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A 'Paper Jam' Message Displays for HP Deskjet D4360, D4363, and D4368 Printers


The product stops printing and the error message 'Paper Jam' displays on the computer.

The red Resume light might also be blinking or flashing.


Use the following steps to resolve the paper jam.

Step one: Remove any loose paper

Remove any loose paper from the input tray.

CAUTION: Do not remove jammed paper at this stage.

Step two: Clear the jam from the back of the printer

  1. Press the Resume button () on the front panel of the product. If the paper jam does not clear, then follow the remaining instructions.

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

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

  4. Remove the rear access door.

    Press the handle to the right, and then pull out the door.

    Figure 1: Remove the rear access door

  5. Gently pull the paper out of the rollers.

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

Step three: Clean the rollers

While the rear door is removed from the product, clean the paper rollers.

  1. Wipe the paper rollers with a lint-free cloth that is lightly moistened with distilled or bottled water.

    Rotate the rollers with your fingers to clean all the way around.

    Figure 2: Cleaning the paper rollers

  2. Allow the rollers to dry completely.

  3. Replace the rear door.

    Gently push the door forward until it snaps into place.

    Figure 3: Replace the rear access door

Step four: Open the top cover and clear the jam

  1. Raise the top cover of the product.

    Figure 4: Raise the top cover

  2. Gently pull the paper out of the rollers.

  3. Lower the top cover.

    Figure 5: Lower the top cover

  4. Plug the power cord back into the product.

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

Step five: Reload paper and test the printer

After removing any jammed paper, make sure the product is functioning correctly by reloading paper and testing the product.

  1. Raise the output tray.

    Figure 6: Raise the output tray

  2. Slide the input tray paper-width guide to the left and load a stack of plain white paper in the input tray.

    Figure 7: Adjust paper guide and load paper

  3. Slide the paper-width guide to the right until it rests, snugly, against the stack of paper.

  4. Lower the output tray and pull out the tray extension.

    Figure 8: Pull out the tray extension

  5. Print a diagnostic page.

    1. Press and hold the Power button ().

    2. While holding the Power button (), press and hold the Cancel button (), and then release both buttons.

    3. The product prints a diagnostic page.

    • If the page prints successfully, the issue is resolved.

    • If the issue is not resolved and another jam occurs, continue to the next step.

Step six: Service the printer

Contacting HP for service in Asia Pacific.

If you completed all the preceding steps and your product still has an issue, you might need further assistance from HP.

Go to Contact HP to review available service options.

Contacting HP for service in all countries/regions except Asia Pacific.

If you completed all the preceding steps and your product still has an issue, service the product.

First, go to HP Printer Warranty Check to check your warranty status, and then go to Contact HP to find an authorized service dealer or to schedule a repair. Repair fees might apply for out of warranty printers.


Multiple factors might cause paper to jam in the product. Keep the following tips in mind.

  • Only insert paper into the paper tray until it meets resistance.

  • Make sure the paper is flat in the input tray and the paper-width guide is adjusted to the width of the paper.

  • Do not add paper to a tray while the product is printing.

  • Remove paper from the output tray frequently.

  • Do not use torn, curled, or creased paper.

  • Do not use paper that has been printed on before.

  • Do not combine different paper types and paper sizes in the input tray. Use only one size and type of paper in the in the input tray at a time.

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