HP Deskjet 1000 (J110), 2000 (J210), 3000 (J310), and Deskjet Ink Advantage 2010 (K010a) Series Printers

The Carriage is Stuck and Does Not Move

Issue
The carriage is stuck and does not move. The product might also have one of the following issues: A paper jam The product will not print The print job stops unexpectedly Blinking lights on the control panel (if the product has a control panel) Figure 1: Blinking lights on the control panel

Video of fixing a carriage jam

View the video or choose one of the following topics to learn how to fix a carriage jam. The following video demonstrates how to fix a carriage jam. NOTE: This video shows the HP Deskjet 3000 printer. The outside of the printer might not look the same as your printer, but the steps are the same. . If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube . IMPORTANT: You must follow these solutions in the order presented to resolve the issue.

Solution one: Turn the product off and then on, and then print a self-test report
Follow these steps to turn the product off and then on again to reset the print mechanism, and then to print a test page. Step one: Turn the product off and then on 1. Press the Power button ( ) to turn off the product. If the product does not turn off, continue to the next solution to clear a paper jam. 2. Wait 60 seconds. 3. Press the Power button ( ) to turn the product on. NOTE: The product might go through a warm-up period. The product lights might flash and the carriage might move. Wait until the warm-up period finishes before proceeding. Step two: Print a self-test report Use the following steps to print a self-test report. 1. Load U.S. letter or A4 size, unused, plain, white paper into the input tray. Figure 2: Load paper into the input tray 2. Press and hold the Power button ( ), open the carriage access door, and then close the carriage access door.

3. Release the Power button ( ). The self-test 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. If one of these steps solves the issue, you do not need to continue troubleshooting. Step one: Remove loose paper from the trays 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. Step two: Clear the paper jam from the top of the product Follow these steps to clear the paper jam from the top of the product. 1. Press the Power button ( ) to turn off the product. 2. Unplug the power cord from the back of the product. 3. Gently pull up on the jammed paper until the paper is removed from the product. Figure 3: Pull jammed paper out of the top of the product CAUTION: Remove the paper carefully. If the paper tears, part of it might remain inside the paper path and damage the product. Carefully remove all traces of paper that you can find. 4. Reconnect the power cord to the back of the product. 5. Press the Power button ( ) to turn on the product. 6. Load paper in the input tray. Figure 4: Load paper in the input tray 7. Try the print job again. Step three: Clear the paper jam from the bottom of the product Follow these steps to clear the paper jam from the bottom of the product. 1. 2. 3. 4. 5. Remove any loose sheets of paper from the input tray. Press the Power button ( ) to turn off the product. Unplug the power cord from the back of the product. Turn the product upside down so that you are facing the bottom of the product. Locate the two tabs on the cleanout door, press the tabs, and then pull open the cleanout door. Figure 5: Press the tabs and open the cleanout door

6. Gently pull the jammed paper out of the product. Figure 6: Pull the jammed paper out of the product CAUTION: Remove the paper carefully. If the paper tears, part of it might remain inside the paper path and damage the product. Carefully remove all traces of paper that you can find. 7. Close the cleanout door. Figure 7: Close the cleanout door 8. Turn the product over, and then reconnect the power cord to the back of the product. 9. Press the Power button ( ) to turn on the product.

10. Load paper in the input tray. Figure 8: Load paper in the input tray 11. Try the print job again. Step four: Clear the paper jam from the front of the product Follow these steps to clear the paper jam from the front of the product. 1. Press the Power button ( ) to turn off the product. 2. Unplug the power cord from the back of the product. 3. Gently pull the jammed paper toward you until the paper is removed from the product. Figure 9: Pull jammed paper out of the front of the product CAUTION: Remove the paper carefully. If the paper tears, part of it might remain inside the paper path and damage the product. Carefully remove all traces of paper that you can find. 4. Reconnect the power cord to the back of the product. 5. Press the Power button ( ) to turn on the product. 6. Load paper in the input tray. Figure 10: Load paper in the input tray 7. Try the print job again. Step five: Clear the paper jam from the inside of the product Follow these steps to clear the paper jam from the inside of the product. 1. Press the Power button ( ) to turn off the product. 2. Unplug the power cord from the back of the product. 3. Open the carriage door on the front of the product. CAUTION: Remove the paper carefully. If the paper tears, part of it might remain inside the paper path and damage the product. Carefully remove all traces of paper that you can find. 4. Slide the carriage all the way to the right side of the product. 5. Gently pull the jammed paper toward you until the paper is removed from the product. Figure 11: Pull jammed paper out of the front of the product 6. Close the carriage door. Figure 12: Close the carriage door 7. Reconnect the power cord to the back of the product. 8. Press the Power button ( ) to turn on the product. 9. Load paper in the input tray. Figure 13: Load paper in the input tray 10. Try the print job again. Step six: Print a self-test report Use the following steps to print a self-test report. 1. Press and hold the Power button ( ), open the carriage access door, and then close the carriage access door. 2. Release the Power button ( ). The self-test 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: Make sure that the carriage moves freely

Follow these steps to see if jammed paper is obstructing the carriage. Step one: Check the carriage path for obstructions 1. If the product is not already on, press the Power button ( ) to turn on the product. 2. With the product turned on, open the carriage door. The carriage moves into the access area. Allow the carriage to move to that position. 3. With the product turned on, unplug the power cord from the back of the product. 4. Unplug the power cord from the power source or electrical outlet. WARNING: You must unplug the power cord to move the carriage by hand and reset the paper feed mechanism without risk of electrical shock. 5. Check for any paper or objects that might be stopping the carriage. 6. Reach inside the product through the paper output tray, and then manually move the carriage. If the carriage is stuck on the right side of the product , move the carriage to the left side of the product. If the carriage is stuck on the left side of the product , move the carriage to the right side of the product. If the carriage is stuck in the middle of the product , move the carriage to the right side of the product. 7. Remove any loose paper or obstructions found. 8. Make sure that the carriage can move freely across the width of the product by gently pushing the carriage to the left and then to the right. 9. Close the carriage door. 10. Plug the power cord into the HP product. 11. Press the Power button ( ) to turn on the product. Step two: Print a self-test report Use the following steps to print a self-test report. 1. Press and hold the Power button ( ), open the carriage access door, and then close the carriage access door. 2. Release the Power button ( ). The self-test 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 four: Remove and reinstall the cartridges

Improper placement or installation of the cartridges can cause the product to indicate a carriage jam error. Follow these steps to remove and then reinstall the cartridges. Step one: Remove the cartridges 1. If the product is not already on, press the Power button ( ) to turn it on. 2. Open the cartridge door, and then wait for the carriage to move to the center of the product. Figure 14: Open the cartridge door 3. Press down lightly on the cartridge that you want to replace to release it, and then pull it toward you out of its slot. Figure 15: Remove the old cartridge 4. Remove the new cartridge from its package.

Figure 16: Remove the cartridge from the package 5. Use the pink pull tab to remove the plastic protective tape from the new cartridge. Figure 17: Remove the plastic protective tape CAUTION: Do not touch the copper-colored contacts or the ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections. Also, do not re-tape the cartridges. Doing so can result in clogs, ink failure, and bad electrical connections. Figure 18: Do not touch electrical contacts or ink nozzles 6. Slide the new cartridge into its slot until it snaps firmly into place. Figure 19: Slide the cartridge into its slot The tri-color cartridge ( ) goes in the slot on the left The black cartridge ( ) goes in the slot on the right 7. Repeat these steps to replace the other cartridge, if necessary. 8. Close the carriage door. Figure 20: Close the carriage door Step two: Reinstall the cartridges Follow these steps to reinstall the cartridges. Repeat the steps for each cartridge. 1. Hold the cartridge by its sides with the nozzles toward the product, and then insert the cartridge into its slot. Make sure that the icon on the cartridge matches the icon on the slot. The tri-color cartridge ( ) goes in the slot on the left The black cartridge ( ) goes in the slot on the right Figure 21: Insert the cartridge into its slot 2. Push the cartridge forward into its slot until it snaps into place. 3. Repeat these steps to remove and reinstall the other cartridge. 4. Close the carriage door. Figure 22: Close the carriage door 5. Press the Power button ( ) to turn on the product. Step three: Print a self-test report Use the following steps to print a self-test report. 1. Load U.S. letter or A4 size, unused, plain, white paper into the input tray. Figure 23: Load paper into the input tray 2. Press and hold the Power button ( ), open the carriage access door, and then close the carriage access door. 3. Release the Power button ( ). The self-test 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 five: Plug the product directly into a wall outlet

Plug the product directly into a wall outlet to make sure that the power source functions correctly. Step one: Plug the product into the wall outlet

1. Disconnect the power cord from the rear of the product. 2. Disconnect the power cord from any power strip or surge suppressor, and then plug it directly into the wall outlet. 3. Reconnect the power cord to the rear of the product. Step two: Print a self-test report Use the following steps to print a self-test report. 1. Load U.S. letter or A4 size, unused, plain, white paper into the input tray. Figure 24: Load paper into the input tray 2. Press and hold the Power button ( ), open the carriage access door, and then close the carriage access door. 3. Release the Power button ( ). The self-test 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: Perform a power reset

Follow these steps to perform a power reset. Step one: Perform a power reset 1. Press the Power button ( ) to turn off the product. NOTE: The product might not turn off after pressing the Power button. Continue to the next step regardless. 2. 3. 4. 5. 6. 7. Disconnect the power cord from the rear of the product. Unplug the power cord from the electrical outlet. Wait 30 seconds. Replug the power cord into the electrical outlet. Reconnect the power cord to the rear of the product. Press the Power button ( ) to turn on the product.

Step two: Print a self-test report Use the following steps to print a self-test report. 1. Load U.S. letter or A4 size, unused, plain, white paper into the input tray. Figure 25: Load paper into the input tray 2. Press and hold the Power button ( ), open the carriage access door, and then close the carriage access door. 3. Release the Power button ( ). The self-test 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 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 seven: Service the product

Service the Product - Contextual Wrapper 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 in Contact 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 products warranty status, go to HPs Warranty Check Tool . If your product is in warranty , contact HP. If your product is out of warranty , fees might apply for contacting HP.