Cartridges won't move

[KenBH]

I have a HP OfficeJet Pro 9015e.  The cartridges won't move and I get the message to clear any obstruction or paper jam.  There is neither of these and the cartridges seem frozen in place.  Virtual Assistant has not been of any help.  Printer warranty just ended at the end of 2022.

Any thoughts

[Nal_NR]

Hi @KenBH,

Welcome to the HP Support Community. 

I'd like to help!

Perform the steps below

Step 1: Clear jammed paper from inside the printer

Remove any loose or jammed paper from inside the printer.

Turn on the printer.

Open the front door, and then lift the ink cartridge access door.

Front door

Ink cartridge access door

Wait until the carriage stops moving before you continue.

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

  WARNING:

To avoid risk of injuries or electric shock, you must disconnect the power cord before reaching inside the printer

Move the print carriage to the far left and far right, and remove any jammed or torn pieces of paper.

Remove the paper path cover.

Use both hands to remove any jammed paper from inside the printer.

Align the sides of the paper path cover to the guides inside the printer, and then slide it into the printer.

Make sure the paper path cover sits fully in place. It should be fully seated without either edge closer to the side than the other.

Good

Bad

Close the ink cartridge access door, and then close the front door.

Reconnect the power cord, and turn on the printer.

Try to print. If the error persists, check for jammed paper in another area of the printer.

Step 2: Clear jammed paper from other areas of the printer

Paper jams can occur in multiple areas of the printer. If you cannot find the paper jam in one area, continue to the next area until the jam is located.

NOTE:

Avoid using thicker paper. No more than 105 g/m2 (28 lb bond) for plain paper or 200 g/m2 (110 lb index) for cards.

Click here for the remaining steps.

You may also refer to this document for further assistance. 

Hope this helps! Keep me posted for further assistance.
Please click “Accepted 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!

[KenBH]

Thank you Elohi.  I did all of what you had recommended, several times, and the cartridges remained in the locked position and the display kept showing that there was a paper jam, which there was not.  There was no obstruction either.

[Nal_NR]

Hi @KenBH,

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

This might require one on one interaction to fix the issue or it may need service.

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!