"Stalled ink cartridges"

[AlexaC88]

 Im having issues clearing a stalled printer cartridge. Ive tried resetting the printer many times. I reset it with and without the ink cartridges in. Both the black and tricolor cartidges are brand new. I cleaned the connections, wiggled and jiggled and reinserted the cartridges wothout resolution. My computer software seems up to date but any self checks or maintenance options are unavailable because of the error. 

The cartridge seems to move side to side easily so I know its not physically stuck. It does not move to the center when you open the door. I do have to manually move the carriage to uninstall and reinstall the ink. 

Please let me know if you have any other ideas to try. We are a faily of 5 trying to do schoolwork now that school has been cancelled and we cannot afford a new printer right now. Thank you so much!

[Betty0610]

@AlexaC88

Welcome to the HP Support Community.

If you've another set of cartridges, do try that.

Make sure the carriage path is not blocked.

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

2. If your printer has a battery, remove the battery.

3. Open the door to access the carriage inside of the printer.

   Examples of carriage access doors

   

4. Look in the carriage path for debris such as crumpled paper or dislodged labels, and then remove any that you find.

   Example of a printer with debris in the carriage path

   

5. If the carriage on your printer has a latch, make sure it is closed.

      CAUTION: 

   Ink tank printers: If the latch is closed, do not press down on it.

    

   

6. Use your hand to move the carriage to each side, making sure it moves freely. If the carriage is stalled or docked to one side of the printer and you cannot move it, continue with these steps.

7. Close the carriage access door.

8. Reconnect the power cord to the rear of the printer, and then turn the printer on.

Try a firmware update: https://support.hp.com/in-en/document/c02919168

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[AlexaC88]

The printer I have has a scanner on the top. If there is carriage access it is under star screws which I dont have the tools for. 

[Betty0610]

I recommend you to contact the HP Support Team regarding this as this could be a hardware issue.

Link: www.hp.com/contacthp/

Note:  Select the country accordingly to get the contact details for support.

If you would like to thank us for our efforts to help you, go to the public post & give us a virtual high-five by clicking the "Thumbs Up" icon below, followed by clicking on the "Accept as solution" on my public post.

Have a great day ahead!