False Paper Jam issue with Carriage that will not move

[Conno]

I have an Office Jet Pro 8600 that suddenly started receiving 'Paper Jam' errors even though I did not encounter a paper jam.

I have followed the suggested paper jam clearing tutorials and suggestions for how to reset the printer but have not resolved the issue.

The carriage does not move at all even though it sounds as if it is attempting to do so.

I am not sure where to go from here.

[Riddle_Decipher]

 @Conno

To resolve the false or phantom paper jam error, I suggest you go through the below steps from this article: Click here (Unless this is the tutorial you mentioned about), if yes, proceed to the below steps to resolve the carriage jam issue:

Step 1: Reset the printer

Reset the printer to try to clear the error message.

1. Turn the printer on, if it is not already on.

2. Wait until the printer is idle and silent before you continue.

3. With the printer turned on, disconnect the power cord from the rear of the printer.

4. Unplug the power cord from the wall outlet.

5. Wait at least 60 seconds.

6. Plug the power cord back into the wall outlet.

   NOTE: 

   HP recommends connecting the printer power cord directly to the wall outlet.

7. Reconnect the power cord to the rear of the printer.

8. Turn on the printer, if it does not automatically turn on.

9. Wait until the printer is idle and silent before you proceed.

Step 2: Print a Printer Status Report

Printing a test page verifies that the hardware functions correctly.

1. Load U.S. Letter or A4 size, unused, plain white paper into the input tray.

2. On the control panel, touch the Right Arrow ().

3. Touch Setup ().

4. Touch the Down Arrow () to scroll to Reports.

5. Touch Reports, and then touch Printer Status Report. The Printer Status Report prints.

Try to print again. If the error persists, continue with the steps to clear any jammed paper from the printer.

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE & SKIP TO SOLUTION 2 ONWARD

(By the end of this article all the issues should be resolved)

Keep me posted, as I (Or a trusted colleague) shall follow-up on this case to ensure the concern has been addressed, 

And your device is up and running again, only in case you don't get back to us, first! 

That said, If the information I've provided was helpful, give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us, and others see that we've got the answers!

Good Luck.

[Conno]

Thank you for the suggestions.  I went through all of these steps, one by one again just to make sure, and I still have the same issue.    

The first message that appears is 'Improper Shutdown...'.  Once I select 'OK', I receive the 'Paper Jam' message.     I do not receive acknowledgement by pressing 'OK" at this point.

The print head does not move and an I never get another menu so I can't successfully complete some of the steps suggested.

Do you have a suggestion as to how I should proceed?

Thank you,

[Riddle_Decipher · Accepted solution]

@Conno I suggest you check my private message for steps on performing a full reset, the instructions are designed for your specific printer and if anyone with a different model would try the steps, it may render the printer unstable, hence a private message would be the safest way of sharing this information:

Click here to know how the private message function works.

Stand by for updates!

And have a good day.

(If anyone wants these instructions for their specific printers, please create a public post and tag me, I'll be happy to help)

[amiears]

Riddle_Decipher-  I have the same issue with the HP OfficeJet Pro 6975. Please reset instrctions. Thanks.

[kc111]

Try reboot by switching on printer then remove power cord...wait 30 secs then replug it in

Try partial reset....press space#button together with numeral3 button and connect power plut

Try full reset....press space#button together with numeral9 button and replug power

[IrvingFael]

Hi Conno, if you have a false paper jam and printhead does not move.... and you have passed all the Clear paper jam instructions, then there could be a problem with a belt, because the age of that printer, some belt could have wear, one of these could be a belt which it located at the left side of the printer. If you ear a strange noise (a new strange noise) when printer tries to move the printhead and get a paper jam message, it could be a worn belt into the printer.

[Petrus]

In my case (HP Envy 7645), the carriage moves quite nicely while the printer boots-up.  After that, I get the error message telling me about an obstruction or paper jam.  For the life of me, I cannot find anything the resembles a jam or other obstruction.  I use a Mac Powerbook, Mojave OS 10.14.

[jhugheyADMIN]

Conno,

Important:   I know you said you did the Printhead Rail step, however,  have you completely verified the printhead carriage is not sticking by opening the ink-access door and observing it moving from right to left?  After the power is on, when you open the front access door, the carriage should automatically move smoothly after it starts from the right side.  If it hesitates or restarts, especially on the right side, it still needs attention.

With my HP OfficeJet Pro 8600, the ink cartrige carriage was sticking on its rail, and this caused the false paper-jam message.  It seems that paper is not the only thing that can "jam" (stop) the carriage motion, so hence the message.    I have been using the printer for over two years, and the carriage began to stick on its rail.

Diagnosis:  Opening the ink access door on the front,  I observed the carriage would try to move from the right, and then it would stop two or three times before it finally moved to the far left of the rail.

One of the links given earlier in this problem thread redirects you the 8600 Knowledge base with several steps to try.  Doing Step 3 -- Check the Carriage Path, I noticed the carriage would not move smoothly with manual movement.    Mine was fixed when I cleaned and lubed the ink-cartridge carriage and its rail.  Here is the procedure:

Opened the ink access door.  After the carriage moved to the left, I manually moved it right and then left several times without getting smooth motion.  Convinced a dry rail would not clear up,  I finally used a Q-tip with a tiny bit of (expensive) "Lube-it-All" on the rail.   I also added a little extra to flow into the carriage-rail junction.  I am not sure this is important, but I  carefully stayed *away from touching the mylar strip just above the rail.  I also kept my fingers wiped clean with a tissue with a bit of alcohol.  

After the lubing, I moved the carriage left-right manually, which seemed to improve its movement.  I then turned printer on, then opened the front to observe.  The carriage still was sticking, so I had to repeat this four times untill I could feel it moving smoothly.  Finally it smoothly moved by itself, after it was turned on.   Problem solved!

[kennelgang]

I have followed all of HP ENVY 7645 troubleshooting instructions, e.g.. cut power and clean rollers  The unit continues to state " clear paper jam.