HP Office jet Pro 9018- Can't access ink cartridge to replace

[katsay45]

I just got a new ink cartridge to replace one that ran out of ink. On my printer, you have to open the door, and then on the screen it says tap "replace" in order for the ink cartridge to slide over so you can access it. When I do tap "replace", the cartridge does not move and I am unable to access the ink to change it. There is no error message, and nothing looks jammed.  I tried restarting my printer by leaving it on and unplugging it for a few minutes, but nothing helps. Any suggestions?

[Kristink222]

I'm having the same problem with mine!  I replaced 2 cartridges, then tried to print and it told me to replace a 3rd cartridge, but now the carrier won't move, which means I can't replace it!

I've tried turning it off, unplugging it, etc.  I've seen multiple people post about this issue - we need a solution!

The printer is just over a year old and does not get heavy use.  I shouldn't need to be sending it in for repairs already! 

[TechAdvisor]

Same problem here.  I replaced empty yellow cartridge and it is recognized.  But since then the printer is demanding that I replace another cartridge.  The HP Smart shows the Magenta cartridge as a red dashed line status.  No matter what I try, it is stuck in this situation.  Very disappointed in HP as this is a new printer and the first time I am trying to replace a cartridge. UPDATE on 10-27-21  HP replaced the printer calling it a print carrier jam after over two hours of troubleshooting.  However, during the removal of the failed printer so that it could be returned for credit, I wanted to retrieve my expensive ink cartridges.  So I got more aggressive.  I used some tools to try to release and reseat the cartridges in the hope that the carrier would move so I could get them out.  After reseating the cartridges, the printer properly centered the carrier and gave correct cartridge indicators.  It seems that after replacing a cartridge (in my case the black cartridge) something happens to the software or the carrier.  In my case, the magenta kept being reported as defective.  It was properly seated but the reseating of the cartridges seemed to clear the problem.  Very clearly a design problem with this printer that HP should acknowledge.

[Kristink222]

This just worked for me - unplug the printer and then move the carriage manually.

[katsay45]

I tried - doesn't budge. 

[Kristink222]

Try these steps:

1 - open cartridge door

2 - unplug cord from back of printer

3 - unplug from wall outlet

4 - try to move carrier

If that doesn't work, then call support.  They told me if you can't move the carrier when power is off, then there is something blocking it or an error with the cartridge carrier. 

I hope that helps!  It's been a frustrating journey on what should be a simple issue...

[house104]

Attempted the steps listed by Kristink222. Still can't move carrier. Maybe I'm not using enough force on the carrier, but I don't want to manually break/damage the carrier by using excessive force.

Is it possible that this was caused by a software update for our printers? I mean I've combed through a decent amount of these posts by people with this same issue, and it seems they're all dated within the last couple weeks. I wonder if there was some sort of HP printer updated that messed up all our printers ability to load and unload cartridges correctly. 

I've tried many proposed solutions from many posts on here from the community and still, no success. Any help would be appreciated. 

[Baba-D]

I also wonder if a problem has been created by a recent update in software.  I have the same issues.  In addition the printer has continually gone off line/not found the network although nothing has changed and no power outage.  I am stuck with no solution

[Kumar0307]

@Baba-D, Welcome to the HP Support Community! I’m here to help.

I understand you are not able to replace the ink cartridges as the print carriage is stuck. Are you using an Officejet 9018 printer?

This is not due to a firmware update.

Perform the steps mentioned in this document - Carriage jam or E3 error

Also, make sure there are no jams inside the printer - Paper Jam Error

If the printer is offline,

On the printer screen, go to Setup > Network Setup > Restore network settings

Go back to Network > Wireless > Wireless setup wizard and select your network.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[deadwards]

I had this same problem and STRUGGLED for about an hour. I tried working it out with the virtual assistant and she said something about paper and then I noticed it was out of paper, which it never told me. So I loaded the paper and success! Then it wanted me to replace another color and it was being stubborn again, so I opened the tray and shut it and success! So, something with the paper tray makes it work?