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

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.
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.
  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.
  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
    1 - Lift the cleanout door up
    2 - Pull the cleanout door out
    Image: Removing the cleanout door from the product
  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
    1 - Hold the duplexer cover up
    2 - Pull any jammed paper out
    Image: Holding the duplexer cover up while removing paper
  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 product if it is not off already.
  2. Disconnect the power cord from the rear of the product if it is not disconnected already.
  3. Turn the product onto its left side so that you can access its underside.
    CAUTION: Before turning the product, use your hand to secure the scanner lid.
  4. Slide the paper tray out.
  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 product. If any torn pieces of paper remain inside the product, more jams are likely to occur.
    Figure 10: Remove paper from underneath the product
    Image: Remove paper from underneath the product
  6. Slide the tray in until it stops.
  7. Turn the product over to its normal position.
  8. Open the cartridge access door, and then look inside the product for any loose objects that might have shifted when the product was turned over. Remove any loose objects found.
  9. Close the cartridge access door.
  10. Reconnect the power cord to the rear of the product.
  11. Press the Power button ( ) to turn on the product.
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 11: 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 12: 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 13: 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 14: Orange pull-tab
        Image: Orange pull-tab.
      • If a vent is clogged, clean it carefully with a pin.
        Figure 15: Properly vented
        Image: Unclogged vent.
        Figure 16: 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 17: 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 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 18: 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 19: 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 20: 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 21: 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 22: The carriage moves freely
    Image: The carriage moves freely.
  11. Close the cartridge access door.
    Figure 23: Close the cartridge access door
    Image: Closing the cartridge access door
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.
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 24: 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 25: 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 26: 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 27: 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
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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