Just set up this printer. My printer printed the align page fine and now it's showing Carriage Jam

[Maureen23]

Please help - so frustrated.  Just purchased a new HP ENVY 5535 and it printed the align sheet fine and when I went to print a document nothing will print.  The error message on the printer states Carriage Jam print cartridges cannot move.  I have cleared the paper and replaced the ink cartridges and still nothing will print.  Any help would be appreciated or else I will have to send this back to hp for a new one.

[Kumar0307]

Hi @Maureen23

Welcome to the HP Support Community. I understand you are not able to print due to a carriage jam error. I'd be happy to assist you.

Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

Perform step 1 from this document.

If the issue persists, make sure there are no papers or packaging material inside the printer.

Follow the steps in this document.

Hope this helps! Keep me posted. 

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