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A 'Carriage Jam' Message Displays for HP Deskjet Ink Advantage 6520 e-All-in-One and HP Photosmart 6520 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 does 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 the HP Photosmart 6520 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 reset the printer and to print a test page.

Step one: Reset the All-in-One

  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. On the printer control panel, touch the Settings icon ().

  3. Touch Tools, and then touch Printer Status Report. The printer prints the 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 and output tray areas

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

  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. Disconnect the USB cable from the rear of the printer if you have a USB connection to the computer.

  4. Remove the output tray.

  5. Remove any loose sheets of paper from the input tray.

  6. Gently remove any jammed paper and bits of torn paper from the input and output tray areas inside the printer. 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 printer. If any torn pieces of paper remain inside the printer, more jams are likely to occur.
  7. Continue to the next step to check for any other jammed paper.

Step two: Clear any jammed paper from the cartridge access area

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

  1. Open the cartridge access door.

    Figure 1: Open the cartridge access door

    Image: Open the cartridge access door.
  2. Locate the cartridge access area.

    Figure 2: The cartridge access area

    Image: The cartridge access area.
  3. 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 printer. If any torn pieces of paper remain inside the printer, more jams are likely to occur.

Step three: Clear any jammed paper from the duplexer

Follow these steps to remove any jammed paper from the duplexer.

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

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

    Figure 3: Locate the cleanout door

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

    Figure 4: Remove the cleanout door from the printer

    Image: Remove the cleanout door from the printer.
    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 printer, more jams are likely to occur.

    Figure 5: Remove any jammed paper from the cleanout area

    Image: Remove any jammed paper from the cleanout area.
  5. Press the duplexer cover hole with your finger, and then use your thumb to lift up the front of the duplexer cover.

    Figure 6: Lift up the duplexer cover

    Image: Lift up the duplexer cover.
  6. Hold up the duplexer cover with one hand, and then gently remove any jammed paper and bits of torn paper with the other hand.

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

    Figure 7: Hold up the duplexer cover while you remove any jammed paper

    Image: Hold the duplexer cover up and remove any jammed paper.
    1 - Hold up the duplexer cover
    2 - Remove any jammed paper
  7. Let the duplexer cover fall back into place, and then reinsert the cleanout door. Gently push the door into the cleanout area until both latches snap into place.

  8. Close the cartridge access door.

    Figure 8: Close the cartridge access door

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

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

Step four: Print a Printer Status Report

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

How to print a Printer Status Report

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

  2. On the printer control panel, touch the Settings icon ().

  3. Touch Tools, and then touch Printer Status Report. The printer prints the page.

  • 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 moves freely across the width of the printer.

Step one: Check the carriage path for obstructions

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

  2. Open the cartridge access door.

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

    Figure 9: Open the cartridge access door

    Image: Open the cartridge 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: 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 printer. If any torn pieces of paper remain inside the printer, 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 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 objects that you find.

  8. Make sure that the carriage moves freely across the width of the printer by gently pushing the carriage to the left, and then to the right.

Step two: Make sure that the cartridges are vented properly

If the carriage can move freely and the printer is new and out of the box, then follow these steps to make sure that the cartridges are vented properly.

  1. Press the tab on the front of the cartridge inward to release it, and then pull up on the cartridge to remove it from the slot.

    Figure 10: Remove the cartridge from the slot

    Image: Remove the cartridge from the slot
  2. Locate the vent area on the top of the cartridge.

    Figure 11: Vent area on top of the cartridge

    Image: Vent area on top of the cartridge
    • If an orange pull tab is still attached to the cartridge, remove it.

      Figure 12: Orange pull tab

      Image: Orange pull tab
  3. Check the vent to make sure that it is not clogged

    Figure 13: Clogged vent

    Image: Clogged vent

    Figure 14: Clean vent

    Image: Clean vent
  4. If the vent is clogged, clean it carefully with a pin.

  5. With the nozzle and contacts facing down, slide the cartridge into its slot, and then press down on the cartridge until it clicks into place.

    Figure 15: Reinsert the cartridge

    Image: Reinsert the cartridge
  6. Repeat these steps to inspect and clean the vent on each cartridge.

  7. Close the cartridge access door.

    Figure 16: Close the cartridge access door

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

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

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

Step three: Print a Printer Status Report

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

How to print a Printer Status Report

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

  2. On the printer control panel, touch the Settings icon ().

  3. Touch Tools, and then touch Printer Status Report. The printer prints the 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 four: Make sure that the posts in the cartridge parking area are not blocking the carriage

The carriage might move freely to the left and right even though the error displays on the control panel. Follow these steps to check if the posts are blocking the carriage.

Step one: Make sure that the posts in the cartridge parking area are not blocking the carriage

NOTE: Consider using gloves to perform these steps.
  1. Unplug the power cord from the power source or electrical outlet.

  2. Open the cartridge access door.

    Figure 17: Open the cartridge access door

    Image: Open the cartridge access door.
  3. Reach into the cartridge access area, and then manually move the carriage to the left of the printer and then the right. The carriage should move completely underneath the cover on the right side of the printer.

    • If you cannot move the carriage completely underneath the cover on the right side of the printer, continue with these steps.

      Figure 18: Example of the carriage partially under the cover on the right side of the printer

      Image: Example of the carriage partially under the cover on the right side of the printer.
    • If you can move the carriage underneath the cover on the right side of the printer, skip to the next step to print a status report .

      Figure 19: Example of the carriage resting underneath the cover on the right side of the printer

      Image: Example of the carriage resting under the cover.
  4. Move the carriage to the left side of the printer, and then use a flashlight to look inside the printer under the right cover.

    Figure 20: Example showing where to look under the printer cover

    Image: Example showing where to look under the printer cover.
  5. Make sure that the posts are not blocking the carriage from moving all the way to the right.

    Figure 21: Example of posts that might be blocking the carriage

    Image: Example of the posts blocking the carriage.
  6. Use a long, slim object (such as the eraser-end of a pencil) to gently push in the post.

    Figure 22: Example of pushing in the post with a pencil

    Image: Example of pushing in the post with a pencil.
  7. Reach into the cartridge access area, and then manually move the carriage to the right of the printer. The carriage should move under the printer cover.

    WARNING: Do not lift up on the carriage.

    Figure 23: Push the carriage to the right

    Image: Push the carriage to the right.

    Figure 24: Example of the carriage resting under the cover

    Image: Example of the carriage resting under the cover.
  8. Close the cartridge access door.

    Figure 25: Close the cartridge access door

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

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

  11. If the printer does not turn on automatically, 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.

How to print a Printer Status Report

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

  2. On the printer control panel, touch the Settings icon ().

  3. Touch Tools, and then touch Printer Status Report. The printer prints the 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 five: Make sure that the cartridges are not touching the printer housing

Follow these steps to make sure that the carriage is not elevated and the cartridges do not touch the printer housing.

Step one: Check the carriage and the cartridges

  1. Press the Power button to turn on the printer, if it is not already on.

  2. Open the cartridge access door.

    Figure 26: Open the cartridge access door

    Image: Open the cartridge access door.
  3. Check to see if the carriage has moved into the cartridge access area.

    Figure 27: The carriage in the cartridge access area

    Image: The carriage in the cartridge access area
    • If the carriage has moved into the cartridge access area, skip to the next solution.

    • If the carriage is stuck under the printer cover, continue with these steps.

  4. If the carriage is stuck, check to see if the cartridges are jammed against the printer cover.

    Figure 28: The cartridges are jammed against the printer cover

    Image: The cartridges are jammed against the printer cover.

    The cartridges are seated properly if there is a gap between the cartridges and the printer cover. Continue to the next solution.

    Figure 29: Properly installed cartridges with a gap

    Image: Properly installed cartridges with a gap.
  5. Press the Power button to turn off the printer.

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

  7. Gently press down on the carriage with one hand, and then use the other hand to slide the carriage to the left so that the top of the magenta cartridge is visible.

    Figure 30: Pull the carriage to the left while pressing down

    Image: Pull the carriage to the left while pressing down

    When you can see the magenta cartridge, the carriage should drop down slightly, and you might hear a small click. This is expected behavior and indicates that the carriage is released.

    Figure 31: The magenta cartridge

    Image: The magenta cartridge
  8. Push the carriage back to the right while maintaining downward pressure on the carriage. You should be able to push the carriage all the way under the printer cover.

    Figure 32: Push the carriage under the printer housing.

    Image: Push the carriage under the printer housing
  9. Reconnect the power cord to the rear of the printer.

  10. Press the Power button to turn on the printer. The carriage moves into the cartridge access area.

    Figure 33: The carriage in the cartridge access area

    Image: The carriage in the cartridge access area
  11. Close the cartridge access door.

    Figure 34: Close the cartridge access door

    Image: Close the cartridge access door.

Step two: Print a Printer Status Report

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

How to print a Printer Status Report

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

  2. On the printer control panel, touch the Settings icon ().

  3. Touch Tools, and then touch Printer Status Report. The printer prints the 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 six: 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 reinsert the cartridges.

Step one: Remove and reinsert the cartridges

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

  2. Open the cartridge access door. The carriage moves to the access area.

    Figure 35: Open the cartridge access door

    Image: Open the cartridge access door.
  3. Press the tab on the front of the cartridge in to release it, and then pull up on the cartridge to remove it from the slot.

    Figure 36: Remove the cartridge from the slot

    Image: Remove the cartridge from the slot.
  4. With the nozzle and contacts facing down, reinsert the cartridge into its slot. Press down on the cartridge until it clicks into place.

    Figure 37: Reinsert the cartridge

    Image: Insert the cartridge.
  5. Repeat these steps to remove and reinsert the other cartridges.

  6. Close the cartridge access door.

    Figure 38: Close the cartridge access door

    Image: Close the cartridge access door.

Step two: Print a Printer Status Report

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

How to print a Printer Status Report

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

  2. On the printer control panel, touch the Settings icon ().

  3. Touch Tools, and then touch Printer Status Report. The printer prints the page.

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

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

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 Printer Status Report

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

How to print a Printer Status Report

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

  2. On the printer control panel, touch the Settings icon ().

  3. Touch Tools, and then touch Printer Status Report. The printer prints the page.

  • If these steps resolved the issue, and the test page prints, you can stop troubleshooting.

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

Solution eight: 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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