Print | Rate this content

A 'Paper Jam' Error Displays on the HP Deskjet Ink Advantage 6520 e-All-in-One and HP Photosmart 6520 e-All-in-One Printer Series

Issue

During printing, the printer stops feeding pages, and the error message 'Paper Jam. Clear jam, and then press OK' displays on the printer control panel. The Power button light () might also blink fast.

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.

Click the plus sign ( ) for more information.

Experiencing frequent or recurring paper jams?

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

  • Do not put any objects (such as paper clips, coins, or rubber bands) on top of the HP product that could potentially fall inside the input tray.

  • 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 width adjusters on the tray are correctly positioned before inserting paper into the product.

    CAUTION: Do not force paper into the tray.
  • Do not overload the tray with paper.

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

  • Make sure that 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:

  • Foreign objects (such as paper clips, coins, or rubber bands) might have fallen into the input tray.

  • Paper loaded incorrectly in the paper tray.

  • Damaged or dirty paper rollers.

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

  • The access door (on the rear or underside of the product) might not be closed securely.

  • 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.

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

When one of the solutions resolves the issue, you can stop troubleshooting.

Video of clearing a paper jam

The following video demonstrates how to clear a paper jam.

NOTE: This video shows the HP Photosmart 6520 e-All-in-One printer, 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 .

Solution one: Reset the printer

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

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.

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

  2. On the printer control panel, touch the Settings icon ().

  3. Touch Tools, and then touch Printer Status Report. The printer prints the 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 two: Clear the jam from the printer

Follow these steps to clear a paper jam.

Step one: Clear any jammed paper from the input and output tray areas

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

  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. Disconnect the USB cable from the rear of the printer if you have a USB connection to the computer.

  4. Remove the output tray.

  5. Remove any loose sheets of paper from the input tray.

  6. Gently remove any jammed paper and bits of torn paper from the input and output tray areas inside the printer. 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 are likely to occur.
  7. Continue to the next step to check for any other jammed paper.

Step two: Clear any jammed paper from the cartridge access area

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

  1. Open the cartridge access door.

    Figure 1: Open the cartridge access door

    Image: Open the cartridge access door.
  2. Locate the cartridge access area.

    Figure 2: The cartridge access area

    Image: The cartridge access area.
  3. 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 printer. If any torn pieces of paper remain inside the printer, more jams are likely to occur.

Step three: Clear any jammed paper from the duplexer

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

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

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

    Figure 3: Locate the cleanout door

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

    Figure 4: Remove the cleanout door from the printer

    Image: Remove the cleanout door from the printer.
    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 printer, more jams are likely to occur.

    Figure 5: Remove any jammed paper from the cleanout area

    Image: Remove any jammed 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 6: Lift up the duplexer cover

    Image: Lift up the duplexer cover.
  6. Hold up the duplexer cover 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 printer, more jams are likely to occur.

    Figure 7: Hold up the duplexer cover while you remove any jammed paper

    Image: Hold the duplexer cover up and remove any jammed paper.
    1 - Hold up the duplexer cover
    2 - Remove any jammed paper
  7. Let the duplexer 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 8: Close the cartridge access door

    Image: 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 four: 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 printer control panel, touch the Settings icon ().

  3. Touch Tools, and then touch Printer Status Report. The printer prints the 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.

Step five: Check to see if the cleanout door is warped

Check if the cleanout door is warped inward by placing an object with a straight edge, such as a ruler, across the front edge of the cleanout door.

Figure 9: Example of a warped cleanout door

Image: Example of a warped cleanout door

Figure 10: Example of a cleanout door in good condition

Image: Example of a cleanout door in good condition
  • If the cleanout door is not warped and there is still an issue, skip to the solution to make sure the carriage can move freely.

  • If the cleanout door is warped, continue to the next step to replace the cleanout door.

Step six: Replace the cleanout door

If the cleanout door is warped, contact HP for a replacement.

Click Contact HP on this page for more support options.

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 11: Open the cartridge access door

    Image: Open 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 that you find.

  8. Make sure that the carriage moves freely across the width of the printer by gently pushing the carriage to the left, and then to the right.

  9. Close the cartridge access door.

    Figure 12: Close the cartridge access door

    Image: 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: 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 printer control panel, touch the Settings icon ().

  3. Touch Tools, and then touch Printer Status Report. The printer prints the 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: Clean the paper rollers inside the cartridge access area

Dust, paper fiber, and other debris might accumulate on the paper feed rollers and cause paper jams and paper feed issues.

Step one: Clean the paper feed rollers

Follow these steps to clean the paper feed rollers.

  1. Gather the following materials:

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

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

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

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

  4. Open the cartridge access door.

    Figure 13: Open the cartridge access door

    Image: Opening the cartridge access door
  5. Pull the cleanout door up and out to remove it from the printer.

    Figure 14: Remove the cleanout door from the printer

    Image: Removing the cleanout door from the printer
    1 - Lift the cleanout door up
    2 - Pull the cleanout door out
  6. Lightly dampen the swab with the water, and then squeeze any excess liquid from the swab.

  7. Press the swab against the rollers inside the printer, and then rotate the rollers upwards with your fingers. Apply a moderate amount of pressure to remove any dust or dirt buildup.

    Figure 15: Clean the rollers inside the printer

    Image: Clean the rollers inside the printer
  8. Allow the rollers to dry for 10 to 15 minutes.

  9. Check the rollers on the cleanout door. Make sure that the rollers are not missing, that they turn easily, and that they are springy when you press them. If the rollers are damaged, replace the door.

    Figure 16: Check the rollers on the cleanout door

    Image: Check the rollers on the cleanout door
  10. Reinsert the cleanout door. Gently push the door into the cleanout area until both latches snap into place.

  11. Close the cartridge access door.

    Figure 17: Close the cartridge access door

    Image: 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.

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 printer control panel, touch the Settings icon ().

  3. Touch Tools, and then touch Printer Status Report. The printer prints the 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 five: 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!