My toner tray won't come out

[eakers]

Hi, I went to replace the toner on my m252dw and it wouldn't release. The blue handle will move, but that's it, the drawer (cartridge assembly?) refuses to budge. It seems like a mechanical issue, but I updated the firmware just in case (it didn't help). Thanks!

[sandytechy20]

@eakers

Welcome to the HP support community.

Follow the steps mentioned in this HP document to replace the toner:- Click here

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[eakers]

Hi, thanks for the post. I’ve actually changed the toner many many times over the years. The problem is that the blue lever now only moves a little and something on the right is physically not releasing the tray. I have a feeling that it’s whatever comes from the printer to engage the cartridge; even if I could physically move the one at the front, I wouldn’t be able to disengage all of the colors. It seems like the software (or some other command) is telling the printer to stay engaged. 

I’ve heard that HP has recently auto updated its software; could it be stuck because of that? 

I’ve tried restarting, unplugging/draining/rebooting, resetting all settings from the printer control, and updating the firmware over WiFi  via my mac desktop. 

I’m stumped. 

thanks for the help! 

[sandytechy20]

@eakers

This seems to be a hardware issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.