jam' Message Displays for HP Photosmart C5500 All-in-One Series

Issue

While printing, the error message 'Paper Jam' displays on the product control panel. The product does not print or stops feeding pages while printing.
Paper jams can be true or false. A false paper jam occurs when the error message displays, but no jammed paper is in the product. The following solutions apply to both true and false paper jam errors.
The following video demonstrates the steps explained on this page. The outside of the product might look different, but the steps are the same for your product.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.

Solution one: Clear the paper jam

Follow these steps in the order presented to resolve the paper jam.

Step one: Remove loose paper from the tray

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 theprint mechanism.
Remove any loose paper from the paper tray.
Do not pull jammed paper from under the cartridge access door
Illustration of removing loose paper from the paper tray
Illustration of warning to not pull jammed paper from under the cartridge access door

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

  1. Disconnect the USB or parallel cable from the rear of the product.
    Figure : Disconnect the USB or parallel cable
    Illustration: Disconnect the USB cable
  2. Press the Power button () to turn off the product.
  3. Press in the tab on the left side of the rear access door, and then pull the door away from the product to remove it.
    Figure : Remove the rear access door
    Illustration: Remove the rear access door
  4. Gently pull any jammed paper out of the rollers inside the product.
      caution:
    If the paper tears when you remove it from the rollers, check the rollers for torn pieces of paper that might remain inside the product. If pieces of paper remain in the product, more paper jams might occur.
  5. Carefully remove any other scraps of paper that are still stuck in the product.
  6. Reattach the rear access door. Insert the posts on the right side of the door into the holes on the product, and then push the door in until it snaps into place.
    note:
    Make sure that the rear access door seats correctly in the product. An incorrectly positioned rear access door might cause more paper jams.

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

Follow these steps to remove the paper jam from the front of the product.
  1. Without opening the cartridge access door, check the tray for jammed paper that you cannot remove from the rear.
  2. If you see jammed paper, gently pull it out.
      caution:
    Remove the paper carefully. If the paper tears, part of it might remain inside the paper path and damage the product. Carefully remove all traces of paper that you can find.
  3. Reconnect the power cord to the rear of the product.
  4. Press the Power button () to turn on the product.

Step four: Print a self-test report

Printing a self-test report determines if the product hardware is functioning correctly.
  1. Load plain white paper in the input tray.
  2. Press the Setup () button.
  3. Press the down arrow () to highlight Tools, and then press OK.
  4. Press the down arrow () to highlight Self-Test Report, and then press OK. The self-test report prints.
  • 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 two: Make sure that the carriage can move freely

Follow these steps to make sure that the carriage can move freely.

Step one: Check the paper path

  1. Press the Power button () to turn on the product.
  2. Open the cartridge access door.
    Figure : Open the cartridge access door
    Illustration: Open the cartridge access doorThe carriage might try to move into the access area. If the carriage moves, allow it to move to the access area position.
  3. Disconnect the power cord from the rear of the product.
  4. Unplug the power cord from the power source or electrical outlet.
      caution:
    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 object that might stop the carriage.
    Figure : Example of paper stuck in cartridge access area
    Photograph of paper stuck in cartridge access area
  6. Remove any paper or objects you find.
  7. Reach inside the product, and then manually move the carriage.
    • If the carriage is stuck on the right side, move the carriage to the left side of the product.
    • If the carriage is stuck on the left side, move the carriage to the right side of the product.
    • If the carriage is stuck in the middle, move the carriage to the right side of the product.
  8. Remove any paper or obstructions found.
    note:
    You might need to use a flashlight to illuminate some areas.
  9. Make sure the carriage can move freely across the width of the product. Gently push the carriage to the left side of the product, and then to the right side.
  10. Close the cartridge access door.
    Figure : Close the cartridge access door
    Illustration: Close the carriage access door
  11. Reconnect the power cord to the rear of the product.
  12. Plug the power cord back into the power source or electrical outlet.
  13. Press the Power button () to turn on the product.

Step two: Print a self-test report

  • 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: Clean the rollers and the rear access door

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues. Follow these steps to clean the paper feed rollers inside the product.

Step one: Clean the rollers

  1. Press the Power button () to turn off the product.
  2. Disconnect the power cord from the rear of the product.
  3. Press in the tab on the left side of the rear access door, and then pull the door away from the product to remove it.
    Figure : Remove the rear access door
    Illustration of removing the rear access door
  4. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.
  5. Press the cloth against the rollers and rotate them upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.
    Figure : Rotate the paper feed rollers
    Photograph of paper feed rollers
  6. Make sure that the paper feed rollers on the rear access door are clean, free of paper bits, and rotate freely. If rollers are missing or do not turn freely, buy a replacement rear access door or rollers.
  7. Clean the surface and the rollers of the rear access door the same way you cleaned the large rollers inside the product.
  8. Reattach the rear access door. Insert the posts on the right of the door into the holes on the product, and then push the door in until it snaps into place.
    note:
    Make sure that the rear access door seats correctly in the product. An incorrectly positioned rear access door might cause more paper jams.
  9. Reconnect the power cord to the rear of the product, and then press the Power button () to turn on the product.

Step two: Print a self-test report

  • 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 four: Perform a power reset

Follow these steps to reset the product.

Step one: Perform a power reset

  1. Press the Power button () to turn on the product.
  2. With the product turned on, unplug the power cord from the rear of the product.
  3. Disconnect the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Connect the power cord into wall outlet.
  6. Connect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press Power button () to turn it on.

Step two: Print a self-test report

Solution five: Search for more information

If you still experience issues, see the product Support Home Page, and then search for another document that relates to the symptoms you experience.
Right-click the following link, Product Support Home Page, and then click Open in New Window.
note:
If the page displays in the wrong country/region or language, click the Region - Language link in the upper right corner of your browser. Then you can select the correct country/region and language.

Solution six: Service the product

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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