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A 'Carriage Jam' Message Displays for HP Photosmart e-All-in-One (D110a and D110b) and Ink Advantage e-All-in-One (K510a) Printers

Issue
A 'Carriage Jam' message displays on the product control panel or the computer. The carriage, which holds the cartridges, stalls in the product. A paper jam might have occurred previously.
You might also experience the following symptoms:
  • The product won't print.
  • The print job stops unexpectedly.
The following video demonstrates how to fix a carriage jam.
  note:
This video shows the HP Photosmart e-All-in-One printer (D110a). The outside of the printer might not look the same as your printer, but the steps are the same.
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.
Solution one: Reset the product
Follow these steps to reset the product, and then try to print a test page..
  1. Press the Power button () to turn on the product.
  2. With the product turned on, disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button () to turn it on.
Step two: Print a Printer Status Report
Print a test page to make sure that the hardware functions correctly.
The following video demonstrates how to print a printer status report.
  note:
This video shows the HP Photosmart e-All-in-One Printer series (D110), 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.
  1. Load plain white paper in the input tray.
  2. Touch the button () next to the Setup icon () in the lower-left corner of the control panel.
  3. Touch the Right Arrow button () to select Tools, and then touch OK.
  4. Touch the Right Arrow button () to select Printer Status Report, and then touch OK. The product 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
Jammed paper can cause the carriage to stall. Follow these steps to clear any jammed 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.
Step two: Clear the paper jam from the rear of the All-in-One
Use the following steps to check for and remove jammed paper from the rear of the HP product.
  1. Press the Power button () to turn off the product.
  2. Disconnect the USB cable from the rear of the product.
  3. Disconnect the power cord from the rear of the product.
  4. Press in the tab on the left side of the rear access door to release the door. Remove the door by pulling it away from the product.
    Figure : Remove the rear access door
    Illustration of removing the rear access door
  5. Gently remove any jammed paper from the rollers inside the product.
      caution:
    If the paper tears while removing it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the product, more paper jams are likely to occur.
    Figure : Check the product for bits of torn paper
    Photograph of torn paper in the rollers
  6. Reattach the rear access door. Gently push the door forward until it snaps into place.
    Figure : Reattach the rear access door
    Illustration of reattaching the rear access door
  7. Reconnect the power cord to the rear of the product.
  8. Press the Power button () to turn on the product.
Step three: Clear the jam from the front of the All-in-One
If you cannot remove the paper jam from the rear of the product, follow these steps to remove the paper jam from the front.
  1. Open the cartridge door.
    Figure : Open the cartridge door
    Illustration of opening the cartridge door
  2. Gently pull the paper out from under the front cover.
    Figure : Pull the paper from under the front cover
    Illustration of pulling the paper from under the front cover
      caution:
    Remove paper from the front of the product as carefully as possible. If any torn pieces of paper remain inside the product, more paper jams are likely to occur, and this could damage the print mechanism.
  3. Close the cartridge door.
    Figure : Close the cartridge door
    Illustration of closing the cartridge door
  4. Reconnect the power cord to the rear of the product.
  5. Press the Power button () to turn on the product.
Step four: 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 three: Make sure that the carriage moves freely
Follow these steps to make sure that the carriage can move freely.
Step one: Check the carriage path
  1. Press the Power button () to turn on the product.
  2. Open the cartridge door.
    Figure : Open the cartridge door
    Illustration of opening the cartridge door
  3. Without turning off the product, disconnect the power cord from the rear of the product.
      caution:
    You must disconnect the power cord to move the carriage by hand without the risk of an electrical shock.
  4. Disconnect the power cord from the wall outlet.
  5. Look inside the product to see where the carriage is stuck, and then check for any torn paper or other objects that might be restricting the carriage.
      note:
    You might need a flashlight to illuminate areas for proper viewing.
    Figure : Example of obstruction
    Photograph of obstruction blocking the carriage
  6. Remove any loose paper or obstructions found.
  7. Reach inside the product through the cartridge door, and then manually move the carriage.
    • If the carriage is stuck on the right side of the product, move the carriage to the left side of the product.
    • If the carriage is stuck on the left side of the product, move the carriage to the right side of the product.
    • If the carriage is stuck in the middle of the product, move the carriage to the right side of the product.
  8. Make sure that the carriage can move freely across the width of the product. Firmly push the carriage to the left side of the product, and then to the right side.
  9. Close the cartridge door.
    Figure : Close the cartridge door
    Illustration of closing the cartridge door
  10. Reconnect the power cord to the rear of the product.
  11. Plug the power cord into the wall outlet or power strip.
  12. 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.
  • 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 product 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 product.
  2. Open the cartridge door. The carriage moves to the center of the product.
    Figure : Open the cartridge door
    Illustration of opening the cartridge door.
      caution:
    Wait until the carriage is idle and silent before proceeding.
  3. Press down on the top of each cartridge to release it, and then pull the cartridge toward you to remove it from its slot.
      Figure : Remove the cartridge
      Illustration of cartridges in carriage
    1. The tri-color cartridge is on the left side of the carriage
    2. The black cartridge is on the right side of the carriage
      caution:
    Do not touch the copper-colored contacts or ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.
    Figure : Do not touch the contacts or ink nozzles
    Illustration cautioning against touching the contacts or ink nozzles
  4. Check for obstructions under and around the carriage. Remove any obstructions you find.
Step two: Reinstall the cartridges
Follow these steps to reinstall the cartridges. Repeat the steps for each cartridge.
  1. Hold the cartridge with the HP logo on top, and then insert the cartridge back into the carriage slot. Push the cartridge firmly into the slot until it snaps into place.
      note:
    • The tri-color cartridge installs in the left carriage slot.
    • The black cartridge installs in the right carriage slot.
    Figure : Insert the cartridges into the carriage
    Illustration of inserting the cartridge into the carriage
  2. Close the cartridge door.
    Figure : Close the cartridge door
    Illustration of closing the cartridge door
  3. Press the Power button () to turn on the product.
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 product directly into a wall outlet
Follow these steps to plug the product directly into a wall outlet, and then print a test page.
  note:
If the product prints when plugged directly into a wall outlet, the power strip or surge suppressor might not be allowing enough voltage to reach the product.
Step one: Plug the All-in-One directly into a wall outlet
Plug the product directly into an electrical outlet to make sure that the power source functions correctly.
  1. Disconnect the power cord from the rear of the product.
  2. Unplug the power cord from any power strip or surge suppressor.
  3. Plug the power cord directly into an electrical outlet.
  4. Reconnect the power cord to the rear of the product.
  5. 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 issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.
Service or replace your HP product if you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.

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