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HP PSC 2400 and 2500 All-in-One Printer Series - 'Clear Carriage Jam and Press OK to Continue' Error Message Displays on Control Panel

Issue

The error message 'Clear Carriage Jam and Press OK to Continue ' displays on the product control panel. The carriage assembly, which holds the cartridges, stalls. A paper jam might have occurred previously.

The following symptoms might also accompany the error message:

  • The product does not print.

  • Printing stops unexpectedly.

  • The carriage is stuck and does not move.

  • The product makes loud grinding noises.

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 1 to select Print Report . The Print Report menu displays.

  3. Press 4 to select Self-test report . The self-test report prints.

NOTE: Refer back to the steps in this table after attempting each solution.

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

Follow these steps to turn the product on, and then off again, to reset the print mechanism.

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

  2. Wait 15 seconds.

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

    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

Remove all loose paper from the input tray and the 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

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. Remove the rear access door. Press in the tabs on the back of the rear door, and then pull the door away from the product.

    Figure 1: Remove the rear access door

    Illustration of removing 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 2: Top zone of paper path

    Photograph indicating top zone of paper path
    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.
  7. Reattach the rear access door. Press in the tabs on the back of the door, and then gently push the door forward until it snaps into place.

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 3: Open the cartridge door

    Illustration of opening 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. Refer to 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

Use the following steps to make sure that the carriage moves freely.

  1. Press the Power button ( ) to turn on 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 4: Open the cartridge door

    Illustration of opening the cartridge door
  3. Without turning off the product, disconnect 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 areas for proper viewing.

    Figure 5: Paper jam on the left side of the carriage

    Photograph of paper jam on the left side of carriage

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

    Photograph of a paper jam on the right side of the carriage

    Figure 7: Paper jam in the cartridge service area

    Photograph of a 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 found.

  9. Close the cartridge door.

  10. Reconnect the power cord to the back of the HP 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. Refer to 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. Follow these steps to remove and then reinstall the cartridges.

Step one: Remove the cartridges

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

  2. Open the cartridge door, and then wait until the carriage is idle and silent before proceeding.

    Figure 8: Open the cartridge door

    Illustration of opening the cartridge door
  3. Gently pull on the front of the cartridge latch to release it. The latch is spring loaded and might spring upwards. Slowly raise the latch instead of letting it spring open.

    Figure 9: Release the cartridge latch

    Illustration of releasing the cartridge latch
  4. Slide the cartridge out of its socket by pulling it toward the front of the product. Do not try to pull it in an upwards direction.

    NOTE: If you cannot slide the cartridge out, make sure that the latch is up, and the product is on. If you still cannot remove the cartridge, too much time might have passed since the cartridge door was opened, and the capping station might have raised again. Close the cartridge door, wait five seconds, and then open the cartridge door again to lower the capping station.

    Figure 10: Remove the cartridge

    Illustration of removing the cartridge
  5. Check for obstructions under or around the cartridge. Remove any obstructions.

Step two: Reinstall the cartridges

  1. Hold one of the cartridges with the printed label up, and then slide the cartridge into its correct 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

    Illustration of correct way to hold the cartridge

    Figure 12: Insert each cartridge into its correct slot

    Illustration of inserting the cartridge into the 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 HP product, do not force the latches into place.
  3. Close the cartridge door. A message displays on the control panel to align the print 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. Refer to 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 HP 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 on the HP product.

  5. Try to print a self-test report. Refer to 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. Press the Power button ( ) to turn on the product.

  2. Disconnect the power cord from the HP product.

  3. Unplug the power cord from the wall outlet.

  4. Press and hold # and 3 .

  5. While holding down the # and 3 buttons, plug the power cord back into the wall outlet, and then reconnect the power cord to the back of the product.

  6. When reset displays, release both buttons.

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

    NOTE: If the product prints when plugged directly into a wall outlet, the power strip or surge suppressor might not be allowing enough voltage to reach the product.
  • 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 product

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

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