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HP Photosmart 5510 e-All-in-One Printer Series - A 'Paper Jam' Message Displays on the Control Panel

Issue

During printing, the product stops feeding pages, and the error message 'Paper Jam. Clear jam, and then press OK ' displays on the product control panel. The Power button light ( ) might also blink fast.

Click the plus sign ( ) for more information.

Experiencing frequent or recurring paper jams?

The following recommendations can help prevent recurring paper jams in your HP product:

  • Do not put any objects (such as paper clips, coins, or rubber bands) on top of the HP product that could potentially fall inside the input tray.

  • Before loading paper in the tray, hold the stack of paper, and then tap the bottom edge on a flat surface so that the stack is even on all sides.

  • Make sure that the width adjusters on the tray are correctly positioned before inserting paper into the product.

    CAUTION: Do not force paper into the tray.
  • Do not overload the tray with paper.

  • Only add paper to the tray when the product is not printing.

  • Make sure that the HP product supports the paper type. See the documentation that came with the HP product for more information.

  • Do not print on paper with paper clips or staples attached.

  • Do not use paper that is bent, torn, dusty, damp, wrinkled, curled, or paper that does not lie flat.

  • Use only one type of paper at a time. Do not mix different types, weights, or sizes of paper.

  • Do not use paper that is too thin, too thick, or too glossy for the product.

Causes

The following factors can cause paper jams:

  • Foreign objects (such as paper clips, coins, or rubber bands) might have fallen into the input tray.

  • Paper loaded incorrectly in the paper tray.

  • Damaged or dirty paper rollers.

  • Torn, wrinkled, or damp paper loaded in the paper tray.

  • The access door (on the rear or underside of the product) might not be closed securely.

  • Paper was added to a stack already in the tray while the HP product was printing.

  • The tray contains more than one type of paper.

  • The paper is jammed inside the HP product where you cannot see it.

  • An obstruction is blocking the paper path.

  • Torn pieces of paper from a previous jam are stuck in the product.

  • The tray is too full.

  • If printing on an envelope, the edges of the envelope are bent.

Important : You must follow these solutions in the order presented to resolve the issue.

When one of the solutions resolves the issue, there is no need to continue troubleshooting.

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

Follow these steps to restart the product, and then try to print a self-test report.

Step one: Turn the All-in-One off and on

  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 which can last up to one minute. Wait until the product is idle and silent before continuing.

Step two: Print a self-test report

Print a self-test report to make sure that the hardware functions correctly.

  1. On the product-control panel, touch the Right Arrow ( ), and then touch the Setup icon ( ).

  2. Touch Tools , and then touch Printer Status Report . The product prints the report.

    Figure 1: Printer Status Report

    Image of the Printer Status Report
  • 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 the jam from the All-in-One

Follow these steps to clear a paper jam from the tray or from inside the product.

Step one: Clear the jam from the tray

If any jammed paper is accessible from the paper tray, follow these steps to remove the paper.

  1. Remove any loose sheets of paper from the tray.

  2. Gently remove any jammed paper and bits of torn paper from the tray. To avoid tearing any whole sheets of paper, pull the paper with both hands.

    NOTE: Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the tray. If any torn pieces of paper remain inside the product, more jams are likely to occur.
  3. Touch OK .

  • If these steps resolved the issue , there is no need to continue troubleshooting.

  • If the issue persists , see the next step.

Step two: Clear the jam from the cartridge access area

Follow these steps to remove any jammed paper from the cartridge access area.

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

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

    WARNING: You must disconnect the power cord before reaching inside the HP product to avoid risk of injuries or electric shock.
  3. Disconnect the USB cable from the rear of the product if you have a USB connection to the computer.

  4. Open the cartridge access door.

    Figure 2: Open the cartridge access door

    Image: Opening the cartridge access door
  5. Locate the cartridge access area.

    Figure 3: Locate the cartridge access area

    Image: The cartridge access area
  6. Gently remove any jammed paper and bits of torn paper from the cartridge access area. To avoid tearing any whole sheets of paper, pull the paper with both hands.

    NOTE: Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the product, more jams are likely to occur.

Step three: Clear the jam from inside the cleanout door

Follow these steps to remove jammed paper from inside the cleanout door.

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  1. Make sure that the power is off and that the power cord is disconnected from the rear of the product.

  2. With the cartridge access door open, locate the cleanout door. The door is behind the cartridge access area.

    Figure 4: Locate the cleanout door

    Image: The cleanout door
  3. Pull the cleanout door up and out to remove it from the product.

    Figure 5: Remove the cleanout door from the product

    Image: Removing the cleanout door from the product
    1 - Lift the cleanout door up
    2 - Pull the cleanout door out
  4. Gently remove any jammed paper and bits of torn paper. To avoid tearing any whole sheets of paper, pull the paper with both hands.

    NOTE: Use a flashlight to thoroughly check for torn pieces of paper that might remain in the cleanout area. If any torn pieces of paper remain inside the product, more jams are likely to occur.

    Figure 6: Remove paper from the cleanout area

    Image: Removing paper from the cleanout area
  5. Reinsert the cleanout door. Gently push the door into the cleanout area until both latches snap into place.

  6. Close the cartridge access door.

    Figure 7: Close the cartridge access door

    Image: Closing the cartridge access door

Step four: Clear the jam from underneath the All-in-One

If you are unable to remove jammed paper from the cartridge access area or from inside the cleanout door, follow these steps to clear the jam from underneath the product.

  1. Press the Power button ( ) to turn off the product if it is not off already.

  2. Disconnect the power cord from the rear of the product if it is not disconnected already.

  3. Turn the product onto its left side so that you can access its underside.

  4. Slide the paper tray out until it stops.

  5. Gently remove any jammed paper and bits of torn paper. To avoid tearing any whole sheets of paper, pull the paper with both hands.

    NOTE: Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the product, more jams are likely to occur.

    Figure 8: Remove paper from underneath the product

    Image: Remove paper from  underneath the product
  6. Slide the tray in until it stops.

  7. Turn the product over to its normal position.

  8. Open the cartridge access door, and then look inside the product for any loose objects that might have shifted when the product was turned over. Remove any loose objects found.

  9. Close the cartridge access door.

  10. Reconnect the power cord to the rear of the product.

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

Step five: Print a self-test report

Print a self-test report to make sure that the hardware functions correctly.

How to print a self-test report

  1. On the product-control panel, touch the Right Arrow ( ), and then touch the Setup icon ( ).

  2. Touch Tools , and then touch Printer Status Report . The product prints the report.

  • 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 can move freely

Follow these steps to make sure that the carriage moves freely across the width of the product.

Step one: Check the carriage path for obstructions

  1. Press the Power button ( ) to turn on the product if it is not on already.

  2. Open the cartridge access door.

    NOTE: The carriage might try to move into the access area. If it does, allow it to move to that position.

    Figure 9: Open the cartridge access door

    Image: Opening the cartridge access door
  3. With the product turned on , disconnect the power cord from the rear of the product.

  4. Unplug the power cord from the power source or electrical outlet.

    WARNING: To avoid the risk of electrical shock, you must unplug the power cord before moving the carriage by hand and resetting the paper feed mechanism.
  5. Check for and remove any loose paper or objects that might be restricting the carriage.

    NOTE: Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the product, more jams are likely to occur.
  6. Reach into the cartridge access area, 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.

  7. Remove any loose paper or objects found.

  8. 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.

  9. Close the cartridge access door.

  10. Reconnect the power cord to the rear of the product.

  11. Plug the power cord back into the power source or electrical outlet.

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

Step two: Print a self-test report

Print a self-test report to make sure that the hardware functions correctly.

How to print a self-test report

  1. On the product-control panel, touch the Right Arrow ( ), and then touch the Setup icon ( ).

  2. Touch Tools , and then touch Printer Status Report . The product prints the report.

  • 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: Clean the paper rollers

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues. Follow these steps to clean the paper feed rollers.

Step one: Clean the rollers

  1. Gather the following materials:

    • A clean, lint-free swab that will not come apart or leave fibers

    • Distilled, filtered, or bottled water (tap water might damage the product)

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

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

  4. Open the cartridge access door.

    Figure 10: Open the cartridge access door

    Image: Opening the cartridge access door
  5. Pull the cleanout door up and out to remove it from the product.

    Figure 11: Remove the cleanout door from the product

    Image: Removing the cleanout door from the product
    1 - Lift the cleanout door up
    2 - Pull the cleanout door out
  6. Lightly dampen the swab with the water, and then squeeze any excess liquid from the swab.

  7. Press the swab against the rollers inside the product, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.

    Figure 12: Clean the rollers inside the product

    Image: Clean the rollers inside the product
  8. Allow the rollers to dry for 10 to 15 minutes.

  9. Check the rollers on the cleanout door. Make sure that the rollers are not missing, that they turn easily, and that they are springy when you press them. If the rollers are damaged, replace the door.

    Figure 13: Check the rollers on the cleanout door

    Image: Check the rollers on the cleanout door
  10. Reinsert the cleanout door. Gently push the door into the cleanout area until both latches snap into place.

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

  12. If the product does not turn on automatically, press the Power button ( ) to turn it on.

Step two: Print a self-test report

Print a self-test report to make sure that the hardware functions correctly.

How to print a self-test report

  1. On the product-control panel, touch the Right Arrow ( ), and then touch the Setup icon ( ).

  2. Touch Tools , and then touch Printer Status Report . The product prints the report.

  • 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: Reset the All-in-One

Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Follow these steps to reset the HP product, which will clear a false paper jam error.

Step one: Perform a power reset

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

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

  3. Unplug the power cord from the wall outlet.

  4. Wait at least 15 seconds.

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

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

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

Step two: Print a self-test report

Print a self-test report to make sure that the hardware functions correctly.

How to print a self-test report

  1. On the product-control panel, touch the Right Arrow ( ), and then touch the Setup icon ( ).

  2. Touch Tools , and then touch Printer Status Report . The product prints the report.

  • 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 continue to experience an issue with your product , then the issue is not related to the hardware.

    • Experiencing another issue?

      Try searching for the specific symptom or message you are experiencing.

      1. Scroll to the top of the current web page and find the Search boxes.

        Figure 14: Example of Product and Question Search boxes

        Image: Example of Product and Question Search boxes.
      2. Type the name of your HP product in the Product search box.

      3. In the Question or keywords search box, type the specific symptom or message you are experiencing, and then press Enter .

  • If the product does not print a test page , there is an issue with the product hardware. Continue to the next solution.

Solution six: Service the All-in-One

Service the Product - Contextual Wrapper

There might be a problem with the product hardware or a component may not be functioning correctly. The next step is to service the product.

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.

  • If your product is out of warranty , fees might apply for contacting HP.

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.

  • If your product is out of warranty , click here to view additional printer support options starting as low as $20.

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