officejet pro 9015 will not replace ink cartridge

[whornak]

HP OfficeJet Pro 9015,  I successfully managed to change a cartridge on this printer, having reported it as empty and needing replacement.  On completion of that however,  I was asked to change another cartridge but the cartridge housing is not moving.

Do you have any further suggestions ?

[Kumar0307]

@whornak, Welcome to the HP Support Community! I’m here to help.

I understand the printer carriage is not moving. Kindly perform the steps mentioned in this document - Carriage jam or E3 error

Also, check for any paper jams inside the printer. Refer to - Paper Jam Error

Make sure the ink cartridges are correctly placed - Replace HP inkjet printer cartridges

If the issue persists, please reach out to the HP Technical Support team in your region regarding the service/replacement options for your printer. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

Keep me posted for any other assistance.

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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[diegolucero]

I had this exact same experience, word for word. It appears the hardware accepted the new ink (c) but as soon as I closed the ink cartridge access door it shows that one of the other cartridges (y) are missing.

Reopening the cartridge access door does nothing. The cartridge housing doesn't move, almost as if the hardware does not recognize the access door is open, making it impossible to reach the ink cartridges without forcing the cartridge housing to slide out to open space (which will damage the printer).

[Christopherson]

OfficeJet Pro 9018.  Like the other two posters, I replaced the cartridges (c and y) that the printer told me needed to be replaced, and then was immediately told that also the m cartridge needed to be replaced.  The printer control panel says "Replace Cartridge Now' and "The cartridge shown is ready to be replaced," but opening the cartridge-access door and tapping "Replace" does nothing.  The cartridge housing does not move into the accessible position.

I've followed your instructions.  There is no "Carriage jam" or "E3" error message on the printer control panel and there are no obstructions in the carriage path (I checked, and it moved like it was supposed to when I replaced the first two cartridges); there doesn't seem to be any carriage latch that needs to be secured; resetting the printer as instructed does not solve the problem; nor does ensuring that the firmware is up-to-date (it is).

What now?

[diegolucero]

Hey @Christopherson. I got onto support with HP and they helped me to solve this. here is what we did after all out troubleshooting that solved it:

- we hard reset the printer (factory default settings)
- we removed the printer from my PC's HP Smart App and re-added it

- we reconnected the HP Instant Ink to the printer (this took much longer than expected, about 20-30 minutes)

[Christopherson]

I'd like to say that this has solved the problem, but it hasn't.

I've tried restarting the printer; I've tried resetting the printer; (I even restarted the computer).

When I turn on the printer, the printer control panel (as before) says "Replace Cartridge Now' and "The cartridge shown is ready to be replaced." Opening the cartridge-access door changes the message to "The indicated cartridges are ready for replacement..." and has a box in the lower right-hand corner saying "Replace."  Tapping it still does nothing; the cartridge housing does not move into the accessible position.  (The touch-screen works fine otherwise.)

It looks to me like I should have replaced all the cartridges at the same time, even though the printer only first told me to replace two of them and then further instructs me that "Replacing only the indicated cartridges saves ink.)