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HP Officejet 4610 All-in-One, Officejet 4620, Deskjet Ink Advantage 4610, and Deskjet Ink Advantage 4620 e-All-in-One Printer Series - A 'Carriage Jam,' '0x61000008,' '0x6100000B,' or '0x6100001D' Message Displays on the Control Panel

Issue
One of the following messages displays on the printer control panel:
  • Carriage Jam. The print carriage cannot move. Open the ink cartridge access door, clear any paper jam or obstruction, and select OK
  • There is a problem with the printer or ink system.
One of the following error codes might display with the message:
  • 0x61000008
  • 0x6100000B
  • 0x6100001D
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.
Click the plus sign ( ) for more information.
Solution one: Restart the All-in-One
Follow these steps to restart the printer, and then try to print a test page.
Step one: Restart the All-in-One
  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 which can last several minutes. Wait until the printer is idle and silent before continuing.
Step two: Print a Printer Status Report
Video on printing a test page
The following video demonstrates how to print a printer status report.
NOTE: This video shows the HP Officejet 4620 e-All-in-One Printer series, 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 .
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.
  2. On the product control panel, press the Setup button ( ).
  3. Press the button ( ) next to the Down Arrow ( ) until Reports displays next to OK , and then press the button next to OK .
  4. Press the button next to the Down Arrow ( ) until Printer Status Report displays next to OK , and then press the button next to OK again. The test page 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 the jam from inside the printer
Follow these steps to clear the jam from the cartridge access area, the cleanout area, and from underneath the printer.
Video on clearing a carriage jam
The following video demonstrates how to clear a carriage jam.
NOTE: This video shows the HP Officejet 4620 e-All-in-One Printer series, 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 .
Step one: Clear the jam from the cartridge access area
Follow these steps to remove jammed paper from inside the cartridge access area.
  1. Press the Power button ( ) to turn on the printer, if it is not already turned on.
  2. Locate the two slots on the sides of the printer.
    Figure 1: Locate the slots on the sides of the printer
    Image: Locate the slots on the sides of the printer
  3. Place your fingers in the two slots on the sides of the printer, and then lift the cartridge access door. The carriage moves into the cartridge access area.
    Figure 2: Open the cartridge access door
    Image: Open the cartridge access door
  4. 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.
  5. Disconnect the USB cable from the rear of the printer if you have a USB connection to the computer.
  6. Gently remove any jammed paper from the cartridge access area. To avoid tearing any whole sheets of paper, pull the paper with both hands.
  7. Use a flashlight to thoroughly check for torn pieces of paper that might remain in the cartridge access area.
    NOTE: If any torn pieces of paper remain inside the printer, more jams are likely to occur.
  8. Slide the carriage to the right side of the cartridge access area, and then inspect the left side of the cartridge access area for torn pieces of paper that might remain inside the printer.
  9. Remove any torn pieces of paper you find.
  10. Slide the carriage to the left side of the cartridge access area, and then inspect the right side of the cartridge access area for torn pieces of paper that might remain inside the printer.
  11. Remove any torn pieces of paper you find.
Step two: Clear the jam from inside the cleanout door
Follow these steps to remove any jammed paper from the cleanout door.
  1. Make sure that the power is off and that the power cord is disconnected from the rear of the printer.
    WARNING: Do not reach into the cartridge access area when the printer is plugged into an electrical outlet.
  2. With the cartridge access door open, locate the cleanout door. The door is behind the cartridge access area towards the rear of the printer.
    Figure 3: The cleanout door and cartridge access area
    Image: The cleanout door
  3. Pull the cleanout door up and then out to remove it from the printer.
    Figure 4: Remove the cleanout door from the printer
    1 - Lift the cleanout door up
    2 - Pull the cleanout door out
    Image: Remove the cleanout door from the printer
  4. Gently remove any jammed paper. To avoid tearing any whole sheets of paper, pull the paper with both hands.
    Figure 5: Remove paper from the cleanout area
    Image: Remove paper from the cleanout area
  5. Use a flashlight to thoroughly check for torn pieces of paper that might remain in the cleanout area.
    NOTE: If any torn pieces of paper remain inside the printer, more jams are likely to occur.
  6. Remove any torn pieces of paper you find.
  7. 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 6: Close the cartridge access door
    Image: Close the cartridge access door
Step three: Clear the jam from underneath the All-in-One
If you are unable to remove jammed paper from the cartridge access area or from inside the cleanout door, follow these steps to clear the 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.
    WARNING: Do not reach into the printer when it is plugged into an electrical outlet.
  3. Turn the printer onto its left side so that you can access its underside.
  4. Slide the paper tray out until it stops.
  5. Gently remove any jammed paper and bits of torn paper from the input tray area and from underneath the printer. To avoid tearing any whole sheets of paper, pull the paper with both hands.
    Figure 7: Remove paper from underneath the printer
    Image: Remove paper from underneath the printer
  6. Use a flashlight to thoroughly check for torn pieces of paper that might remain inside the printer.
    NOTE: If any torn pieces of paper remain inside the printer, more jams are likely to occur.
  7. Remove any torn pieces of paper you find.
  8. Slide the paper tray back in until it stops.
  9. Return the printer to its normal position.
  10. Open the cartridge access door, and then look inside the printer for any loose objects that might have shifted when you turned the printer over. Remove any loose objects you find.
  11. Close the cartridge access door.
    Figure 8: 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 four: Print a Printer Status Report
Print a test page to make sure that the hardware functions correctly.
How to print a test page
Follow these steps to print a test page.
  1. Load plain white U.S. letter or A4 size paper in the tray.
  2. On the product control panel, press the Setup button ( ).
  3. Press the button ( ) next to the Down Arrow ( ) until Reports displays next to OK , and then press the button next to OK .
  4. Press the button next to the Down Arrow ( ) until Printer Status Report displays next to OK , and then press the button next to OK again. The test page 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 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
Follow these steps to remove and then reinsert the cartridges.
  1. Press the Power button ( ) to turn on the printer, if it is not already on.
  2. Locate the two slots on the sides of the printer.
    Figure 9: Slots on the sides of the printer
    Image: Slots on the side of the printer
  3. Place your fingers in the slots on the right and left sides of the printer, and then lift to open the cartridge access door. The carriage moves into the carriage access area.
    Figure 10: Open the cartridge access door
    Image: Open the cartridge access door
  4. Wait until the carriage is idle and silent before proceeding.
  5. Press in the tab on the front of a cartridge to release it, and then pull up on the cartridge to remove it from the slot.
    Figure 11: Remove the cartridge from its slot
    Image: Remove the cartridge from its slot
  6. Repeat these steps to remove the other cartridges.
  7. To reinsert a cartridge, hold the cartridge so that the cartridge contacts are facing toward the printer.
  8. Match the colored dot on the cartridge with the dot of the same color on the carriage.
  9. Slide the cartridge into its slot, and then gently press the cartridge down until it clicks into place.
    NOTE: Make sure that the colored dot on the cartridge label matches the colored dot on the slot.
    Figure 12: Install the cartridge
    Image: Install the cartridge
  10. Repeat these steps to reinsert the other cartridges.
  11. Close the cartridge access door.
    Figure 13:  Close the cartridge access door
    Image: Close 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 test page
Follow these steps to print a test page.
  1. Load plain white U.S. letter or A4 size paper in the tray.
  2. On the product control panel, press the Setup button ( ).
  3. Press the button ( ) next to the Down Arrow ( ) until Reports displays next to OK , and then press the button next to OK .
  4. Press the button next to the Down Arrow ( ) until Printer Status Report displays next to OK , and then press the button next to OK again. The test page 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: Plug the All-in-One 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 All-in-One 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 test page
Follow these steps to print a test page.
  1. Load plain white U.S. letter or A4 size paper in the tray.
  2. On the product control panel, press the Setup button ( ).
  3. Press the button ( ) next to the Down Arrow ( ) until Reports displays next to OK , and then press the button next to OK .
  4. Press the button next to the Down Arrow ( ) until Printer Status Report displays next to OK , and then press the button next to OK again. The test page 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: Reset the All-in-One
Follow these steps to reset the printer.
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 test page
Print a test page to make sure that the hardware functions correctly.
How to print a test page
Follow these steps to print a test page.
  1. Load plain white U.S. letter or A4 size paper in the tray.
  2. On the product control panel, press the Setup button ( ).
  3. Press the button ( ) next to the Down Arrow ( ) until Reports displays next to OK , and then press the button next to OK .
  4. Press the button next to the Down Arrow ( ) until Printer Status Report displays next to OK , and then press the button next to OK again. The test page 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 six: Service the All-in-One
Service the Product - Contextual Wrapper
There might be a problem with the product hardware or a component may not be functioning correctly. The next step is to service the product.
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.
  • If your product is out of warranty , fees might apply for contacting HP.
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.
  • If your product is out of warranty , click here to view additional printer support options starting as low as $20.

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