New toner cartridge won't slide into place (Laserjet printer). Can't reload old cartridge either.

[JerseyLab]

Bought a Laserjet M209dw six months ago. Have used it w/o issue until yesterday.  I needed to change toner cartridge, removed old cartridge; but new cartridge won't slide in.  No jams apparent anywhere. Tried to reload old cartridge; won't go in either now. Both cartridges seem to be butting into something that isn't usually there, but I can't figure out what that is or how to fix.  Called support several times today; bot didn't recognize the serial number.  HP "call me" option accepted the serial number but wouldn't proceed without the product number -- which it didn't recognize.  I triple-checked both to be sure I typed correctly, which I did.  Printer is completely useless.   Does anyone have a hack for bypassing the bots so I can connect with a live person? As noted, the roadblock is HP doesn't recognize serial number and/or product number of my printer.  This is not an outdated printer!  Very frustrated.  Need printer for working from home. If I have to buy a new printer, it won't be an HP.  The "support" so far has been non-existent.  Hoping the community can help. Thanks!

[Sneha_01]

Hi @JerseyLab,

Welcome to HP Support Community.

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

It sounds like a very frustrating situation with your HP LaserJet M209dw printer. There are a few steps you can take to troubleshoot the issue with the toner cartridge not sliding into place and also to get in touch with HP support:

Troubleshooting the Toner Cartridge Issue

Inspect the Cartridge and Printer:

• Check for Obstructions: Carefully inspect the inside of the printer where the toner cartridge is inserted. Look for any obstructions or parts that may have shifted out of place.
• Compare Cartridges: Compare the new and old cartridges side by side to ensure they are identical and that the new cartridge is the correct model for your printer.

Reset the Printer:

• Turn off the printer and unplug it from the power source.
• Wait for a minute and then plug it back in and turn it on.
• Try inserting the cartridge again.

Check Cartridge Installation:

• Ensure that you are aligning the cartridge correctly. There are usually guides or rails inside the printer that the cartridge should slide along.
• Gently wiggle the cartridge back and forth while pushing it in to ensure it is aligned properly.

Inspect the Cartridge Compartment:

• Use a flashlight to look inside the cartridge compartment for any small pieces of plastic or debris that might be blocking the cartridge path.

Perform a Hard Reset:

• Turn off the printer and disconnect it from the power source.
• Press and hold the power button for about 15 seconds to discharge any residual power.
• Reconnect the printer and try again.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support