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HP Officejet 5600 All-in-One Printer Series - 'Carriage Jam' Error Message Displays on the Control Panel

Issue

A 'Carriage Jam ' message displays on the product control panel. The carriage might become stuck on either side or in the middle of the product.

You might also experience the following symptoms:

  • The product won't print.

  • The print job stops unexpectedly.

How to use the solutions in this document

To resolve the issue, try each solution in this document in the order presented.

IMPORTANT : Each time you try a solution, try to print a self-test report to determine if the hardware is functioning correctly. To print a self-test report, use the steps in the following table.

How to print a self-test report
  1. Load plain, white paper into the input tray.

  2. Press Setup on the product control panel.

  3. Press 2 , and then press 6 .

    The Print Report menu displays and the product prints a self-test report.

NOTE: Refer back to the steps in this table after attempting each solution.

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

  1. Press the Power button ( ) to turn off the product.

  2. Wait 15 seconds.

  3. Press the Power button ( ) to turn on the product.

    NOTE: The product might go through a warm-up period. The product lights might flash and the carriage might move. Wait until the warm-up period finishes before proceeding.
  4. Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.

  • If these steps resolved the issue , and the self-test report prints , there is no need to continue troubleshooting.

  • If the issue persists , continue with the next solution.

  • If the self-test report 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.

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 from the front of the product at this stage. Trying to clear jammed paper from the front of the product can damage the print mechanism.

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

Use the following steps to check for and remove jammed paper from the back of the HP product.

  1. Press the Power button ( ) to turn off the product.

  2. Disconnect the USB cable from the back of the product.

  3. Disconnect the power cord from the back of the product.

  4. On the back of the product, press in the tab on the left side of the rear access door to release the door. Pull the door away from the product to remove it.

    Figure 1: Remove the rear access door

    Illustration of removing the rear access door
  5. Gently pull the paper out of the rollers.

    CAUTION: If the paper tears when removing it from the rollers, check the rollers 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.
  6. Reattach the rear access door. Gently push the door forward until it snaps into place.

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

If you cannot remove the paper jam from the back of the product, follow these steps to remove the paper jam from the front.

  1. Reconnect the power cord to the back of the product.

  2. Press the Power button ( ) to turn on the product.

  3. Open the carriage access door. The carriage might try to move into the access area. If so, allow it to move to that position.

    Figure 2: Open the carriage access door

    Illustration of opening the carriage access door
  4. Without turning off the product, disconnect the power cord from the back of the product.

    CAUTION: You must disconnect the power cord to move parts by hand without the risk of an electrical shock.
  5. Remove the paper output tray.

    Figure 3: Remove the paper output tray

    Illustration of removing the paper output tray
  6. Look inside the product and check for torn paper that might be stuck between the rollers.

  7. Gently pull any paper out of the rollers.

    NOTE: 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.
  8. Reattach the paper output tray.

    Figure 4: Reattach the paper output tray

    Illustration of reattaching the paper output tray
  9. Close the carriage access door.

    Figure 5: Close the carriage access door

    Illustration of closing the carriage access door
  10. Reconnect the power cord to the back of the product.

  11. Press the Power button ( ) to turn on the product.

  12. Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.

  • If these steps resolved the issue , and the self-test report prints , there is no need to continue troubleshooting.

  • If the issue persists , continue with the next solution.

  • If the self-test report does not print , continue with the next solution.

Solution three: Make sure that the carriage moves freely

Use the following steps to make sure that the carriage moves freely.

  1. Press the Power button ( ) to turn on the product.

  2. Open the carriage access door. The carriage might try to move into the access area. Allow it to move to that position.

    Figure 6: Open the carriage access door

    Illustration of opening the carriage access door
  3. Without turning off the product, disconnect the power cord from the back of the product.

    CAUTION: You must disconnect the power cord to move parts by hand without the risk of an electrical shock.
  4. Disconnect the power cord from the wall outlet.

  5. Remove the paper output tray.

    Figure 7: Remove the paper output tray

    Illustration of removing the paper output tray
  6. 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.
  7. Reach inside the product through the paper output tray, 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. Remove any loose paper or obstructions found.

  9. Make sure that the carriage can move freely across the width of the product by gently pushing the carriage to the left and then to the right.

  10. Reattach the paper output tray.

    Figure 8: Reattach the paper output tray

    Illustration of reattaching the paper output tray
  11. Close the carriage access door.

  12. Reconnect the power cord to the back of the product.

  13. Reconnect the power cord to the wall outlet.

  14. Press the Power button ( ) to turn on the product.

  15. Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.

  • If these steps resolved the issue , and the self-test report prints , there is no need to continue troubleshooting.

  • If the issue persists , continue with the next solution.

  • If the self-test report 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 carriage access door. The carriage will move into the access area.

    Figure 9: Open the carriage access door

    Illustration of opening the carriage access doorWait until the carriage is idle and silent before proceeding.
  3. Push down on the top of the cartridge to release it, and then pull it toward you to remove it from its slot.

    Figure 10: Remove the cartridge

    Illustration of removing the cartridge
    1 - Carriage slot for the tri-color cartridge
    2 - Carriage slot for the black and photo cartridges
    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 11: Do not touch the contacts or ink nozzles

    Illustration of how not to touch the contacts or ink nozzles
  4. Check for obstructions under and around the carriage. Remove any obstructions.

Step two: Reinstall the cartridges

  1. Slide the cartridge back into the slot, and then push it forward until it clicks into place.

    Figure 12: Reinstall the cartridge

    Illustration of reinstalling the cartridge
    • If you are installing the tri-color cartridge, slide it into the left slot.

    • If you are installing a black or photo cartridge, slide it into the right slot.

  2. Close the carriage access door.

    Figure 13: Close the carriage access door

    Illustration of closing the carriage access door
  3. Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.

  • If these steps resolved the issue , and the self-test report prints , there is no need to continue troubleshooting.

  • If the issue persists , continue with the next solution.

  • If the self-test report does not print , continue with the next solution.

Solution five: Plug the product directly into a wall outlet

Plug the product directly into a wall outlet to make sure the power source is functioning correctly.

  1. Disconnect the power cord from the back of the product.

  2. Disconnect the power cord from any power strips or surge suppressors, and then plug it directly into a wall outlet.

  3. Reconnect the power cord to the back of the product.

  4. Press the Power button ( ) to turn on the product.

  5. Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.

    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.
  • If these steps resolved the issue , and the self-test report prints , there is no need to continue troubleshooting.

  • If the issue persists , continue with the next solution.

  • If the self-test report does not print , continue with the next solution.

Solution six: Perform a power reset

Use the following steps to reset the product.

  1. Press the Power button ( ) to turn on the product.

  2. Disconnect the power cord from the product.

  3. Unplug the power cord from the wall outlet.

  4. Wait 15 seconds.

  5. Plug the power cord back into the wall outlet.

  6. Reconnect the power cord to the back of the product.

  7. Press the Power button ( ) to turn on the product.

  8. Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.

  • If these steps resolved the issue , and the self-test report prints , there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.

  • If the self-test report prints successfully , but you continue to experience an issue with your product , then the issue is not related to the hardware. Go to HP Product Support Home Page , and then search for another document that relates to the issue you are experiencing.

    NOTE: If the page displays in the wrong region or language, click the Region - Language link in the upper right corner of your browser. Then you can select the correct region and language.
  • If the product does not print a self-test report , there is an issue with the product hardware. Continue to the next solution.

Solution seven: Service the All-in-One

If you have completed all the steps listed above and are still experiencing a problem, service the product.

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