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A 'Carriage Jam' or 'Carriage Blocked' Error Message Displays for HP Officejet Pro L7400, L7500, L7600, and L7700 All-in-One Series

Issue

A 'Carriage Jam' or 'Carriage Blocked' error message displays on the product control panel. The carriage stalls on one side, or in the center of the product.

You might also experience the following symptoms:

  • The product won't print.

  • The printing 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 in the input tray.

  2. Press the Setup button on the product control panel.

  3. Press the Down Arrow button () to select Print Report, and then press OK.

  4. Press the Down Arrow button () to select Self-Test Report, and then press OK.

    The self-test page prints.

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

Video of clearing a carriage jam

The following video demonstrates the steps for clearing a carriage jam on the HP Officejet L7780 All-in-One printer series. The product in the video might not look exactly like your product, but the steps are the same.

If you have trouble viewing the video, or to the view the video in a different size, click here Non-HP site to play the video (in English) on YouTube.

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

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

  2. Wait 60 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 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: 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 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 clear a paper jam from the back of the product. If the two-sided printing accessory (duplexer) is not installed on the back of the product, skip to the next section to clear the jam through the rear access door .

NOTE: The two-sided printing accessory is not available for all models.

Clear the paper jam from the two-sided printing accessory (duplexer)

  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. Remove the duplexer from the back of the product. Press the buttons on each side of the duplexer, and then pull it toward you to remove it.

  5. Gently remove any jammed paper from the rollers, inside the product.

    CAUTION: If the paper tears while you are 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. Push down the latch on the top of the duplexer, and then lower its cover.

    Figure 1: Open the cover on the duplexer

    Illustration of opening the cover on the duplexer
  7. Gently remove any jammed paper from the duplexer.

  8. Reattach the duplexer to the back of the product.

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

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

Clear the jam through the rear access door

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

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

  3. Remove the rear access door. Press in the tabs on the rear access door, and then pull it away from the product.

    Figure 2: Remove the rear access door

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

    CAUTION: If the paper tears while you are 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.

    If you are printing labels, see if any are missing from the label sheet. If any labels are missing, locate them inside the product, and then remove them carefully.

  5. Reattach the rear access door.

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. Open the carriage access door.

  2. Gently pull the 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.
  3. Close the carriage access door.

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

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

  6. 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 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

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.

  3. Press and hold OK on the product control panel. The carriage might try to move into the access area. If so, allow it to move to that position.

  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. Disconnect the power cord from the wall outlet.

  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 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. 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. Close the carriage access door.

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

  12. Reconnect the power cord to the wall outlet.

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

    NOTE: The product might go through a warm-up period of up to two minutes. The product lights might flash and the carriage might move. Wait until the warm-up period is complete before proceeding.
  14. 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 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: Remove and reinstall the printheads

Improper placement or incorrect installation of the cartridges might cause the carriage stall error. Follow these steps to remove and then reinstall the cartridges.

Step one: Remove the printheads

  1. Open the carriage access door. The carriage moves to the left side of the product.

    NOTE: If the carriage does not move to the left automatically, press and hold the OK button for five seconds. Wait for the carriage to stop moving.
  2. Lift the printhead latch.

    Figure 3: Lift the printhead latch

    Illustration of lifting the printhead latch
  3. Lift the handle on the printhead, and then pull up on the handle to remove the printhead from its slot.

    Figure 4: Remove the printhead

    Illustration of removing the printhead
  4. Repeat these steps for the other printhead.

  5. Check for obstructions under and around the carriage. Remove any obstructions.

Step two: Reinstall the printheads

  1. Insert the printhead into its color-coded slot. Press down firmly on the printhead until it snaps into place.

    Figure 5: Reinstall the printhead

    Illustration of reinstalling the printhead
  2. Pull the printhead latch all the way forward, and then press down to ensure that the latch is secure.

    Figure 6: Close and secure the printhead latch

    Illustration of closing the printhead latch
  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 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 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 strip or surge suppressor, and then plug it directly into the 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 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 six: Perform a partial 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 back of the product.

  3. Wait 20 seconds.

  4. Press and hold # and 3 on the product control panel.

  5. While holding down these buttons, reconnect the power cord to the back of the product.

  6. After the product turns on, release both buttons. The product resets to the factory defaults.

  7. 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 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 experience a different issue with your printer, 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 test page, there is an issue with the product hardware. Continue to the next solution.

Solution seven: Service the All-in-One

Contacting HP for service in Asia Pacific.

If you have completed all the preceding steps and are still experiencing a problem, you may need further assistance from HP to remedy your concern.

Please contact HP using one of the options found at Contact HP to obtain service.

Contacting HP for service in all countries/regions except Asia Pacific.

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

Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .

  • If your product is in warranty, Contact HP to obtain service.

  • If your product is out of warranty, Contact HP to find an authorized service provider or to setup service (fees might apply).

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