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A 'Carriage Jam' Message Displays for HP Officejet 6600 e-All-in-One and Officejet 6700 Premium e-All-in-One Printer Series (H711)

Issue

A 'Carriage Jam' message displays on the printer control panel. Printing stops and the carriage stalls.

Solution one: Turn the printer off and then on again

Follow these steps to reset the printing mechanism by turning the printer off, and then on again.

Step one: Turn the printer off and then on again

  1. Press the Power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the rear of the printer.

  2. Wait 60 seconds.

  3. If you disconnected the power cord, reconnect the cord to the rear of the printer, and then 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.
  4. Wait until the warm-up sequence finishes before you continue.

Step two: Print a Printer Status Report

Printing a test page verifies that the hardware functions correctly.

  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

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

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 from the input and output trays
Do not pull jammed paper
Image: Remove any loose paper from the input and output trays.
Image: Do not pull jammed paper from the front of the printer.

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

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HP Officejet 6600 e-All-in-One Printer

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

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

  3. Turn the printer so that the rear of the printer faces you.

  4. Slide the rear access door to the right, and then pull it toward you.

    Figure 1: Remove the rear access door

    Image: Remove the rear access door.
    1 - Slide the rear access door to the right
    2 - Pull the rear access door toward you
  5. Gently remove any jammed paper or bits of torn paper from the rollers located in the rear access area of the printer. Use both hands to pull any whole sheets of paper to avoid tearing them.

    NOTE: The printer in the photo might not be identical to your printer, but the steps are the same.

    Figure 2: Remove the jammed paper

    Image: Remove the jammed paper.
    CAUTION: If the paper tears, remove the torn pieces from the rollers and wheels. If pieces of paper remain in the printer, more paper jams are likely to occur. Check the rollers and wheels to make sure that they move freely.

    Figure 3: Remove torn pieces of paper

    Image: Remove torn pieces of paper.
  6. Reinstall the rear access door. Position the right end in the printer, and then push the rear access door into the printer until it snaps into place.

    Figure 4: Reinstall the rear access door

    Image: Reinstall the rear access door.
    1 - Position the rear access door in the printer
    2 - Push the rear access door into the printer

HP Officejet 6700 Premium e-All-in-One Printer

Step one: Check the rear of the printer
  1. Press the Power button to turn off the printer.

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

  3. Turn the printer so that the rear of the printer faces you.

  4. Press the two buttons at the ends of the duplexer, and then pull the duplexer towards you to remove it.

    Figure 5: Remove the duplexer

    Image: Remove the duplexer.
  5. Gently remove any jammed paper or bits of torn paper from the rollers located in the rear access area of the printer. Use both hands to pull any whole sheets of paper to avoid tearing them.

    NOTE: The printer in the photo might not be identical to your printer, but the steps are the same.

    Figure 6: Remove the jammed paper

    Image: Remove the jammed paper.
    CAUTION: If the paper tears, remove the torn pieces from the rollers and wheels. If pieces of paper remain in the printer, more paper jams are likely to occur. Check the rollers and wheels to make sure that they move freely.

    Figure 7: Remove torn pieces of paper

    Image: Removing torn pieces of paper.
Step two: Check the duplexer
  1. If you do not see jammed paper in the rear access area, press the tabs on the sides of the duplexer, and then lower the cover.

    Figure 8: Press the tabs to open the duplexer

    Image: Press the tabs to open the duplexer.
  2. Remove any jammed paper from inside the duplexer.

    Figure 9: Remove jammed paper from inside the duplexer

    Image: Remove jammed paper from inside the duplexer.
  3. Close the duplexer cover.

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

    Figure 10: Reattach the duplexer

    Image: Reattach the duplexer.

Step three: Clear the jam from the carriage path access area

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

  1. Press the Power button to turn off the printer if it is not already off.

  2. Disconnect the power cord from the rear of the printer if it is not already disconnected.

    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 forward to open the cartridge access door.

    Figure 11: The slot on the side of the printer

    Image: The slot on the side of the printer
  4. Grasp any jammed paper in the carriage path with both hands, and then pull the paper slowly but firmly toward you to remove it.

    Figure 12: Carefully pull the jammed paper from the carriage path

    Image: Carefully pull the jammed paper from the carriage path.
  5. Use a flashlight to check for torn pieces of paper that might remain inside the printer. Check the left, center, and right side of the access area, and then remove any bits of torn paper. If any torn pieces of paper remain inside the printer, more jams are likely to occur. If paper is jammed behind the carriage, do not attempt to move the carriage in this step.

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

Step four: Clear the paper jam from the output tray

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

  1. Press the Power button to turn off the printer if it is not already off.

  2. Disconnect the power cord from the rear of the printer if it is not already disconnected.

  3. Carefully remove any loose paper from the output tray area.

  4. Use a flashlight to inspect the output tray area.

    Use a flashlight
    Paper jammed in output tray
    Image: Use a flashlight
    Image: Paper jammed in output tray
  5. Check the rollers in the output tray for jammed paper.

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

Step five: Clear the jam from the input tray

  1. Press the Power button to turn off the printer if it is not already off.

  2. Disconnect the power cord from the rear of the printer if it is not already disconnected.

  3. Remove all paper from the output tray if you haven't already removed it.

  4. Raise the output tray.

    Figure 13: Raise the output tray

    Image: Raise the output tray.
  5. Use a flashlight to inspect the input tray area.

    Use a flashlight
    Paper jammed in input tray
    Image: Use a flashlight
    Image: Paper jammed in input tray
  6. Gently remove any jammed paper or bits of torn paper from the input tray area. Use both hands to pull out any whole sheets of paper to avoid tearing them.

    CAUTION: Remove paper from the tray as carefully as possible. If any torn pieces of paper remain inside the printer, more paper jams are likely to occur, and this could damage the print mechanism.
  7. Lower the output tray.

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

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

Step six: Print a Printer Status Report

Printing a test page verifies that the hardware functions correctly.

  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: Remove and reinstall the cartridges

Improper placement or installation of the cartridges might cause the printer to indicate a carriage jam error. Follow these steps to remove, and then reinstall the cartridges.

Step one: Remove the cartridges

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

  2. Place your fingers into the slot on the left side of the printer, and then pull forward to open the cartridge access door. The carriage should move to the center of the cartridge access area. Wait until the carriage is idle before proceeding.

    Figure 14: The slot on the left side of the printer

    Image: The slot on the left side of the printer
  3. Press the front of a cartridge to release it, and then pull it toward you to remove it from its slot.

    CAUTION: Do not leave the cartridges outside of the printer for an extended period of time. This can result in damage to both the printer and the cartridges.

    Figure 15: Remove the cartridges

    Image: Remove the cartridges.
  4. Check the cartridges for damage.

    • If you find a damaged cartridge, obtain a new cartridge, remove it from its packaging, and then continue to the next step. The steps to reinstall the cartridge are the same for installing a new cartridge.

    • If the cartridge is not damaged, continue to the next step to reinstall the cartridges.

Step two: Reinstall the cartridges

  1. Slide the cartridge into its slot, and then gently push it forward until it clicks into place. Make sure that the colored dot on the cartridge label matches the colored dot on the slot.

    Figure 16: Insert the cartridge into its color-coded slot

    Image: Insert the cartridge into its color-coded slot.
  2. Repeat these steps for the other cartridges.

  3. Close the cartridge access door.

Step three: Print a Printer Status Report

Printing a test page verifies that the printer functions correctly.

  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: Make sure that the carriage moves freely

Follow these steps to move the carriage out of its docking station, make sure that the carriage moves freely, and then make sure that there is no jammed paper or debris hidden behind the carriage.

Step one: Move the carriage out of its docking station

  1. Press the Power button to turn on the printer if it is not already on.

  2. Place your fingers into the slot on the left side of the printer, and then pull forward to open the cartridge access door. The carriage should move to the center of the cartridge access area. Wait until the carriage is idle before proceeding.

    Figure 17: The slot on the left side of the printer

    Image: The slot on the left side of the printer
  3. Disconnect the power cord from the rear of the printer.

    • If the carriage moved out of its docking station on the right side of the cartridge access area and stopped in the center, continue to the next step to make sure that the carriage moves freely.

    • If the carriage remained in the docking station on the right side of the cartridge access area and did not move to the center when you opened the cartridge access door and removed the power cord, use minimal pressure to try to move the carriage from the right side to the center of the cartridge access area. If you are unable to move the carriage with minimal pressure, continue to the solution to plug the printer directly into a wall outlet.

Step two: Make sure that the carriage moves freely

  1. Press the Power button to turn off the printer if it is not already off.

  2. Disconnect the power cord from the rear of the printer if it is not already disconnected.

    WARNING: Do not reach into the cartridge access area when the printer is plugged into an electrical outlet.
  3. Grasp the carriage, and then use minimal pressure to try to move the carriage to the right side of the printer.

    Important: Use only minimal pressure to try to move the carriage. Forcing the carriage might damage the printer.

    Figure 18: Move the carriage

    Image: Move the carriage.
  4. 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.

  5. Use a flashlight to look for and remove any obstructions along the far right side of the carriage path, such as paper and debris.

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

  7. Use a flashlight to look for and remove any obstructions along the far left side of the carriage path, such as paper and debris.

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

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

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

Step three: Print a Printer Status Report

Printing a test page verifies that the printer functions correctly.

  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 issue persists, continue with the next solution.

  • If the test page does not print, continue with the next solution.

Solution five: Plug the printer directly into a wall outlet

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

Step one: Plug the printer directly into a wall outlet

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

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

  3. Unplug the power cord from any power strips or surge suppressors.

  4. Plug the power cord directly into a wall outlet.

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

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

Step two: Print a Printer Status Report

Printing a test page verifies that the hardware functions correctly.

  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

Follow these steps to reset the printer.

Step one: Perform a power reset

  1. Press the Power button to turn on the printer if it is not already on.

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

  3. Wait at least 30 seconds.

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

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

Step two: Print a Printer Status Report

Printing a test page verifies that the hardware functions correctly.

  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 experience a different issue with your printer, 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 test page, there is an issue with the product hardware. Continue to the next solution.

Solution seven: 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).

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