ink cartridge tray will not move to the center to replace ink cartridges

[cnar47]

The ink cartridges are going to need replaced and the tray holding them will not move to the center so I can access them.  It stays to the right hand side.  Printing is okay, there are no error messages showing on the main screen.  Any suggestions would be helpful.  Thanks.

[greenturtle]

Hi,

Thanks for using the HP Support Community.

What's the printer model?  Have you tried to check if there are any obstruction e.g. paper debris that could have caused that?

Power cycle the printer (power off and power on), are there any initialization noises?

Thanks.

[cnar47]

Hi.  I'm not sure where I would look for the model number.  There is a label on one of the power cords with a barcode on it.  That number is 8121-1798.  I'm also looking at the "Get Started" sheet that came with the printer.  There's a barcode at the bottom of the sheet with T3P03-90009.  When I lift the cover, I see a label for Product No. P4C84A.

  As far as I can tell, there is no obstruction.  When I shut the printer down, the printer screen just says "Shutting down".  The machine makes normal noises as far as I can tell.  I also tried what I saw in a previous post of a problem similiar to this one...the problem still remains.  Thanks.

Disconnect the power cable from the printer while the printer is still ON.
Disconnect any other cables if connected the printer.
Press and hold the printer’s power button for 15 seconds.
The printer should be directly connected to the wall outlet and not to a surge protector.
Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

[greenturtle]

Hi,

The printer model is something like : HP OfficeJet XXX, HP Deskjet XXX, HP Envy XXX etc

If power cycle and the checking there is absolutely nothing that is obstructing the carraige, then the printer may need servicing.

Contact HP for support if it's still under warranty.

https://support.hp.com/us-en/checkwarranty

http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

Thanks for choosing HP!

[cnar47]

Okay.  It's an HP OfficeJet 6958.  Printer is also brand new...haven't even been through the first ink cartridges yet.  Thanks.

[greenturtle]

Hi @cnar47 

Thanks for the info.  Do you see any Error code on the control panel? 

Since it's so new, either bring it back to the retailer for exchange or contact HP for support.

https://support.hp.com/us-en/checkwarranty

http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

Thanks for choosing HP!

[cnar47]

Hello.  Yes, the printer is still under warranty.  Serial number is [edit] .  Product number is P4C84A.  Is there a company that does service calls?  How would you suggest I proceed?

Thank you.

[greenturtle]

Hi @cnar47 

Would suggest that you contact HP directly via the URL and then call them.

http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

https://support.hp.com/us-en/contact-hp/product/hp-officejet-6950-all-in-one-printer-series/9666193/...

Hope that help!