I get a cartridge jam when I try to print a doc from my desktop

[shelly118]

I get a cartridge jam when I try to print a document from my desktop.  

[Hawks_Eye]

Hi @shelly118 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thanks for flagging that—cartridge jams on the HP Smart Tank 7602 can be especially frustrating since this model uses a printhead-based ink tank system, not traditional cartridges. 

Let’s walk through a few targeted steps to clear the jam and get you printing again. 🖨️🔧

Turn Off the Printer:

• Press the power button to turn off the printer. Unplug the power cord from the back of the printer.

Open Cartridge Access Door:

• Open the cartridge access door to access the cartridges and carriage area.

Clear any Paper Jams:

• Check for any paper stuck in the cartridge area or around the print carriage and remove it carefully. Ensure no small paper pieces remain inside the printer.

Check the Carriage:

• Ensure the print carriage can move freely. Manually move it gently to both sides to check for any obstructions.

Re-position the Cartridges:

• Inspect the cartridges to ensure they are seated correctly. Gently push any loose cartridges back into place securely.

Close the Access Door:

• Once you’ve checked and re-positioned the cartridges, close the cartridge access door firmly.

Reconnect and Restart:

• Plug the power cord back in and turn on the printer. Try printing a test page to see if the issue is resolved.

Firmware Update:

• Ensure your printer firmware is up to date by visiting the HP Support site. An update might resolve certain operational issues.

Let me know what happens after trying these steps—whether the carriage finally moves or if it’s still stuck. 

You’re doing all the right things, and we’ll get your printer back in motion! 💪😊

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[shelly118]

It turns out that my rollers were dirty and had some lint buildup, which was preventing the paper from feeding properly into the printer. I used a moist microfiber cloth to rub each wheel, and that seems to have stopped the paper jams.

My next concern is that at the top of each printed document, 1 1/2"  from the top, a horizontal crease appears.   Do you have any idea how to get a smooth copy?

[Hawks_Eye]

@shelly118 

Commendable diagnosis, superb troubleshooting and splendid description of the issue before posting. Hats off to you on that score. 😊 

That horizontal crease about 1½ inches from the top is a classic sign of a mechanical issue in the paper path—usually tied to how the paper is being picked up or fed through the rollers. 

Since you’ve already cleaned the rollers (nicely done!), here are a few more steps to help smooth things out:

🧼 1. Inspect and Clean the Paper Path Thoroughly

Even after cleaning the rollers, residual lint or uneven pressure can cause creasing.

• Power off and unplug the printer.
• Open all accessible panels (input tray, rear access, output tray).
• Use a flashlight to inspect for paper fragments, dust, or foreign objects.
• Clean the pressure rollers and feed rollers again—especially near the top of the feed path.

Let everything dry completely before powering back on.

📏 2. Check Paper Type and Tray Settings

Paper that’s too thick, curled, or improperly loaded can crease during feeding.

• Use flat, clean, 75–90gsm paper (standard weight).
• Fan the stack before loading to prevent sticking.
• Make sure the paper guides are snug—not too tight or loose.
• Avoid overfilling the tray.

🛠️ 3. Run a Paper Feed Cleaning Cycle

Some HP printers offer a built-in tool to recalibrate the feed mechanism.

• On the printer or via the HP Smart app, go to:
  • Settings > Tools > Clean Paper Feed
• Follow the on-screen instructions.

This can help realign rollers and reduce pressure inconsistencies.

🔍 4. Check for Wear or Warped Rollers

If the crease is consistent across all pages, one roller may be worn or misaligned.

• Look for flat spots, cracks, or warping on the rollers.
• If visible damage is found, replacement may be needed.

🧪 5. Test with Different Paper

Try printing on a different brand or weight of paper. If the crease disappears, the issue may be paper-specific.

Let me know what you observe after these checks.  You're clearly being proactive—and that makes all the difference in keeping your printer running smoothly.

Regards,

Hawks_Eye