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A 'Paper Jam' Error Displays on the HP Officejet Pro 8600 e-All-in-One Printer Series

Issue

The printer does not print or stops feeding pages when printing. A 'Paper Jam' message displays on the printer control panel.

NOTE: Paper jams can be real or false. The printer might report a paper jam even when there is no jammed paper. The following steps apply to both real and false paper jams.

Tips for preventing paper feed issues

  • Load at least 10 sheets of paper into the tray, but make sure that the paper height does not exceed the guidelines on the sides of the tray. The maximum capacity of the input tray is 250 sheets, and the maximum capacity of the output tray is 150 sheets. Do not overload the input tray, and clear the output tray promptly.

    For more information on loading paper, see Loading Plain Paper, Cards, Photo Paper, and Specialty Paper .

  • Load only plain U.S. Letter or A4 size paper in Tray 2. Tray 2 is an optional accessory and does not support specialty paper.

  • Do not push the paper too far into the tray.

  • Make sure that the paper width guides are not too tight against the paper stack.

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

  • Store paper in a cool, dry place.

  • Use only clean unused paper in the tray.

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

  • Reload paper that has been in the tray for a while.

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

  • Do not load paper during a print job. Wait for the printer to complete a print job, or to display an 'Out of Paper' message before reloading the tray.

  • Make sure that the paper rollers are not damaged, dirty, or dusty.

  • Use HP-recommended paper types:

    Plain paper; Thick plain paper; HP Bright White Paper; HP Premium Presentation Paper, Matte; HP Premium Plus Photo Papers; Other inkjet papers; HP Advanced Photo Papers; HP Everyday Photo Paper, Matte; HP Everyday Photo Paper, Glossy; Other photo papers; Other specialty papers; Other Greeting Cards; HP Brochure Paper 180g, Glossy; HP Brochure and Flyer Paper, Matte; HP Tri-fold Brochure Paper, Matte; HP Tri-fold Brochure Paper, Glossy; Other brochure papers; Plain hagaki; Inkjet hagaki; Photo hagaki; Card Stock

    If you are experiencing problems with certain paper types or sizes, see the Product Specifications to make sure that your printer supports those paper types and sizes.

Video of clearing a paper jam

The following video demonstrates how to clear a paper jam.

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 .

Important: You must follow these solutions in the order presented to resolve the issue.

Solution one: Reset the printer

Follow these steps to reset the printer.

Step one: Reset the printer

Follow these steps to reset the printing mechanism.

  1. If the printer is turned off, press the Power button to turn on the printer. Wait until the printer is idle and silent before continuing.

  2. With the printer turned on, disconnect the power cord from the rear of the printer.

  3. Unplug the power cord from the wall outlet.

  4. Wait at least 60 seconds.

  5. Plug the power cord back into the wall outlet.

    NOTE: HP recommends connecting the printer power cord directly to the wall outlet.
  6. Reconnect the power cord to the rear of the printer.

  7. If the printer does not turn on by itself, press the Power button to turn it on.

    NOTE: The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
  8. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

  • If these steps resolved the error message, continue with the next step.

  • If the error message persists, skip to the next solution.

Step two: Print a Printer Status Report

Printing a test page verifies that the hardware functions correctly.

NOTE: If your printer includes Tray 2 as an optional accessory, load only plain U.S. Letter, Legal, or A4 size paper. Specialty paper is not supported in Tray 2.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.

  2. On the control panel, touch the Right Arrow ().

  3. Touch Setup ().

  4. Touch the Down Arrow () to scroll to Reports.

  5. Touch Reports, and then touch Printer Status Report. The Printer Status Report prints.

  • 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 from the rear of the printer

Follow these steps to clear any jammed paper from the rear of the printer.

CAUTION: Trying to clear a paper jam from the front of the printer can damage the print mechanism. Gain access to and clear paper jams through the rear of the printer whenever possible.

Step one: Remove any loose paper

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
Do not pull jammed paper
Image: Removing loose paper from the paper tray.
Image: Do not pull jammed paper from under the cartridge access door.

Step two: Clear any jammed paper from the rear of the printer

Follow these steps in the order presented to clear any jammed paper from the rear of the printer.

  1. Press the Power button to turn on the printer. Wait until the printer is idle and silent before continuing.

  2. While the printer is still on, disconnect the power cord from the rear of the printer.

    WARNING: You must disconnect the power cord before reaching inside the HP printer to avoid risk of injuries or electric shock.
  3. Turn the printer so that the rear of the printer faces you.

  4. Push in the buttons on both sides of the two-sided printing accessory (duplexer), and then pull out to remove the duplexer.

    NOTE: Your printer might look slightly different than the one pictured, but the steps are the same.

    Figure 1: Remove the duplexer

    Image: Remove the duplexer.
    1 - Press the buttons on the sides of the duplexer.
    2 - Pull the duplexer out of the printer.
  5. Gently remove any jammed paper or bits of torn paper from the rollers inside the printer. Use both hands to pull any whole sheets of paper to avoid tearing them.

    Figure 2: Remove the jammed paper

    Image: Remove the jammed paper.
    CAUTION: If the paper tears while you remove it from the rollers, more paper jams might occur. Check the rollers and wheels for torn pieces of paper that might remain inside the printer.

    Figure 3: Remove torn pieces of paper

    Image: Remove bits of paper.
  6. If you do not see any jammed paper in the rear access area, press the tabs on the sides of the duplexer, and then lower the cover.

    Figure 4: Press the tabs to open the duplexer

    Image: Press the tabs to open the duplexer.
  7. Gently remove any jammed paper from inside the duplexer.

  8. With the duplexer open, check the rollers. Note if any rollers are missing, do not roll freely, or are damaged. These conditions might mean the rollers are not feeding the paper correctly. In that case, replace the duplexer.

    Figure 5: Duplexer internal rollers

    Image: Duplexer internal rollers.
  9. Close the duplexer cover, and then reinsert the duplexer into the rear access area of the printer.

    Figure 6: Insert the duplexer

    Image: Insert the duplexer into rear access area.
  10. Push the duplexer in until it clicks into place.

    Figure 7: Make sure that the duplexer snaps into place

    Image: Snap the duplexer into place.

Step three: Restart the printer

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

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

    NOTE: The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before you proceed.
  • If these steps resolved the error message, continue with the next step.

  • If the error message persists, skip to the next solution.

Step four: Print a Printer Status Report

Printing a test page verifies that the hardware functions correctly.

How do I print a Printer Status Report?

NOTE: If your printer includes Tray 2 as an optional accessory, load only plain U.S. Letter, Legal, or A4 size paper. Specialty paper is not supported in Tray 2.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.

  2. On the control panel, touch the Right Arrow ().

  3. Touch Setup ().

  4. Touch the Down Arrow () to scroll to Reports.

  5. Touch Reports, and then touch Printer Status Report. The Printer Status Report prints.

  • 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 three: Clear any jammed paper from the paper trays

Follow these steps to clear any jammed paper from Tray 1 and Tray 2.

NOTE: If your printer does not include Tray 2 as an optional accessory, follow the steps for paper Tray 1 only.

Step one: Clear any jammed paper from Tray 1

  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 HP printer to avoid risk of injuries or electric shock.
  3. Remove all paper from the output tray.

  4. Place your fingers in the slot on the front of Tray 1.

    Figure 8: The slot on the front of Tray 1

    Image: The slot on the front of Tray 1.
  5. Pull the tray toward you to remove it.

    Figure 9: Pull out the input tray

    Image: Pull out the input tray.
  6. Grasp any jammed paper from the bottom of the printer with both hands, and then pull the paper slowly but firmly toward you to remove it.

    CAUTION: Remove paper from the tray as carefully as possible. If any torn pieces of paper remain inside the printer, more paper jams might to occur, and this could damage the print mechanism.
  7. Tap a stack of plain paper on a flat surface to align the edges.

  8. With the input tray outside of the printer, load the stack of paper.

  9. Make sure that all the paper in the stack is the same size and type. Never load mixed types of paper in the tray. The printer can only process one type of paper at a time.

    NOTE: Do not use 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.
  10. Verify that the paper height does not exceed the solid red lines on the sides of the tray.

    Figure 10: Paper fill guide

    Image: Solid red lines on the sides of the tray.
  11. Adjust the paper width and length guides. The paper should rest against the end of the tray, and the guides rest against the edges of the paper.

    Figure 11: Input tray

    Image: Input tray.
    1 - Paper width guide
    2 - Paper fill guide
    3 - Paper length guide
  12. Carefully reinsert the tray into the printer, and then push the tray forward until the tray locks into place.

    Figure 12: Push the paper tray into the printer

    Image: Push the paper tray into the printer.

Step two: Clear any jammed paper from Tray 2

NOTE: If your printer does not include Tray 2 as an optional accessory, skip to the next step.
  1. Make sure that the printer is turned off and disconnected from the power source.

    WARNING: You must disconnect the power cord before reaching inside the HP printer to avoid risk of injuries or electric shock.
  2. Lift the printer off Tray 2, and then set the printer aside.

    Figure 13: Lift the printer off Tray 2

    Image: lifting the printer off of Tray 2.
  3. Check the bottom of the printer for jammed paper.

  4. Remove any jammed paper from the bottom of the printer.

  5. Remove any jammed paper from Tray 2.

  6. Tap a stack of plain U.S. Letter or A4 size paper on a flat surface to align the edges.

  7. With the input tray outside of the printer, load the stack of paper.

  8. Verify that the paper height does not exceed the solid red lines on the sides of the tray.

    Figure 14: Paper fill guide

    Image: Solid red lines on the sides of the tray.
  9. Adjust the paper width and length guides. The paper should rest against the end of the tray, and the guides rest against the edges of the paper.

    Figure 15: Input tray

    Image: Input tray.
    1 - Paper width guide
    2 - Paper fill guide
    3 - Paper length guide
  10. Carefully reinsert the tray into Tray 2, and then push the tray forward until the tray locks into place.

  11. Set the printer on top of Tray 2.

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

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

    NOTE: The printer might go through a warm-up period. The printer lights might flash and the carriage might move. Wait until the warm-up period finishes before you proceed.

Step three: Clear any jammed paper from the output tray

NOTE: The maximum capacity of the input tray is 250 sheets, and the maximum capacity of the output tray is 150 sheets. If the input tray is loaded to capacity, clear the output tray often.
  1. Check the output tray for jammed paper.

  2. Carefully remove any loose paper from the output tray.

  3. Gently remove any jammed paper or bits of torn paper from the output tray rollers. Use both hands to pull any whole sheets of paper to avoid tearing them.

    CAUTION: If the paper tears while you remove it from the rollers, more paper jams might occur.
  4. Remove any bits of paper or torn pieces of paper from the output tray rollers.

  • If these steps resolved the error message, continue with the next step.

  • If the error message persists, skip to the next solution.

Step four: Print a Printer Status Report

Printing a test page verifies that the hardware functions correctly.

How do I print a Printer Status Report?

NOTE: If your printer includes Tray 2 as an optional accessory, load only plain U.S. Letter, Legal, or A4 size paper. Specialty paper is not supported in Tray 2.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.

  2. On the control panel, touch the Right Arrow ().

  3. Touch Setup ().

  4. Touch the Down Arrow () to scroll to Reports.

  5. Touch Reports, and then touch Printer Status Report. The Printer Status Report prints.

  • 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: Check the carriage path with a flashlight

The following steps require the use of a flashlight to identify any jammed paper in the carriage path.

Step one: Remove any loose paper

Remove any loose paper
Do not pull jammed paper
Image: Removing loose paper from the paper tray.
Image: Do not pull jammed paper from under the cartridge access door.

Step two: Check the carriage path with the carriage docked

Follow these steps to check the carriage path with the carriage docked in its station on the far right side of the printer.

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

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

    WARNING: Do not reach into the cartridge access area when the printer is plugged into an electrical outlet.
  3. Place your fingers into the slot on the left side of the printer, and then pull to open the cartridge access door.

    Figure 16: The slot on the side of the printer

    Image: The slot on the side of the printer.
  4. Gently pull out any jammed or torn paper from inside the printer.

  5. Use a flashlight to 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.

    Use a flashlight
    Paper jammed in carriage path
    Image: Use a flashlight
    Image: Paper jammed in carriage path
  6. Close the cartridge access door.

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

  8. Press the Power button to turn on the printer. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

Step three: Check the carriage path with the carriage undocked

Follow these steps to check the carriage path with the carriage undocked from its station on the far right side of the printer.

  1. Keep the printer turned on.

    WARNING: Do not reach into the cartridge access area at this time.
  2. Place your fingers into the slot on the left side of the printer, and then pull to open the cartridge access door.

    Figure 17: The slot on the side of the printer

    Image: The slot on the side of the printer.
  3. Wait for the carriage to move to the left side of the carriage path.

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

  5. Grasp the carriage, and then try to move the carriage to the right and to the left sides of the printer.

    Figure 18: Move the carriage

    Image: Move the carriage.
  6. Move the carriage to the far left side of the printer.

    If the carriage does not move freely, apply minimal pressure to the right side of the carriage, and then push the carriage to the left. Do this only if the carriage is not docked in its station on the far right side of the printer.

  7. Look for and remove any obstructions along the far right side of the carriage path, such as paper or debris.

  8. Use a flashlight to 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.

    Use a flashlight
    Paper jammed in carriage path
    Image: Use a flashlight
    Image: Paper jammed in carriage path
  9. Move the carriage to the far right side of the printer.

    If the carriage does not move freely, apply minimal pressure to the left side of the carriage, and then push the carriage to the right. Do this only if the carriage is not docked in its station on the far right side of the printer.

  10. Look for and remove any obstructions along the far left side of the carriage path, such as paper or debris.

  11. Close the cartridge access door.

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

  13. Press the Power button to turn on the printer. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

  • If these steps resolved the error message, continue with the next step.

  • If the error message persists, skip to the next solution.

Step four: Print a Printer Status Report

Printing a test page verifies that the hardware functions correctly.

How do I print a Printer Status Report?

NOTE: If your printer includes Tray 2 as an optional accessory, load only plain U.S. Letter, Legal, or A4 size paper. Specialty paper is not supported in Tray 2.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.

  2. On the control panel, touch the Right Arrow ().

  3. Touch Setup ().

  4. Touch the Down Arrow () to scroll to Reports.

  5. Touch Reports, and then touch Printer Status Report. The Printer Status Report prints.

  • 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: Clean the rollers

Follow these steps to clean the paper rollers to remove any debris, dirt, or paper scraps.

Step one: Gather the cleaning materials

Gather the following materials to clean the printer rollers.

  • A clean, lint-free cloth, or any cloth that will not come apart or leave fibers

  • Distilled, filtered, or bottled water (tap water might damage the printer)

  • Clean, lint-free cotton swabs

Step two: Clean the rollers in the printer

  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. Push in the button on either side of the two-sided printing accessory (duplexer), and then remove the duplexer.

    NOTE: Your printer might look slightly different than the one pictured, but the steps are the same.

    Figure 19: Remove the duplexer

    Image: Remove the duplexer.
    1 - Press the buttons on the sides of the duplexer
    2 - Pull the duplexer out of the printer
  4. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.

  5. Press the cloth against the rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.

    Figure 20: Clean the rollers

    Image: Clean the rollers.
  6. Allow the rollers to dry completely.

Step three: Clean the rollers in the duplexer

  1. Lightly dampen a clean, lint-free cloth with bottled or distilled water, and then squeeze any excess liquid from the cloth.

  2. Press the cloth against the external rollers, and then rotate them upward with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.

    Figure 21: The duplexer external rollers

    Image: Duplexer external rollers.
  3. Press down on the two tabs at the ends of the duplexer to open the duplexer cover.

    Figure 22: Press the tabs to open the duplexer

    Image: Press the tabs to open the duplexer.
  4. Press the cloth against the internal rollers, and then rotate them with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.

    Figure 23: Duplexer internal rollers

    Image: Duplexer internal rollers.
  5. Allow the rollers to dry completely.

  6. Close the duplexer cover.

  7. Gently push the duplexer into the printer until it snaps firmly into place. Do not press the buttons on the end of the duplexer while you reattach it.

    Figure 24: Reattach the duplexer

    Image: Reattach the duplexer.
  8. Reconnect the power cord to the rear of the printer.

  9. Press the Power button to turn on the printer. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

  • If these steps resolved the error message, continue with the next step.

  • If the error message persists, skip to the next solution.

Step four: Print a Printer Status Report

Printing a test page verifies that the hardware functions correctly.

How do I print a Printer Status Report?

NOTE: If your printer includes Tray 2 as an optional accessory, load only plain U.S. Letter, Legal, or A4 size paper. Specialty paper is not supported in Tray 2.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.

  2. On the control panel, touch the Right Arrow ().

  3. Touch Setup ().

  4. Touch the Down Arrow () to scroll to Reports.

  5. Touch Reports, and then touch Printer Status Report. The Printer Status Report prints.

  • 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: Reset the printer

Sometimes a paper jam error persists even though there is no jammed paper (false paper jam). Follow these steps to perform a power reset, which will clear a false paper jam error.

Step one: Reset the printer

  1. If the printer is turned off, press the Power button to turn on the printer. Wait until the printer is idle and silent before continuing.

  2. With the printer turned on, disconnect the power cord from the rear of the printer.

  3. Unplug the power cord from the wall outlet.

  4. Wait at least 60 seconds.

  5. Plug the power cord back into the wall outlet.

    NOTE: HP recommends connecting the printer power cord directly to the wall outlet.
  6. Reconnect the power cord to the rear of the printer.

  7. If the printer does not turn on by itself, press the Power button to turn it on.

    NOTE: The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
  8. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

  • If these steps resolved the error message, continue with the next step.

  • If the error message persists, skip to the next solution.

Step two: Print a Printer Status Report

Printing a test page verifies that the hardware functions correctly.

How do I print a Printer Status Report?

NOTE: If your printer includes Tray 2 as an optional accessory, load only plain U.S. Letter, Legal, or A4 size paper. Specialty paper is not supported in Tray 2.
  1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.

  2. On the control panel, touch the Right Arrow ().

  3. Touch Setup ().

  4. Touch the Down Arrow () to scroll to Reports.

  5. Touch Reports, and then touch Printer Status Report. The Printer Status Report prints.

  • 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 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 you see a prompt to Enter a product name/number in the search box, follow these steps to go to your printer's home page:

      1. Type your printer name and number in the search box, and then click Search.

      2. If necessary, click your model in a list of similar printers.

      3. Search your printer's home page for topics to help resolve 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 seven: Service the printer

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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