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A 'Carriage Jam' Message Displays for HP Deskjet 3510 and HP Deskjet Ink Advantage 3510 e-All-in-One Printer Series

Issue

A 'Carriage Jam: Clear carriage jam' 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 will not print.

  • The print job stops unexpectedly.

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

When one of the solutions resolves the issue, you can stop troubleshooting.

Video of clearing a carriage jam

The following video demonstrates how to clear a carriage 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 All-in-One

Follow these steps to restart the printer, and then try to print a test page.

Step one: Reset the All-in-One

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 test page

Follow these steps to 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 any jammed paper

A paper jam can cause the carriage to stall. Follow these steps to clear any jammed paper.

Step one: Clear any jammed paper from the input tray

Follow these steps to clear any jammed paper 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.

    WARNING: You must disconnect the power cord before reaching inside the printer to avoid risk of injuries or electric shock.
  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 any loose 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: 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, if it is not off already.

  2. Disconnect the power cord from the rear of the printer, if it has not been disconnected already.

  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 3: 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 three: Clear any jam from the cartridge access area

If you cannot remove the jam from the base or inside the printer, follow these steps to remove the paper jam from the front.

  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 4: Open the cartridge access door

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

    Figure 5: 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 four: Clear any jam from underneath the All-in-One

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

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

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

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

  4. Turn the printer so that you can access its underside (base).

    CAUTION: Before turning the printer, use your hand to secure the scanner lid.
  5. Press in the tabs on either side of the cleanout door to open it.

    Figure 6: Open the cleanout door on the base of the printer

    Image: Opening the cleanout door
  6. Gently remove any jammed paper from inside the printer.

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

    Figure 7: Remove jammed paper from inside the printer

    Image: Removing jammed paper from inside the printer
  7. Reattach the cleanout door. Gently push the door forward until it snaps into place.

    Figure 8: Reattach the cleanout door

    Image: Reattaching the cleanout door
  8. Turn the printer over to its normal position.

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

  10. Close the cartridge access door.

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

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

Step five: Print a test page

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

How to print a test page

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.

  • 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 moves freely

Follow these steps to make sure that the carriage can move freely.

Step one: Check the carriage path for obstructions

Follow these steps to check the carriage path for obstructions.

  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 9: 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 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 back into the power source or electrical outlet.

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

Step two: Print a test page

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.

  • 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 reinsert 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 reinsert the cartridges.

  1. Press the Power button () to turn on the printer, if it is not already turned on. Wait until the printer is idle and silent before continuing.

  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 11: Open the cartridge access door

    Image: Opening the cartridge access door
  3. Press down on the cartridge to release it, and then pull the cartridge out to remove it from its slot.

    Figure 12: Remove the cartridge

    Graphic: Remove the cartridge
    CAUTION: Do not touch the copper-colored contacts or the ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.

    Figure 13: Do not touch the contacts or nozzles

    Graphic: Do not touch the contacts or nozzles
  4. Check for obstructions under and around the carriage. Clear any obstructions you find. You might need a flashlight to illuminate areas for proper viewing.

  5. Hold the cartridge by its sides with the nozzles toward the printer, and then insert the cartridge into its slot. Make sure that the icon on the cartridge matches the icon on the slot.

    • The tri-color cartridge goes in the slot on the left.

    • The black cartridge goes in the slot on the right.

    Figure 14: Insert the cartridge into its slot

    Image: Inserting the cartridge into its slot
  6. Push the cartridge forward into its slot until it snaps into place.

    Figure 15: Snap the cartridge into place

    Graphic: Snap the cartridge into place
  7. Close the cartridge access door.

    Figure 16: Close the cartridge access door

    Graphic: Close the cartridge access door

Step two: Print a test page

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.

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

  • If the test page does not print, continue with the next solution.

Solution fivou une: Plug the All-in-One directly into a wall outlet

Follow these steps to plug the printer directly into a wall outlet and print a test page report.

Step one: Plug the All-in-One directly into a wall outlet

Plug the printer directly into an electrical outlet to make sure that the power source functions correctly.

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

  2. Unplug the power cord from any power strip or surge suppressor.

  3. Plug the power cord directly into an electrical outlet.

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

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

Step two: Print a test page

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 six: 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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