print carriage cannot move error

[TSteel21]

Hi, I have an officejet 6962 and recently had an issue with my printhead with cyan not working.  I was able to get that worked out but now I have an error that comes up, "Your print carriage cannot move. Open the cartridge access door, clear any paper jam or obstruction, and select ok."  and I am unable to print.  I removed cartridges and checked for a paper jam and noticed a large collection of black ink on the right side.  I assume my printhead is garbage and I need to purchase a new printer? I can't remember how old it is. I am a part of the HP instant ink program, do I just send all my used and unused ink back?

[Jay_G24]

Hi @TSteel21,

I'd like to help

I understand you are receiving a "print carriage cannot move" error.

Try the below suggestions 

Reset the product

With the printer turned on, disconnect the power cord from the rear of the printer.

Unplug the power cord from the wall outlet.

Wait at least 60 seconds.

Plug the power cord back into the wall outlet.

Reconnect the power cord to the printer.

Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

 Also, try updating the printer's firmware -HP Printers - Updating or Upgrading Printer Firmware  

Make sure the carriage can move freely

Make sure the carriage moves freely across the width of the printer.

1. Turn on the printer, if it is not already on.

2. Open the cartridge access door.

   

3. Wait until the carriage is idle and silent before you continue.

4. With the printer turned on, disconnect the power cord from the rear of the printer.

5. Unplug the power cord from the power source or electrical outlet.

      WARNING: 

   You must unplug the power cord to move the carriage by hand and reset the paper feed mechanism without the risk of electrical shock.

6. Use a flashlight to check for any paper or objects that might be restricting the carriage, and then remove any paper or objects that you find.

      CAUTION: 

   If the paper tears when you remove it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams can occur.

   

7. Reach inside the printer through the ink cartridge access door, and then manually move the carriage.

   • If the carriage is stuck on the right side of the printer, move the carriage to the left side of the printer.

   • If the carriage is stuck on the left side of the printer, move the carriage to the right side of the printer.

   • If the carriage is stuck in the middle of the printer, move the carriage to the right side of the printer.

8. Remove any loose paper or obstructions found.

9. Make sure the carriage can move freely across the width of the printer. Firmly push the carriage to the left side of the printer, and then push it to the right side.

10. Close the ink cartridge access door.

11. Reconnect the power cord and any other cables to the rear of the printer, and then turn on the printer.

Try to print. 

If the issue persists, I'd suggest you Contact HP in your region regarding the service options for your printer

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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