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Welcome to HP Customer Support

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  • Information
    Important Print Security Update

    HP was recently made aware of a vulnerability in certain inkjet printers by a third-party researcher. HP has updates available for download to address the vulnerability. Details and more information are available in the Security Bulletin

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HP DeskJet, ENVY 5000 Printers - 'Carriage Jam' Error

This document is for HP DeskJet Ink Advantage 5075, 5076, 5078, 5085, 5088 and ENVY 5020, 5030, 5032, 5034, 5052 and 5055 All-in-One printers.
The carriage, which holds the ink cartridges, stalls in the printer, and a Carriage Jam error message displays on the printer control panel. A paper jam might have occurred previously.
You need a flashlight to complete some of these steps.
Figure : Flashlight
Flashlight
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.
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 moves freely
To make sure there are no foreign objects or paper in the printer, move the carriage across the width of the printer.
  1. Turn on the printer, if it is not already on.
  2. Gently grasp the handles on either side of the printer, and then raise the ink cartridge access door until it locks into place.
    The carriage moves slightly to the left.
    Figure : Opening the ink cartridge access door
    Opening the ink cartridge access door.
  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 disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric 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 you find.
  8. Make sure 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.
    Figure : Closing the ink cartridge access door
    Closing the ink cartridge access door.
  10. Pull out the output tray, and then lift the output tray extender.
    Figure : Pulling out the output tray and lifting the output tray extender
    Pulling out the output tray and lifting the output tray extender
  11. Reconnect the power cord to the rear of the printer, and then turn on the printer.
Try to print. If the error persists, continue to the next step.
Step 3: Remove and then 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 that the ink cartridges are installed correctly, remove and reinstall the ink cartridges, and then try to print again.
  1. Turn on the printer.
  2. Gently grasp the handles on either side of the printer, and then raise the ink cartridge access door until it locks into place.
    The carriage moves slightly to the left.
    Figure : Opening the ink cartridge access door
    Opening the ink cartridge access door.
  3. Wait until the carriage is idle and silent before you continue.
  4. Lift up the lid on the ink cartridge slot, and then pull up on the ink cartridge to remove it from the slot.
      Figure : Removing the ink cartridge
      Removing the ink cartridge.
    1. Lift the lid
    2. Gently push the lid back
    3. Pull up on the ink cartridge
  5. With the nozzles toward the printer, insert the ink cartridge into its slot until it snaps into place.
      note:
    Install the color ink cartridge on the left and the black ink cartridge on the right.
    Figure : Inserting the ink cartridge
    Inserting the ink cartridge.
  6. Close the lid on the ink cartridge slot to secure the ink cartridge into place.
  7. Repeat these steps to install the other ink cartridge.
  8. Close the ink cartridge access door.
  9. Pull out the output tray, and then lift the output tray extender.
    Figure : Pulling out the output tray and lifting the output tray extender
    Pulling out the output tray and lifting the output tray extender
Try to print. If the error persists, continue to the next step.
Step 4: Plug the printer directly into a wall outlet
Plug the printer directly into an electrical outlet to make sure the power source functions correctly.
  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 5: Reset the printer
Resetting the printer can clear carriage jam errors.
  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.
Try to print. If the issue persists, continue to the next step.
Step 6: Service the printer
If the steps in this document did not resolve the issue, service the printer.
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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