Print | Rate this content

A 'Carriage Jam' Message Displays for HP Photosmart C4600 and C4700 All-in-One Series Printers

Issue

A 'Carriage Jam' error message displays on the printer control panel. The carriage, which holds the cartridges, stalls in the printer. A paper jam might have occurred previously.

You might also experience the following symptoms:

  • The printer won't print.

  • The print job stops unexpectedly.

Fixing a carriage jam

You can watch a video or follow the steps to clear a carriage jam.

Video of how to clear a carriage jam

The following video demonstrates the steps for clearing a carriage jam on the HP Photosmart C4795 All-in-One printer. 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.

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 test page to determine if the hardware is functioning correctly.

Video of how to print a Printer Status Report

The following video demonstrates how to print a Printer Status Report for your printer.

NOTE: This video shows the HP Photosmart C4795 All-in-One Printer, but if this isn't your model, 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 Non-HP site .

How to print a Printer Status Report
  1. Load plain white paper into the input tray.

  2. Touch the lower-left corner of the control panel 4 times until Support Menu displays on the control panel, and then touch OK.

    NOTE: The OK button becomes visible when you access the Support Menu

    Figure 1: Touch the lower left of the control panel

    Illustration highlighting lower-left corner of the control panel
    1 - Lower-left corner of the control panel
  3. Touch the Menu button next to Support in the upper-right corner of the control panel () until Reports Menu displays, and then touch OK.

  4. Touch the button in the upper-right corner of the control panel () until Printer Status Report displays, and then touch OK.

    The printer prints the test page.

Important: Try to print a test page after every solution even if the solution resolves the issue.

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

Solution one: Turn the printer off and on again

Follow these steps to turn the printer off, and then on again, to reset the print mechanism.

  1. Press the Power button to turn off the printer. If the printer does not turn off, proceed to Step two: Clear any paper jam.

  2. Wait 60 seconds.

  3. Press the Power button to turn the printer back on.

    NOTE: The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before proceeding.
  4. Try to print a test page. Refer to the steps on how to print a test page at the beginning of this document.

  • 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.

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 paper jam from the rear of the printer

Use the following steps to check for and remove jammed paper from the rear of the printer.

  1. Press the Power button to turn off the printer.

  2. Disconnect the USB cable from the rear of the printer.

  3. Disconnect the power cord from the rear of the printer.

  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 printer.

    Figure 2: Remove the rear access door

    Image: Remove the rear access door.
  5. Gently remove any jammed paper from the rollers inside the printer.

    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 printer. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur.

    Figure 3: Check the printer for bits of torn paper

    Image: Check the printer for bits of torn paper.
  6. Reattach the rear access door. Gently push the door forward until it snaps into place.

    Figure 4: Reattach the rear access door

    Image: Reattach the rear access door.
  7. Reconnect the power cord to the rear of the printer.

  8. Press the Power button to turn on the printer.

Step three: Clear the jam from the front of the printer

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

  1. Open the cartridge access door.

    Figure 5: Open the cartridge access door

    Image: Open the cartridge access door.
  2. Gently pull the paper out from under the front cover.

    Figure 6: Pull the paper from under the front cover

    Image: Pull the paper from under the front cover.
    CAUTION: Remove paper from the front of the printer as carefully as possible. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur, and this could damage the printer mechanism.
  3. Close the cartridge access door.

    Figure 7: Close the cartridge access door

    Image: Close the cartridge access door.
  4. Reconnect the power cord to the rear of the printer.

  5. Press the Power button to turn on the printer.

  6. Try to print a test page. Refer to the steps on how to print a test page at the beginning of this document.

  • 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.

  1. Press the Power button to turn on the printer.

  2. Open the cartridge access door.

    Figure 8: Open the cartridge access door

    Image: Open the cartridge access door.
  3. Without turning off the printer, disconnect the power cord from the rear of the printer.

    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 printer to see where the carriage is stuck, and then check for any torn paper or other objects that might be stopping the carriage.

    NOTE: You might need a flashlight to illuminate areas for proper viewing.

    Figure 9: Example of obstruction

    Image: Example of obstruction
  6. Remove any loose paper or obstructions found.

  7. Reach inside the printer through the 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.

  8. Make sure that the carriage can move freely across the width of the printer. Firmly push the carriage to the left side of the printer, and then to the right side.

  9. Close the cartridge access door.

    Figure 10: Close the cartridge access door

    Image: Close the cartridge access door.
  10. Reconnect the power cord to the rear of the printer.

  11. Plug the power cord into the wall outlet or power strip.

  12. Press the Power button to turn on the printer.

  13. Try to print a test page. Refer to the steps on how to print a test page at the beginning of this document.

  • 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 printer 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 printer.

  2. Open the cartridge access door. The carriage moves to the center of the printer.

    Figure 11: Open the cartridge access door

    Image: Open the cartridge access 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 12: Remove the cartridge

    Image: Remove the cartridge.
    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 13: Do not touch the contacts or ink nozzles

    Image: Do not touch 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 14: Insert the cartridges into the carriage

    Image: Insert the cartridges into the carriage.
  2. Close the cartridge access door.

    Figure 15: Close the cartridge access door

    Image: Close the cartridge access door.
  3. Press the Power button to turn on the printer.

  4. Try to print a test page. Refer to the steps on how to print a test page at the beginning of this document.

  • 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 printer directly into a wall outlet

Plug the printer directly into a wall outlet to make sure that the power source functions correctly.

  1. Disconnect the power cord from the rear of the printer.

  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 rear of the printer.

  4. Try to print a test page. Refer to the steps on how to print a test page at the beginning of this document.

    NOTE: If the printer prints when plugged directly into a wall outlet, the power strip or surge suppressor might not be allowing enough voltage to reach the printer.
  • 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 six: Perform a power reset

Follow these steps to reset the printer.

  1. Press the Power button to turn on the printer.

  2. With the printer turned on, disconnect the power cord from the rear of the printer.

  3. Unplug the power cord from the wall outlet.

  4. Wait at least 15 seconds.

  5. Plug the power cord into the wall outlet.

  6. Reconnect the power cord to the rear of the printer.

  7. If the printer does not turn on by itself, press the Power button to turn it on.

  8. Try to print a test page. Refer to the steps on how to print a test page at the beginning 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 seven: Service the printer

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).

Provide feedback

Please rate the information on this page to help us improve our content. Thank you!