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A 'Paper Jam' Error Displays on the HP Deskjet 3510 and HP Deskjet Ink Advantage 3510 e-All-in-One Printer Series

Issue

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

NOTE: Paper jams can be real or false. The printer might report a paper jam even when there is no jammed paper. The following steps apply to both real and false paper jams.

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.

Video of clearing a paper jam

The following video deomonstrates how to clear a paper jam.

NOTE: This video shows an HP Deskjet 3512 e-All-in-One Printer, but 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 .

Solution one: Reset the printer

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

Step one: Reset the printer

Follow these steps to reset the printer.

  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 Printer Status Report

Print a test page to make sure that the hardware functions correctly.

  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

  2. Press the Down Arrow () to select Settings, and then press OK.

  3. Press the Down Arrow () to select Tools, and then press OK.

  4. Press OK to print a Printer Status Report.

    Figure 1: Example of a test page

    Image: Example of a test page
  • 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

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

Step one: Clear the jam from the input tray

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

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

  3. Locate the input tray on the rear of the printer.

  4. Pull the paper gently out of the input tray to remove the paper jam.

    Figure 2: Remove the paper jam from the input tray

    Image: Remove paper jam from the input tray
  5. 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 printer, more jams are likely to occur.

Step two: Remove any loose paper, debris, or foreign objects from the trays

  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.

    WARNING: You must disconnect the power cord before you reach inside the HP printer to avoid risk of injuries or electric shock.
  4. Remove any loose sheets of paper from the input tray.

  5. Look inside the input tray, and then remove any foreign materials such as paper clips, debris, or other objects that might have fallen inside.

    NOTE: You might need a flashlight to illuminate the area.

    Figure 3: Look inside the input tray and remove any foreign objects or debris

    Image: Look inside input tray.
  6. Use your fingers to move the pick mechanism located inside the input tray, and then remove any foreign objects or debris.

    Figure 4: Move the pick mechanism inside the input tray and remove any foreign objects

    Image: Move the pick mechanism inside the input tray.
    CAUTION: Make sure that there are no foreign materials that remain inside the input tray as this could result in further paper jams or damage to the printer.
  7. If you do not see any debris, tilt the printer on its side, move the pick mechanism, and then remove any foreign objects. Debris might fall out of the printer.

    Figure 5: Tilt the printer on its side, move the pick mechanism, and then remove any foreign objects found

    Image: Tilt the printer on its side, move the pick mechanism, and then remove any foreign objects found.
  8. If debris does not fall out, look inside the input tray, and then remove any foreign materials such as paper clips or other objects that might have fallen inside.

  9. Return the printer to its normal position.

    Figure 6: Return the printer to its normal position

    Image: Turn the printer to its normal position.
  10. Remove any loose sheets of paper or foreign material from the output tray.

    Figure 7: Remove any loose paper from the output tray

    Image: Remove any loose paper.

Step three: Clear the jam from the output tray

Follow these steps to clear the jam from the output tray.

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

  2. Unplug the power cord from the wall outlet.

  3. Locate the output tray in the front of the printer.

  4. Pull the paper gently out of the output tray to remove the paper jam.

    Figure 8: Remove the paper jam from the output tray

    Image: Remove the paper jam from the output tray
  5. 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 printer, more jams are likely to occur.

Step four: 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 printer if it is not off already.

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

  3. Open the cartridge access door.

    Figure 9: Open the cartridge access door

    Image: Opening the cartridge access door
  4. Gently remove any jammed paper from inside the printer.

    Figure 10: Remove jammed paper from inside the printer

    Image: Removing jammed paper from inside the printer
  5. Close the cartridge access door.

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

  7. Press the Power button () to turn on the printer.

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

Follow these steps to clear the jam from underneath the printer.

  1. Make sure that the printer is off and that the power cord is disconnected.

  2. Tilt the printer and rest it on its backside, so that the bottom of the printer is facing you.

    CAUTION: Do not turn the printer upside down because ink might leak from the cartridges.

    Figure 11: Tilt the printer to rest on its backside

    Image: Tilt the printer to rest on its backside.
  3. Press in both of the tabs to open the cleanout door.

    Figure 12: Open the cleanout door on the underside of the printer

    Image: Open the cleanout door by pressing in both of the tabs.
  4. Gently remove any jammed paper or foreign materials from the inside of the printer.

    Figure 13: Remove jammed paper from the inside the printer

    Image: Remove jammed paper from the inside the printer.
    NOTE: If the paper tears while removing it, check inside the door for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more paper jams might occur.
  5. To close the cleanout door, gently push the door forward until it snaps into place.

    Figure 14: Close the cleanout door

    Image: Close the cleanout door.
  6. Tilt the printer back to its normal position.

  7. Look inside the input tray for any foreign objects that might have shifted when the printer was tilted back, and then remove any foreign objects found.

    Figure 15: Look inside the input tray and remove any foreign objects found

    Image: Look inside the input tray.

Step six: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.

How to print a test page

  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

  2. Press the Down Arrow () to select Settings, and then press OK.

  3. Press the Down Arrow () to select Tools, and then press OK.

  4. Press OK to print a Printer Status 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 printer.

  1. If the printer is not turned on, press the Power button to turn it on.

  2. Open the cartridge access door. The carriage moves to the center of the printer. Wait until the carriage is idle and silent before continuing.

    Figure 16: Open the cartridge access door

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

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

    WARNING: You must unplug the power cord to move the carriage by hand and reset the paper feed mechanism without the risk of electrical shock.
  5. Check for any paper or objects that might be restricting the carriage, and then remove any paper or objects that you find.

    CAUTION: If the paper tears when you remove it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams can occur.
  6. 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.

  7. Remove any loose paper or obstructions found.

  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 17: 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 back into the power source or electrical outlet.

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

Step two: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.

How to print a test page

  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

  2. Press the Down Arrow () to select Settings, and then press OK.

  3. Press the Down Arrow () to select Tools, and then press OK.

  4. Press OK to print a Printer Status Report.

  • If these steps resolved the issue, and the self-test report 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 self-test report does not print, continue with the next solution.

Solution four: Clean the paper rollers inside the cartridge access area

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

Follow these steps to clean the rollers.

  1. Gather the following materials:

    • A long, lint-free cotton swab

    • 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 back of the product.

  4. Raise the input tray.

    Figure 18: Raise the input tray

    Image: Raising the input tray
  5. Look down through the open input tray and find the gray paper pick rollers. You might need a flashlight to illuminate the area.

    Figure 19: Paper pick rollers

    Photo: paper pick rollers
  6. Dampen a long cotton swab with bottled or distilled water, and then squeeze any excess water from the cloth.

  7. Press the swab against the rollers and rotate them upward with your fingers. Apply a moderate amount of pressure to remove dust or dirt buildup.

  8. Allow the rollers to dry for 10 or 15 minutes.

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

  10. If the HP product does not turn on, press the Power button ().

Step two: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.

How to print a test page

  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

  2. Press the Down Arrow () to select Settings, and then press OK.

  3. Press the Down Arrow () to select Tools, and then press OK.

  4. Press OK to print a Printer Status 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 printer, then the issue is not related to the hardware.

    • Experiencing another issue?

      If your printer prints a test page and there is still an issue with your printer, go to the support page for your printer , and then browse for the appropriate support document to troubleshoot the issue.

      If you see a prompt to Enter a product name/number in the search box, follow these steps to go to your printer's home page:

      1. Type your printer name and number in the search box, and then click Search.

      2. If necessary, click your model in a list of similar printers.

      3. Search your printer's home page for topics to help resolve the issue.

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

Solution five: 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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