Print | Rate this content

A 'Carriage Jam' Message Displays for HP Photosmart 5520 e-All-in-One and HP Deskjet Ink Advantage 5520 e-All-in-One Printer Series

Issue

A 'Carriage Jam: Clear carriage jam' message displays on the printer control panel. The carriage, which holds the cartridges, stalls in the printer. A paper jam might have occurred previously.

You might also experience the following symptoms:

  • The printer does not print.

  • The print job stops unexpectedly.

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

When one of the solutions resolves the issue, there is no need to continue troubleshooting.

Video of fixing a carriage jam

The following video demonstrates how to fix a carriage 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 .

Click the plus sign ( ) for more information.

Solution one: Turn the printer off and on again

Follow these steps to restart the printer, and then try to print a test page.

Step one: Turn the printer off and on again

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

  2. Wait 60 seconds.

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

    NOTE: The printer might go through a warm-up period that can last up to one minute. Wait until the printer is idle and silent before continuing.

Step two: Print a Printer Status Report

Follow these steps to print a test page to make sure that the hardware functions correctly.

Video of printing a Printer Status Report

The following video demonstrates how to print a Printer Status Report.

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 .

  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

  2. On the product control panel, touch the Settings icon (), and then touch Tools.

  3. Touch Printer Status Report. The product prints the test page.

    Figure 1: Printer Status Report

    Image of the Printer Status Report
  • 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

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

Step one: Clear any jam from the tray

If any jammed paper is accessible from the paper tray, follow these steps to remove the paper.

  1. Remove any loose sheets of paper from the paper tray.

  2. Gently remove any jammed paper and bits of torn paper from the paper tray. To avoid tearing any whole sheets of paper, pull the paper with both hands.

    NOTE: Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the paper tray. If any torn pieces of paper remain inside the printer, more jams are likely to occur.
  3. Touch OK.

  • If these steps resolved the issue, there is no need to continue troubleshooting.

  • If the issue persists, see the next step.

Step two: Clear any jam from the cartridge access area

Follow these steps to remove any jammed paper from the cartridge access area.

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

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

    WARNING: You must disconnect the power cord before reaching inside the HP product to avoid risk of injuries or electric shock.
  3. Disconnect the USB cable from the rear of the product if you have a USB connection to the computer.

  4. Open the cartridge access door.

    Figure 2: Open the cartridge access door

    Image: Opening the cartridge access door
  5. Locate the cartridge access area.

    Figure 3: Locate the cartridge access area

    Image: The cartridge access area
  6. Gently remove any jammed paper and bits of torn paper from the cartridge access area. To avoid tearing any whole sheets of paper, pull the paper with both hands.

    NOTE: Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the product, more jams are likely to occur.

Step three: Clear any jam from the duplexer

Follow these steps to remove any jammed paper from inside the duplexer.

Get Macromedia Flash now.
To view the following movie you must have the Flash Player installed on your system.
Download Flash Now Non-HP site

  1. Make sure that the power is off and that the power cord is disconnected from the rear of the product.

  2. With the cartridge access door open, locate the cleanout door. The door is behind the cartridge access area.

    Figure 4: Locate the cleanout door

    Image: The cleanout door
  3. Pull the cleanout door up and out to remove it from the product.

    Figure 5: Remove the cleanout door from the product

    Image: Removing the cleanout door from the product
    1 - Lift the cleanout door up
    2 - Pull the cleanout door out
  4. Gently remove any jammed paper and bits of torn paper. To avoid tearing any whole sheets of paper, pull the paper with both hands.

    NOTE: Use a flashlight to thoroughly check for torn pieces of paper that might remain in the cleanout area. If any torn pieces of paper remain inside the product, more jams are likely to occur.

    Figure 6: Remove paper from the cleanout area

    Image: Removing paper from the cleanout area
  5. Press the duplexer cover hole with your finger, and then use your thumb to lift up the front of the duplexer cover.

    Figure 7: Lift the duplexer cover

    Image: Lifting the duplexer cover
  6. Hold the duplexer cover up with one hand, and then gently remove any jammed paper and bits of torn paper with the other hand.

    NOTE: Use a flashlight to thoroughly check for torn pieces of paper that might remain in the duplexer area. If any torn pieces of paper remain inside the product, more jams are likely to occur.

    Figure 8: Hold the duplexer cover up while you remove paper

    Image: Holding the duplexer cover up while removing paper
    1 - Hold the duplexer cover up
    2 - Pull any jammed paper out
  7. Let the duplexer path cover fall back into place, and then reinsert the cleanout door. Gently push the door into the cleanout area until both latches snap into place.

  8. Close the cartridge access door.

    Figure 9: Close the cartridge access door

    Image: Closing the cartridge access door

Step four: Clear any jam from underneath the printer

If you are unable to remove jammed paper from the cartridge access area or from inside the cleanout door, follow these steps to clear any jam from underneath the printer.

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

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

  3. Use your hands to secure the scanner lid, and then turn the printer onto its left side so that you can access its underside.

    CAUTION: Do not turn the printer upside down because ink might leak from the cartridges.
  4. Slide out the paper tray until it stops.

  5. Gently remove any jammed paper and bits of torn paper. To avoid tearing any whole sheets of paper, pull the paper with both hands.

    NOTE: Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the printer. If any torn pieces of paper remain inside the printer, more jams might occur.

    Figure 10: Remove paper from underneath the printer

    Image: Remove paper from  underneath the printer.
  6. Slide the tray in until it stops.

  7. Revert the printer to its normal position.

  8. Open the cartridge access door, and then look inside the printer for any loose objects that might have shifted when the printer was turned over. Remove any loose objects found.

  9. Close the cartridge access door.

    Figure 11: Close the cartridge access door

    Image: Close the cartridge access door.
  10. Reconnect the power cord to the rear of the printer.

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

Step five: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.

How to print a Printer Status Report

  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

  2. On the product control panel, touch the Settings icon (), and then touch Tools.

  3. Touch Printer Status Report. The product prints the test page.

  • 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 three: Make sure that the carriage can move freely

Follow these steps to make sure that the carriage moves freely across the width of the printer.

Step one: Check the carriage path for obstructions

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

  2. Open the cartridge access door.

    NOTE: The carriage might try to move into the access area. If it does, allow it to move to that position.

    Figure 12: Open the cartridge access door

    Image: Opening the cartridge access door
  3. With the printer turned on, disconnect the power cord from the rear of the printer.

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

    WARNING: To avoid the risk of electrical shock, you must unplug the power cord before moving the carriage by hand and resetting the paper feed mechanism.
  5. Check for and remove any loose paper or objects that might be restricting the carriage.

    NOTE: Use a flashlight to thoroughly 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.
  6. Reach into the cartridge access area, and then manually move the carriage.

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

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

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

  7. Remove any loose paper or objects found.

  8. Reach into the cartridge access area, and then manually move the carriage again to make sure that it moves freely across the width of the printer.

    If the carriage can move freely and the printer is new out of the box, then follow these steps to make sure that the cartridges are vented properly.

    1. Press the tab on the front of the cartridge inward to release it, and then pull up on the cartridge to remove it from the slot.

      Figure 13: Remove the cartridge from the slot

      Image: Remove the cartridge from the slot.
    2. Locate the vent area on the top of the cartridge.

      Figure 14: Vent area on the top of the cartridge

      Image: Vent area on the top of the cartridge.
      • If an Orange pull-tab is still attached, remove it.

        Figure 15: Orange pull-tab

        Image: Orange pull-tab.
      • If a vent is clogged, clean it carefully with a pin.

        Figure 16: Properly vented

        Image: Unclogged vent.

        Figure 17: Clogged vent

        Image: Clogged vent
    3. With the nozzle and contacts facing down, slide the cartridge into its slot. Press down on the cartridge until it clicks into place.

      Figure 18: Reinsert the cartridge

      Image: Insert the cartridge.
    4. Repeat these steps to inspect the vents on each of the cartridges.

  9. Close the cartridge access door.

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

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

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

Step two: Make sure that the posts in the cartridge parking area are not blocking the carriage

The carriage might move freely to the left and right even though the error displays on the control panel. Follow these steps to check if the posts are blocking the carriage.

NOTE: Consider using gloves to perform these steps.
  1. Unplug the power cord from the power source or electrical outlet.

  2. Open the cartridge access door.

    Figure 19: Open the cartridge access door

    Image: Open the cartridge access door.
  3. Reach into the cartridge access area, and then manually move the carriage to the left of the printer and then the right. The carriage should move completely underneath the cover on the right side of the printer.

    • If you cannot move the carriage completely underneath the cover on the right side of the printer, continue with these steps.

      Figure 20: Example of the carriage partially under the cover on the right side of the printer

      Image: Example of the carriage partially under the cover on the right side of the printer.
    • If you can move the carriage underneath the cover on the right side of the printer, skip to the next step to print a status report .

      Figure 21: Example of the carriage resting underneath the cover on the right side of the printer

      Image: Example of the carriage resting under the cover.
  4. Move the carriage to the left side of the printer, and then use a flashlight to look inside the printer under the right cover.

    Figure 22: Example showing where to look under the printer cover

    Image: Example showing where to look under the printer cover.
  5. Make sure that the posts are not blocking the carriage from moving all the way to the right.

    Figure 23: Example of posts that might be blocking the carriage

    Image: Example of the posts blocking the carriage.
  6. Use a long, slim object (such as the eraser-end of a pencil) to gently push in the post.

    Figure 24: Example of pushing in the post with a pencil

    Image: Example of pushing in the post with a pencil.
  7. Reach into the cartridge access area, and then manually move the carriage to the right of the printer. The carriage should move under the printer cover.

    WARNING: Do not lift up on the carriage.

    Figure 25: Push the carriage to the right

    Image: Push the carriage to the right.

    Figure 26: Example of the carriage resting under the cover

    Image: Example of the carriage resting under the cover.
  8. Close the cartridge access door.

    Figure 27: Close the cartridge access door

    Image: Close the cartridge access door.
  9. Reconnect the power cord to the rear of the printer.

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

  11. If the printer does not turn on automatically, press the Power button to turn it on.

Step three: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.

How to print a Printer Status Report

  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

  2. On the product control panel, touch the Settings icon (), and then touch Tools.

  3. Touch Printer Status Report. The product prints the test page.

  • 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.

Step four: Make sure that the cartridges are not touching the printer cover

Follow these instructions to make sure that the cartridges do not touch the printer cover.

NOTE: If the cartridges are seated properly and there is a gap between the cartridges and the printer cover, the cartridges are seated correctly. Skip to the next solution.
  1. Press the Power button to turn on the printer if it is not already on.

  2. Open the cartridge access door.

    Figure 28: Open the cartridge access door

    Image: Opening the cartridge access door
  3. Check to see if any of the cartridges are jammed against the printer cover.

    Figure 29: A cartridge jammed against the printer cover

    Image: A cartridge jammed against the printer cover.

    If there is a gap between the cartridges and the printer cover, the cartridges are seated properly. Continue to the next solution.

    Figure 30: Properly installed cartridges

    Image: Properly installed cartridges.
  4. Press the Power button to turn off the printer.

  5. 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.
  6. Gently press down on the carriage, and then slide the carriage to the left so that the top of the magenta cartridge is visible.

    Figure 31: Press down on the front of the carriage, and then slide the carriage to the left

    Image: Press down on the front of the carriage, and then slide the carriage to the left
    NOTE: You might hear a click as the carriage drops.
  7. Gently press down on the carriage, and then slide the carriage to the right. All of the cartridges should rest under the printer cover.

    Important: Do not try to pull out the carriage.

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

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

  10. Press the Power button to turn on the printer. The carriage moves freely.

    Figure 32: The carriage moves freely

    Image: The carriage moves freely.
  11. Close the cartridge access door.

    Figure 33: Close the cartridge access door

    Image: Closing the cartridge access door

Step five: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.

How to print a Printer Status Report

  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

  2. On the product control panel, touch the Settings icon (), and then touch Tools.

  3. Touch Printer Status Report. The product prints the test page.

  • 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: Remove and reinsert the cartridges

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

Step one: Remove and reinsert the cartridges

  1. Press the Power button () to turn on the product if it is not on already. Wait until the product is idle and silent before continuing.

  2. Open the cartridge access door. The carriage moves to the access area.

    Figure 34: Open the cartridge access door

    Image: Opening the cartridge access door
  3. Press the tab on the front of the cartridge in to release it, and then pull up on the cartridge to remove it from the slot.

    Figure 35: Remove the cartridge from the slot

    Image: Remove the cartridge from the slot
  4. With the nozzle and contacts facing down, reinsert the cartridge into its slot. Press down on the cartridge until it clicks into place.

    Figure 36: Reinsert the cartridge

    Image: Insert the cartridge
  5. Repeat these steps to remove and reinsert the other cartridges.

  6. Close the cartridge access door.

    Figure 37: Close the cartridge access door

    Image: Closing the cartridge access door

Step two: Print a Printer Status Report

Print a test page to make sure that the hardware functions correctly.

How to print a Printer Status Report

  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

  2. On the product control panel, touch the Settings icon (), and then touch Tools.

  3. Touch Printer Status Report. The product prints the test page.

  • 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: Plug the printer directly into a wall outlet

Follow these steps to plug the printer directly into a wall outlet, and then print a test page.

Step one: Plug the printer directly into a wall outlet

Plug the printer directly into an electrical outlet to make sure that the power source functions correctly.

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

  2. Unplug the power cord from any power strip or surge suppressor.

  3. Plug the power cord directly into an electrical outlet.

  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

Print a test page to make sure that the hardware functions correctly.

How to print a Printer Status Report

  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

  2. On the product control panel, touch the Settings icon (), and then touch Tools.

  3. Touch Printer Status Report. The product prints the test page.

  • 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: Reset the printer

  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 test page to make sure that the hardware functions correctly.

How to print a Printer Status Report

  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.

  2. On the product control panel, touch the Settings icon (), and then touch Tools.

  3. Touch Printer Status Report. The product prints the test page.

  • If these steps resolved the issue, and the test page prints, you can stop troubleshooting.

  • 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 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).

Provide feedback

Please rate the information on this page to help us improve our content. Thank you!