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HP Color LaserJet CP6015 Series Printer - Jams

Common causes of jams

The product is jammed.
Cause
Solution
The paper does not meet specifications.
Use only paper that meets HP specifications. See Supported paper and print media sizes .
A component is installed incorrectly.
Verify that the transfer belt and transfer roller are correctly installed.
You are using paper that has already passed through a product or copier.
Do not use paper that has been previously printed on or copied.
An input tray is loaded incorrectly.
Remove any excess paper from the input tray. Make sure that the stack is below the maximum stack height mark in the tray. See Load paper and print media .
The paper is skewed.
The input-tray guides are not adjusted correctly. Adjust them so they hold the stack firmly in place without bending it.
The paper is binding or sticking together.
Remove the paper, flex it, rotate it 180°, or flip it over. Reload the paper into the input tray.
When printing on lightweight paper or on jobs with heavy toner coverage, paper is wrapping on the fuser causing Fuser Delay Jam or Fuser Wrap Jam messages.
Set the LIGHT MEDIA optimize mode on the Print Quality menu to ON .
The paper is removed before it settles into the output bin.
Reset the product. Wait until the page completely settles in the output bin before removing it.
During two-sided printing, you removed the paper before the second side of the document was printed.
Reset the product and print the document again. Wait until the page completely settles in the output bin before removing it.
The paper is in poor condition.
Replace the paper.
The internal tray rollers are not picking up the paper.
If the paper is heavier than 220 g/m2, it might not be picked from the tray.
The rollers are worn. Replace the rollers.
The paper has rough or jagged edges.
Replace the paper.
The paper is perforated or embossed.
Perforated or embossed paper does not separate easily. Feed single sheets from Tray 1.
Device supply items have reached the end of their useful life.
Check the product control panel for messages prompting you to replace supplies, or print a supplies status page to verify the remaining life of the supplies. See Information pages .
Paper was not stored correctly.
Replace the paper in the trays. Paper should be stored in the original packaging in a controlled environment.
Not all product packing material was removed.
Verify that the packing tape, cardboard, and plastic shipping locks have been removed from the product.

If the product still continues to jam, contact HP Customer Support or your authorized HP service provider.

Jam locations

Use this illustration to identify locations of jams. In addition, instructions appear on the control panel to direct you to the location of jammed paper and how to clear it.

Internal areas of the product that might need to be opened to clear jams have green handles or green labels.

1:

1 - AREA 1: Output-bin area
2 - AREA 2: Fuser area
3 - AREA 3: Transfer area
4 - AREA 4: Duplexing area (for the HP Color LaserJet CP6015dn, x, and xh models only)
5 - AREA 5: Tray 2 pickup area
6 - AREA 6: Tray 1 area
7 - AREA 7: Optional Trays 3, 4, and 5
8 - AREA 8: Optional finishing device

Clear jams

When a jam occurs, a message appears on the control-panel display that describes the location of the jam. The following table lists the messages that can appear and provides links to the procedures for clearing the jam.

To avoid electrical shock, remove any necklaces, bracelets, or other metal items before reaching into the inside of the product.
Type of jam
Procedure
AREA 1:
13.XX.YY JAM ABOVE TOP OUTPUT BIN
13.XX.YY JAM IN TOP COVER
AREA 2:
13.XX.YY FUSER AREA JAM
13.XX.YY FUSER WRAP JAM
13.XX.YY TRANSFER AND FUSER JAM
AREA 4:
13.XX.YY JAM IN RIGHT DOOR
See AREA 4: Clear jams in the duplex area (for the HP Color LaserJet CP6015dn, x, and xh models only)
AREA 5:
13.XX.YY JAM IN TRAY 2
13.XX.YY TRANSFER AREA JAM
AREA 6:
13.XX.YY JAM IN TRAY 1
AREA 7:
13.XX.YY JAM IN TRAY 3
13.XX.YY JAM IN TRAY 4
13.XX.YY JAM IN TRAY 5
13.XX.YY JAM IN LOWER RIGHT DOOR
13.XX.YY JAM IN INPUT ACCESSORY
AREA 8:
13.XX.YY JAM IN LEFT ACCESSORY
13.XX.YY JAM INSIDE TOP DOOR

AREA 1: Clear jams in the output bin

  1. If jammed paper is visible in the output bin, gently pull the paper to remove it.

    2: Remove the jammed paper.

  2. Open the right door.

    3: Open the right door

  3. If paper has jammed as it enters the output bin, gently pull the paper to remove it.

    4: Remove the jammed paper

  4. Close the right door.

    5: Close the right door

AREA 2 and AREA 3: Clear jams in the fuser area and the transfer area

The fuser can be hot while the product is in use. Wait for the fuser to cool before handling it.
  1. Open the right door.

    6: Open the right door

  2. Lift the green handle on the transfer-access panel and open the panel.

    7: Open the transfer-access panel

  3. If paper is visible entering the bottom of the fuser, gently pull downward to remove it.

    8: Location of the fuser

  4. Close the transfer-access panel.

    9: Close the transfer-access panel

  5. Open the fuser jam access door above the fuser and remove any paper that is visible. Then close the fuser jam access door.

    10: Open the fuser jam release door.

  6. Paper could also be jammed inside the fuser where it would not be visible. Remove the fuser to check for jammed paper inside.

    The fuser can be hot while the product is in use. Wait for the fuser to cool before handling it.
    1. Pull the two blue fuser handles forward.

      11: Blue fuser handles

    2. Rotate the fuser-release levers down to open them.

      12: Fuser release handles

    3. Grasp the fuser handles and pull straight out to remove the fuser.

      The fuser weighs 5 kg (11 lbs). Be careful not to drop it.

      13: Remove the fuser

    4. Open the two fuser jam access doors by pushing and rotating the rear door backward, and pulling and rotating the front door forward. If paper is jammed inside the fuser, gently pull it straight up to remove it. If the paper tears, remove all paper fragments.

      Even if the body of the fuser has cooled, the rollers that are inside could still be hot. Do not touch the fuser rollers until they have cooled.

      14: Remove the jammed paper.

    5. Close both fuser jam-access doors and align the fuser with the arrows on the product. Push the fuser completely into the printer.

      15: Reinstall the fuser

    6. Rotate the fuser-release levers up to lock the fuser into place.

      16: Close the fuser-release levers

    7. Push the fuser handles back to close them.

      17: Close the fuser handles.

  7. Close the right door.

    18: Close the right door

AREA 4: Clear jams in the duplex area

This procedure is for the HP Color LaserJet CP6015dn, de, x, and xh models only.
  1. If jammed paper is visible in the duplex output area, gently pull it to remove it.

    19: Remove the jammed paper

  2. If no jammed paper is visible in the duplex output area, open the duplex switchback tray. Gently pull the jammed paper to remove it.

    20: Duplex output area

  3. Check for jammed paper inside the product. Open the right door.

    21: Open the right door

  4. If paper is jammed below the duplexing unit, gently pull the paper downward to remove it.

    22: Remove the jammed paper

  5. If paper is jammed inside the right door, gently pull the paper to remove it.

    23: Remove the jammed paper

  6. Lift the paper-feed cover on the inside of the right door. If jammed paper is present, gently pull the paper straight out to remove it.

    24: Remove the jammed paper

  7. Lift the green handle on the transfer-assembly and open the panel.

    25: Open the transfer-access panel

  8. Gently pull the paper out of the paper path.

    26: Remove paper from the paper path.

  9. Close the transfer-access panel.

    27: Close the transfer-access panel

  10. Close the right door.

    28: Close the right door

AREA 5: Clear jams in Tray 2 and the internal paper path

  1. Open the right door.

    29: Open the right door

  2. Lift the green handle on the transfer-access panel and open the panel.

    30: Open the transfer-access panel

  3. Gently pull the paper out of the paper path.

    31: Remove paper from the paper path.

  4. Close the transfer-access panel.

    32: Close the transfer-access panel

  5. Open Tray 2 and make sure that the paper is stacked correctly.

    33: Open the tray and check the paper stack.

  6. Pull the tray completely out of the product by pulling and lifting it up slightly.

    34: Remove Tray 2 from the product.

  7. Remove any paper from the feeder rollers inside the product.

  8. Reinsert Tray 2 by aligning the side rollers and pushing it back into the product.

    35: Reinsert Tray 2 into the product.

  9. Close the tray.

    36: Close the tray.

  10. Close the right door.

    37: Close the right door

AREA 6: Clear jams in Tray 1

Even if jammed paper is visible in Tray 1, clear the jam from the inside of the product by opening the right door.

38: Jammed paper in Tray 1.

  1. Open the right door.

    When clearing jams of long paper (11 x 17, 12 x 18, A3, and banners), it may be necessary to cut or tear the jammed paper before opening the right door.

    39: Open the right door

  2. If paper is visible inside the right door, gently pull the paper downward to remove it.

    40: Remove paper from inside the right door.

  3. If paper has entered the internal paper path, lift the green handle on the transfer-access panel and open the panel.

    41: Open the transfer-access panel

  4. Gently pull the paper out of the paper path.

    42: Remove paper from the paper path.

  5. Close the transfer-access panel.

    43: Close the transfer-access panel

  6. Close the right door.

    44: Close the right door

Clear jams when printing banners

If a paper jam occurs while printing with banner paper, gently pull the paper forward through the output bin or back through Tray 1 to remove the paper from the paper path. After removing the paper, open and close the right door to clear the jam message from the control panel. If you cannot remove the paper, carry out the following steps:

  1. Open the right door.

    45: Open the right door

    If you are printing to very heavy banner paper, and the paper is still feeding in through Tray 1, you may need to cut the paper at the base of Tray 1 in order to open the right door and pull the paper free of the Tray 1 rollers.
  2. Lift the green handle on the transfer-access panel and open the panel.

    46: Open the transfer-access panel

  3. Gently pull the paper out of the paper path

    47: Remove paper from the paper path.

  4. Close the transfer-access panel.

    48: Close the transfer-access panel

  5. Close the right door.

    49: Close the right door

AREA 7: Clear jams in optional Trays 3, 4, and 5

  1. Open the right door.

    50: Open the right door

  2. If paper is visible in the paper-input area, gently pull the jammed paper up to remove it.

    51: Remove the jammed paper

  3. Close the right door.

    52: Close the right door

  4. Open the lower right door.

    53: Open lower right door

  5. Gently pull the jammed paper to remove it.

    54: Remove the jammed paper.

  6. Open the tray that is indicated in the control-panel message, and make sure that the paper is stacked correctly.

    55: Open the tray and check the paper stack.

  7. Close the tray.

    56: Close the tray.

  8. Close the lower right door.

    57: Close the lower right door

AREA 8: Clear jams in the optional finishing devices

Clear jams in the output-accessory bridge

  1. Lift the latch on the top cover of the output-accessory bridge and open the top cover.

    58: Open the top cover of the output-accessory bridge.

  2. Gently pull the jammed paper to remove it.

    59: Remove the jammed paper.

  3. Close the top cover of the output-accessory bridge.

    60: Close the top cover of the output-accessory bridge.

Clear jams in the sorter area

  1. Lift the latch on the top cover of the finishing device, and open the top cover.

    Opening the top cover releases pressure on the output-bin rollers.

    61: Open the top cover of the finishing device.

  2. Remove jammed paper from the output bin or from the inside of the finishing device.

    62: Remove the jammed paper.

    63: Remove the jammed paper.

    64: Remove the jammed paper.

  3. Close the top cover of the finishing device.

    65: Close the top cover of the finishing device.

  4. Lift the swing guide panel in the output bin. If you can see any jammed paper, gently pull it out.

    66: Remove the jammed paper from the swing guide in output bin.

Clear jams in the booklet maker

  1. If the paper is visible in the booklet output bin, gently pull the paper to remove it.

    67: Remove the jammed paper from the booklet output bin.

  2. Open the front door of the booklet maker.

    68: Open the front cover of the bookler maker finisher.

  3. Push the upper delivery guide to the right, and remove any jammed paper.

    69: Remove jammed paper from the upper delivery guide.

  4. Push the lower delivery guide to the right, and remove any jammed paper.

    70: Remove jammed paper from the lower delivery guide.

  5. The positioning knob is the smaller, green dial on the right. Turn the positioning knob counterclockwise.

    71: Turn the dial on the right.

  6. The jam-release knob is the larger, green dial on the left. Push in the jam-release knob, and then turn it clockwise to move any jammed paper into the output bin.

    72: Turn the dial on the left.

  7. Close the front door of the booklet maker.

    73: Close the front cover of the bookler maker finisher.

Clear staple jams

Clear staple jams in the main stapler

The HP 3-bin Stapler/Stacker and the HP Booklet maker/Finisher Accessory each have a main stapler, which is located near the top of the finishing device.

  1. Open the front door of the finishing device.

    74: Open the front cover of the bookler maker finisher.

  2. To remove the staple cartridge, pull up on the green handle and pull out the staple cartridge.

    75: Remove the staple cartridge.

  3. Lift up on the small lever at the back of the staple cartridge.

    76: Lift the jam-release lever on the staple cartridge.

  4. Remove the damaged staples that protrude from the staple cartridge. Remove the entire sheet of staples that the damaged staples were attached to.

    77: Remove the jammed sheet of staples.

  5. Close the lever at the back of the staple cartridge. Be sure that it snaps into place.

    78: Close the jam-release lever on the staple cartridge.

  6. Reinsert the staple cartridge into the finishing device, and push down on the green handle until it snaps into place.

    79: Reinsert the staple cartridge.

  7. Close the front cover of the finishing device.

    80: Close the front cover of the bookler maker finisher.

Clear staple jams in the booklet maker

The booklet maker has an additional saddle stitch stapler that is below the main stapler. The saddle stitch stapler has two staple cartridges.

  1. Open the front door of the booklet maker.

    81: Open the front cover of the bookler maker finisher.

  2. Push the upper delivery guide to the right, and remove any jammed paper.

    82: Remove paper from the saddle-stitching area.

  3. Grasp the blue handle for the stapler carriage and pull it straight out.

    83: Pull out the saddle-carriage.

  4. Grasp the handle of the blue staple cartridge unit and pull it toward you, then swing the staple cartridge unit into an upright position.

    84: Open the stapler unit.

  5. Check each staple cartridge for jammed staples.

    1. On each staple cartridge, press down on the green plastic tabs while lifting the jam clearance plate.

      Do not place your fingers or hands underneath the staple cartridge during this procedure.

      85: Release the staple cartridge.

    2. Remove any jammed staples. Remove any damaged staples and the entire sheet of staples that the damaged staples were attached to.

    3. Press down on the jam clearance plate to close it.

      Do not place your fingers or hands underneath the staple cartridge during this procedure.

      86: Close the jam clearance plate.

  6. Pull the staple cartridge unit forward, and swing it downward to the original position. Push in on the handle to lock it into position.

    87: Close the stapler unit.

  7. Push the staple carriage back into the booklet maker.

    88: Reinsert the staple carriage.

  8. Close the front door of the booklet maker.

    89: Close the front cover of the bookler maker finisher.

Jam recovery

This product provides a jam recovery feature that reprints jammed pages. The following options are available:

  • AUTO — The product attempts to reprint jammed pages when sufficient memory is available.

  • OFF — The product does not attempt to reprint jammed pages. Because no memory is used to store the most recent pages, performance is optimal.

    When using this option, if the product runs out of paper and the job is being printed on both sides, some pages can be lost.
  • ON — The product always reprints jammed pages. Additional memory is allocated to store the last few pages printed. This might cause overall performance to suffer.

Set the jam recovery feature

  1. Press Menu .

  2. Press the down arrow to highlight CONFIGURE DEVICE , and press the checkmark button .

  3. Press the down arrow to highlight SYSTEM SETUP , and press the checkmark button .

  4. Press the down arrow to highlight JAM RECOVERY , and press the checkmark button .

  5. Press the down arrow or up arrow / to highlight the appropriate setting, and press the checkmark button .

  6. Press Menu to return to the READY state.

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