Printer cartridge assembly won't move when "Replace" is pushed

[jgruschus]

My HP_OfficeJet_Pro_9010_series driver 2.0 won't print until the cyan cartridge is replaced, but when I try to do so, and hit "Replace" on the printer screen, so that the cartridge assembly should move over to allow the cartridge replacement, the cartridge assembly stays still, stuck on the right side, and all I hear is a faint click sound.

[sandytechy20]

@jgruschus

Welcome to the HP support community.

I understand that your printer's carriage is jammed and you are unable to replace the cartridge, I am glad to assist you.

Follow these steps to fix the issue:- 

Check for obstructions in the carriage path

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.

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.

Reset the printer

An error might continue to display after the jam is cleared. To clear the error state, reset the printer, connecting the power cord directly to a wall outlet to make sure the power source is stable and prevent more carriage jams.

1. With the printer turned on, disconnect the power cord from the printer.

2. Unplug the power cord from the power source.

3. Wait 60 seconds.

4. Reconnect the power cord to a wall outlet and to the printer.

Update the printer firmware

Here are the steps:- Click here

Here is the HP document for future reference:- 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.

[Kristink222]

This just worked for me - I could manually move the carrier when the printer was unplugged.  Give that a try!

[Ian2607]

Per the original message in this thread, my printer (HP 9020) behaves the same way as described - a cartridge needs to be replaced. On opening the printer door the touch screen shows "Replace" but pressing this does not move the printer carriage and a slight click sound is heard. I have tried removing the power and trying to move the printer carriage - still will not move. 

Resetting with a 60 seconds wait also does not work and HP Smart reports the drivers are up to date. Any further suggestions - the printer is completely inoperative at the moment.

[Kristink222]

Did you try moving the cartridge carrier while the printer was unplugged? 

If that doesn't work, try restoring your printer.  That's what I did - but I don't think I would've had to do that if I had tried moving the carriage first when it was unplugged.  After restoring, you have to set up the printer again as a new printer.  It was a hassle, but worth it to be able to print again!

[Ian2607]

Hi. Thanks for the reply. I did try moving the cartridge carrier with the printer unplugged but it still would not move. Restoring the printer to the factory defaults did work though, as you said it is a bit of a hassle to set the printer up again and it did not immediately recognise the printer was enrolled in the Instant Ink programme. It therefore said the cartridges could not be used until the printer was enrolled.  Enabling web services seemed to the sync the printer with my instant ink account so now all working again. Many thanks for your help.