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The Attention Light Flashes (Paper Jam) for HP Officejet 4500 (G510) Series and 4500 (K710) Series All-in-One Printers

Issue

When you try to print, paper jams inside the HP printer, and the printer stops printing. The Attention light () might blink or flash, or a Paper Jam error message might display on the control panel.

Experiencing frequent or recurring paper jams?
If you are looking for information on preventing a paper jam from recurring, you can skip to the prevention and cause sections in this document.

How to use the solutions in this document

To resolve the issue, try each solution in this document, and then use the steps in this section to print a Printer Status Report. This step determines if the printer hardware functions correctly. When you have resolved the issue, and the printer successfully prints a Printer Status Report, there is no need to continue troubleshooting.

Print a Printer Status Report

  1. Load plain white paper in the input tray.

  2. Press the Setup button (). The Basic Settings menu displays.

  3. Use the Right Arrow key () to scroll to Print Report.

  4. Press the OK button (). The Printer Status option displays.

  5. Press the OK button (). The Printer Status Report prints.

IMPORTANT! Try to print a Printer Status Report after every solution even if the solution resolves the issue.

Solution one: Clear the paper jam

Follow these steps in the order presented to resolve the paper jam.

Video of clearing a paper jam

The following video demonstrates how to clear a paper jam.

NOTE: This video shows the HP Officejet 4500 All-in-One Printer series (G510), 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 .

Step one: Remove loose paper from the tray

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

CAUTION: Do not remove jammed paper at this stage. Trying to clear jammed paper from the front of the product can damage the print mechanism.
Remove any loose paper from the paper tray.
Do not pull jammed paper from under the front cover
Graphic: Remove any loose paper from the paper tray
Graphic: Do not remove jammed paper from the front of the printer

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

CAUTION: Always access and clear paper jams from the back of the printer. Pulling paper from the font of the printer can damage the print mechanism.
  1. Disconnect the USB or parallel cable from the back of the printer.

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

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

  4. Remove the rear access door. Press in the tab on the left side of the door, and then pull the door away from the printer.

    Figure 1: Remove the rear access door

    Graphic: Removing the rear access door
  5. Gently pull any jammed paper out of the rollers inside the printer.

    CAUTION: If the paper tears when you remove it from the rollers, check the rollers for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams might occur.
  6. Carefully remove any scraps of paper that are still stuck in the printer.

  7. Reattach the rear access door. Push the door forward until it snaps into place.

Step three: Clear the paper jam from the automatic document feeder (ADF)

Follow these steps to clear a paper jam in the ADF. Several common actions cause paper to jam in the ADF:

  • Placing too much paper in the ADF tray

  • Using paper that is too thick or too thin for the device

  • Trying to add paper to the ADF tray while the device is feeding pages

  1. Remove all originals from the ADF tray.

  2. Lift the ADF cover.

  3. Gently pull any jammed paper or bits of torn paper from the rollers.

    CAUTION: If the paper tears when you are remove it from the rollers, check the rollers for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams might occur.
  4. Close the ADF cover.

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

Follow these steps to remove the paper jam from the front of the printer.

  1. Without opening the cartridge access door, check the tray for jammed paper that you cannot remove from the back.

  2. If you see jammed paper, gently pull it out.

    CAUTION: Remove the paper carefully. If the paper tears, part of it might remain inside the paper path and damage the printer. Carefully remove all traces of paper that you can find.
  3. Reconnect the power cord to the back of the printer.

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

Step five: Print a Printer Status Report

Print a Printer Status Report. See the section on how to use these solutions at the beginning of this document.

  • If these steps resolved the issue, and the Printer Status Report 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 Printer Status Report does not print, continue with the next solution.

Solution two: Make sure that the carriage can move freely

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

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

  2. Open the cartridge access door.

    Figure 2: Open the cartridge access door

    Graphic: Opening the cartridge access door.
  3. Disconnect the power cord from the back of the printer.

  4. Unplug the power cord from the power source or electrical outlet.

    CAUTION: 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 object that might be stopping the carriage.

  6. Remove any paper or objects you find.

  7. Reach inside the printer, and then manually move the carriage.

    • If the carriage is stuck on the right side, move the carriage to the left side of the printer.

    • If the carriage is stuck on the left side, move the carriage to the right side of the printer.

    • If the carriage is stuck in the middle, move the carriage to the right.

  8. Remove any paper or obstructions found.

    NOTE: You might need to use a flashlight to illuminate some areas.
  9. Make sure that the carriage can move freely across the width of the printer by gently pushing the carriage to the left, and then to the right.

  10. Close the cartridge access door.

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

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

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

  • If these steps resolved the issue, and the Printer Status Report 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 Printer Status Report does not print, continue with the next solution.

Solution three: Clean the rollers and the rear access door

Follow these steps to clear the paper rollers inside the All-in-One.

Step one: Clean the rollers

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

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

  3. Remove the rear access door. Press in the tab on the left side of the door, and then pull the door away from the printer.

    Figure 3: Remove the rear access door

    Graphic: Removing the rear access door
  4. Lightly moisten a lint-free cloth with distilled or bottled water, and then wipe the paper rollers. Rotate the rollers with your fingers to clean all the way around.

    Figure 4: Clean the rollers

    Graphic: Showing paper rollers
  5. Make sure that the paper feed rollers on the rear access door are clean, free of paper bits, and rotate freely.

    Figure 5: Access door rollers

    Graphic: Showing the rear access door and paper rollers
  6. Allow the rollers to dry completely.

  7. Reattach the rear access door. Push the door forward until it snaps into place.

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

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

Step two: Print a Printer Status Report

Print a Printer Status Report. See the section on how to use these solutions at the beginning of this document.

  • If these steps resolved the issue, and the Printer Status Report 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 Printer Status Report does not print, continue with the next solution.

Solution four: Perform a power reset

Step one: Perform a power reset

  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 Printer Status Report. See the section on how to use these solutions at the beginning of this document.

  • If these steps resolved the issue, and the Printer Status Report 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 Printer Status Report does not print, continue with the next solution.

Step three: Search for more information

If you are still experiencing issues, see the HP Product Support Home Page, and then search for another document that relates to the symptoms you are experiencing.

Right-click this link, Product Support Home Page , and then click Open in New Window.

NOTE: If the page displays in the wrong country/region or language, click the Region - Language link in the upper right corner of your browser. Then you can select the correct country/region and language.

Solution five: 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).

Preventing paper jams

The following recommendations can help prevent recurring paper jams in your HP product.

  • Before loading paper in the tray, hold the stack of paper, and then tap the bottom edge on a flat surface so that the stack is even on all sides.

  • Make sure that the length and width adjusters on the tray are correctly positioned, and then push the stack of paper forward until it stops in the tray.

    CAUTION: Do not force the paper to move too far forward in the tray.
  • Do not overload the tray with paper.

  • Only add paper to the tray when the product is not printing.

  • Make sure the HP product supports the paper type. See the documentation that came with the HP product for more information.

  • Do not print on paper with paper clips or staples attached.

  • Do not use paper that is bent, torn, dusty, damp, wrinkled, curled, or paper that does not lie flat.

  • Use only one type of paper at a time. Do not mix different types, weights, or sizes of paper.

  • Do not use paper that is too thin, too thick, or too glossy for the product.

Causes

The following factors can cause paper jams:

  • Paper loaded incorrectly in the paper tray.

  • Damaged or dirty paper rollers.

  • Torn, wrinkled, or damp paper loaded in the paper tray.

  • The rear access door or two-sided printing accessory (duplexer) might not be closed or is not locked into place.

  • Paper was added to a stack already in the tray while the HP product was printing.

  • The tray contains more than one type of paper.

  • The paper is jammed inside the HP product where you cannot see it.

  • An obstruction is blocking the paper path.

  • Torn pieces of paper from a previous jam are stuck in the product.

  • The tray is too full.

  • If printing on an envelope, the edges of the envelope are bent.

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