My Cartridges are Stalled

[FrankZ_123]

Printer Cartridges are Jammed or Stalled.  Says clear paper jam, but on paper jam is visible.  no obstruction is visible.  How can a move the cartridge tray?

[A_Gayathri]

Hi @FrankZ_123 ,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you are facing an issue with your HP OfficeJet Pro 9015e is displaying a message that the cartridges are stalled or jammed and there are no visible obstructions, you can try the following steps to troubleshoot and move the cartridge tray:
 

1. Power Off the Printer

• Turn off the printer and unplug it from the power source. Wait for about 60 seconds.

2. Open the Printer Access Door

• Open the front access door of the printer. This will allow you to access the cartridge area.

3. Check for Cartridges

• Gently Push the Cartridges: If the cartridges are not moving, gently push them to see if they are stuck. Be careful not to apply too much force.
• Try to Slide the Carriage: With the access door open, try to manually slide the cartridge carriage (the part that holds the cartridges) from left to right. It should move smoothly; if it feels stuck, there might be an obstruction you can’t see.

4. Inspect for Obstructions

• Look for Paper or Debris: Inspect the area around the cartridges for any small pieces of paper or debris that might not be immediately visible.
• Check for Tape: Ensure that any protective tape has been removed from the cartridges and printhead.

5. Reset the Printer

• After checking for obstructions and moving the cartridge tray, plug the printer back in and turn it on. Wait for it to initialize.

6. Run a Printer Diagnostic

• Open the HP Smart app on your computer or use the printer's control panel to run a diagnostic check. This may help identify any remaining issues.

7. Update Firmware Update the firmware on an HP printer

• Ensure your printer’s firmware is up to date. Check the HP website for any available updates for the OfficeJet Pro 9015e.

Refer to this document: HP OfficeJet Pro 9015e All-in-One Printer User manual

I hope this helps. 

Take care and have a good day.

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