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HP PSC 2100, 2170, and 2210 All-in-One Printer Series - 'Open Door, Clear Carriage Jam, and then Press Enter' Error Message Displays on the All-in-One

Issue

The error 'Open Door, Clear Carriage Jam, and then Press Enter ' displays on the product.

The following symptoms might also accompany this error:

  • The product will not print.

  • Printing stops unexpectedly.

  • The carriage is stuck and does not move.

  • The product makes a loud grinding noise.

How to use the solutions in this document

To resolve the issue, try each solution in this document in the order presented.

IMPORTANT : Each time you try a solution, try to print a self-test report to determine if the hardware is functioning correctly. To print a self-test report, use the steps in the following table.

How to print a self-test report
  1. Press Setup on the product control panel.

    The Setup menu displays.

  2. Press the Right Arrow ( ) until Print Report displays, and then press OK . The Print Report menu displays.

  3. Press the Right Arrow ( ) until Self-Test Report displays, and then press OK . The self-test report prints.

    Figure 1: Self-test report

    Screen capture of self-test report
NOTE: Refer back to the steps in this table after attempting each solution.

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

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

  2. Wait 15 seconds.

  3. Press the Power button ( ) to turn the product on again.

    NOTE: The product might go through a warm-up period of up to two minutes. The product lights might flash and the carriage might move. Wait until the warm-up period is complete before proceeding.
  4. Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.

  • If these steps resolved the issue , and the self-test report prints , there is no need to continue troubleshooting.

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

  • If the self-test report does not print , continue with the next solution.

Solution two: Clear any paper jam

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

Step one: Remove any loose paper from the input tray

Remove any loose paper from the input tray and output tray.

CAUTION: Do not remove jammed paper at this stage. Trying to clear a paper jam from the front of the product can damage the print mechanism.

Step two: Clear the paper jam from the back of the All-in-One

The following animation demonstrates the steps for clearing a paper jam from the back of the product. The product shown in the animation is the Photosmart C4100, but the steps are the same for the HP PSC 2100, 2170, and 2210 All-in-One printer series.

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Use the following steps to check for and remove jammed paper from the back of the product.

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

  2. Disconnect the USB or Ethernet cable from the back of the product.

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

  4. Open the rear access door. Press in the tab on the left side of the rear door to release it, and then pull the door away from the product.

    Figure 2: Open the rear access door

    Illustration of opening the rear access door
  5. Look for any jammed paper inside the rear access area. If you find any, grasp the jammed paper with both hands, and then pull it out of the product

  6. Remove any paper from the top zone of the paper path.

    Figure 3: Top zone of paper path

    Photograph indicating top zone of paper path
  7. Reattach the rear access door. Gently push the door forward until it snaps into place.

CAUTION: If the paper tears while removing it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the device, more paper jams are likely to occur.

Step three: Clear the jam from the front of the All-in-One

If you cannot remove the paper jam from the back of the product, follow these steps to remove the paper jam from the front.

  1. Open the cartridge door.

    Figure 4: Open the cartridge door

  2. Gently pull the paper out of the rollers.

    NOTE: Remove paper from the front of the product as carefully as possible. If any torn pieces of paper remain inside the product, more paper jams are likely to occur, and this could damage the print mechanism.
  3. Close the cartridge door.

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

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

  6. Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.

  • If these steps resolved the issue , and the self-test report prints , there is no need to continue troubleshooting.

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

  • If the self-test report does not print , continue with the next solution.

Solution three: Make sure that the carriage moves freely

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

  2. Open the cartridge door. The carriage might try to move into the access area. Allow it to move to that position.

    Figure 5: Open the cartridge door

  3. Without turning off the product, unplug the power cord from the back of the product.

    CAUTION: You must disconnect the power cord to move parts by hand without the risk of an electrical shock.
  4. Disconnect the power cord from the wall outlet.

  5. Look inside the product to see where the carriage is stuck, and then check for any torn paper or other obstructions that might be restricting the carriage.

    NOTE: You might need a flashlight to illuminate some areas inside the product.

    Figure 6: Paper jam on the left side of the carriage

    Photograph of paper jam on left side of carriage

    Figure 7: Paper jam on the right side of the carriage

    Photograph of paper jam on the right side of the carriage

    Figure 8: Paper jam in the cartridge service area

    Photograph of paper jam in the cartridge service area
  6. If there is paper jammed in the product, gently remove the paper through the top of the product.

    NOTE: Make sure that you thoroughly check for jammed paper. You might find paper in different locations than those in the photos.
  7. Reach inside the product through the cartridge door, 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.

  8. Make sure that the carriage moves freely across the width of the product by gently pushing the carriage to the left and to the right. Clear any obstructions you find.

  9. Close the cartridge door.

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

  11. Reconnect the power cord to the wall outlet.

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

  13. Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.

  • If these steps resolved the issue , and the self-test report prints , there is no need to continue troubleshooting.

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

  • If the self-test report does not print , continue with the next solution.

Solution four: Remove and reinstall the cartridges

Improper placement or installation of the cartridges might cause the carriage stall. Check the cartridge installation by uninstalling, and then reinstalling the cartridges.

Step one: Remove the cartridges

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

  2. Open the cartridge door to access the carriage. Wait until the carriage is idle and silent before proceeding.

    Figure 9: Open the cartridge door

  3. Unlatch the two cartridge latches, and then raise the latches.

  4. Remove the cartridges.

    Figure 10: Remove the cartridges

    Illustration of removing cartridges from the carriage
  5. Check for obstructions under or around the cartridge.

  6. Remove any obstructions.

Step two: Reinstall the cartridges

  1. Hold a cartridge with the printed label up, and then slide the cartridge into its slot. Repeat this step for the other cartridge.

    NOTE: Insert the black cartridge into the slot with the gray latch, and then insert the color cartridge into the slot with the blue latch.

    Figure 11: Hold the cartridge with the label up

    Figure 12: Insert each cartridge into its correct slot

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

    Figure 13: Do not touch the contacts or ink nozzles

    Illustration of how not to touch the contacts or ink nozzles

  2. Grasp the end of the latch on the cartridge slot with your thumb, and then pull the end of the latch toward you. While holding the latch, press down on the top of the latch until it stops, and then release the end of the latch so that it catches under the tabs.

    Figure 14: Close the latches

    Illustration of closing the latches
    CAUTION: To avoid damaging the product, do not force the latches into place.
  3. Close the cartridge door. A message displays on the control panel to align the cartridges.

  4. Press the Enter button to begin the cartridge alignment. Two pages print. Follow the instructions printed on the second page to complete the alignment.

  5. Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.

  • If these steps resolved the issue , and the self-test report prints , there is no need to continue troubleshooting.

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

  • If the self-test report does not print , continue with the next solution.

Solution five: Plug the product directly into a wall outlet

Plug the product directly into a wall outlet to make sure that the power source is functioning correctly.

  1. Disconnect the power cord from the back of the product.

  2. Disconnect the power cord from any power strips or surge suppressors, and then plug it directly into a wall outlet.

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

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

  5. Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.

  • If these steps resolved the issue , and the self-test report prints , there is no need to continue troubleshooting.

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

  • If the self-test report does not print , continue with the next solution.

Solution six: Perform a partial reset

A partial reset returns user settings to factory defaults. You might have to reset the language and country/region settings after the partial reset.

  1. Disconnect the power cord from the product.

  2. Press and hold the Cancel button ( ) and then Left Arrow button ( ).

  3. While still holding the buttons down, plug the power cord back in.

  4. When 'Reset ' displays on the control panel, release both buttons.

  5. Try to print a self-test report. See the steps on how to print a self-test report at the top of this document.

  • 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 self-test report prints successfully , but you continue to experience an issue with your product , then the issue is not related to the hardware. Go to HP Product Support Home Page , and then search for another document that relates to the issue you are experiencing.

    NOTE: If the page displays in the wrong region or language, click the Region - Language link in the upper right corner of your browser. Then you can select the correct region and language.
  • If the product does not print a self-test report , there is an issue with the product hardware. Continue to the next solution.

Solution seven: Service the All-in-One

If you have completed all the steps listed above and are still experiencing a problem, service the product.

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