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HP ENVY 100 e-All-in-One Printer Series (D410) - 'Carriage Stall', 'Carriage Jam', or 'Alignment Failed' Error Message Displays During Alignment When Using A4 Size Paper

Issue

During a cartridge alignment using A4 size paper, one of these error messages displays: “Carriage Stall”, “Carriage Jam”, or “Alignment Failed”.

Solution one: Remove and then reload the paper

Follow these steps to remove and then reload the A4 paper.

Step one: Remove and then reload the paper

Remove the paper from the input tray, and then follow these steps to reload the paper.

  1. Grasp the lip on the paper tray, and then pull the tray towards you to extend it.

    Figure 1: Grasp the lip on the paper tray and pull the tray out

    Image:  Grasp the lip of the paper tray.
  2. Slide the paper width guide to its outermost position.

  3. Insert the stack of paper into the input tray with the short edge forward and the print side down.

  4. Push the stack of paper all the way forward, and then adjust the paper width guide so that it rests against the edge of the paper.

    Figure 2: Push the paper forward in the input tray

    Illustration:  Push the paper forward in the input tray.
  5. Push the tray forward to close it.

Step two: Align the cartridges

Select one of these methods to align the cartridges.

Method one: Align the product from the product control panel

  1. Touch Setup () on the product control panel.

  2. Touch Tools, and then touch Align Printer. The alignment process begins, and then the alignment page automatically prints.

Method two: Align the product from the computer

Follow these steps to align the product using the product software.

  1. Open the HP product software.

    • Windows XP: Click Start (), click All Programs, click HP, click the folder for your HP product, and then click the icon for your HP product ().

    • Windows Vista or Windows 7: Click the Windows icon (), click All Programs, click HP, click the folder for your HP product, and then click the icon for your HP product ().

    NOTE: You can also open the HP product software from your computer desktop: double-click the icon for your HP product ().

    The product software opens.

  2. In the product software, double-click Printer Actions ().

  3. Double-click Maintenance Tasks (). The HP Toolbox opens.

  4. On the Device Services tab, click Align Ink Cartridges (). The alignment process begins, and the alignment page automatically prints.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

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

Solution two: Update the firmware

Follow these steps to update the firmware.

Step one: Update the firmware

  1. Touch Setup () on the product control panel.

  2. Touch Web.

  3. Touch Product Updates.

  4. Touch Check for Product Updates.

  5. Follow the on-screen instructions to update the firmware.

Step two: Align the cartridges

Select one of these methods to align the cartridges.

Method one: Align the printer from the product control panel

  1. Touch Setup () on the product control panel.

  2. Touch Tools, and then touch Align Printer. The alignment process begins, and the alignment page automatically prints.

Method two: Align the printer from the computer

Follow these steps to align the product using the product software.

  1. Open the HP product software.

    Select your operating system:

    • Windows XP: Click Start (), click All Programs, click HP, click the folder for your HP product, and then click the icon for your HP product ().

    • Windows Vista or Windows 7: Click the Windows icon (), click All Programs, click HP, click the folder for your HP product, and then click the icon for your HP product ().

    NOTE: You can also open the HP product software from your computer desktop: double-click the icon for your HP product ().

    The product software opens.

  2. In the product software, double-click Printer Actions ().

  3. Double-click Maintenance Tasks (). The HP Toolbox opens.

  4. On the Device Services tab, click Align Ink Cartridges (). The alignment process begins, and then the alignment page automatically prints.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the workaround.

Workaround: Align the product with letter size paper

Temporarily load letter size paper to align the cartridges.

Step one: Load letter size paper

Remove the A4 size paper from the input tray, and then follow these steps to temporarily load letter size paper.

  1. Grasp the lip on the paper tray, and then pull the tray towards you to extend it.

    Figure 3: Grasp the lip on the paper tray and pull the tray out

    Image:  Grasp the lip of the paper tray.
  2. Slide the paper width guide to its outermost position.

  3. Insert the stack of paper into the input tray with the short edge forward and the print side down.

  4. Push the stack of paper all the way forward, and then adjust the paper width guide so that it rests against the edge of the paper.

    Figure 4: Push the paper forward in the input tray

    Illustration:  Push the paper forward in the input tray.
  5. Push the tray forward to close it.

Step two: Align the cartridges

Choose one of the following methods to align the product.

Method one: Align the product from the product control panel

  1. Touch Setup () on the product control panel.

  2. Touch Tools, and then touch Align Printer. The alignment process begins, and the alignment page automatically prints.

Method two: Align the product from the computer

Follow these steps to align the product using the product software.

  1. Open the HP product software:

    • Windows XP: Click Start (), click All Programs, click HP, click the folder for your HP product, and then click the icon for your HP product ().

    • Windows Vista or Windows 7: Click the Windows icon (), click All Programs, click HP, click the folder for your HP product, and then click the icon for your HP product ().

    NOTE: You can also open the HP product software from your computer desktop: double-click the icon for your HP product ().

    The product software opens.

  2. In the product software, double-click Printer Actions ().

  3. Double-click Maintenance Tasks (). The HP Toolbox opens.

  4. On the Device Services tab, click Align Ink Cartridges (). The alignment process begins, and then the alignment page automatically prints.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

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

Solution three: 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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