Hip envy photo 7134 - the printer cartridge cannot move

[Rburgess-0-]

Hi there , I have an HP Envy photo 7134 printer. 

Following a paper jam I get the error ‘the print cartridge cannot move’ however it can move freely along the mechanism and there is no longer any obstruction. The cartridge doesn’t seem to know where it is, it slams into each side of the printer when I turn the printer on. I cannot get support because when I enter the serial number it says it is invalid, even though it is not

[Nal_NR]

Hi @Rburgess-0-,

Welcome to the HP Support Community. 

I'd be happy to help you! 

I understand that you are having issues with the carriage jam.

I understand that you are getting a “carriage jam” message on your Officejet printer. Appreciate all your efforts. I will certainly do my best to help you with the issue!

I would first like you to clean the paper path inside the printer. Unplug the printer from the wall socket, use a lint-free cloth and try and wipe clean the carriage path/paper path thoroughly inside the printer. There might be very small debris or dust particles which might be causing slight issues for the free carriage movement. Cleaning the carriage path will help us fix the issue. Also, try and move the carriage manually using little force.

You can check the detailed steps here

Once done, I need you to perform a power drain to clear the error message on the printer. Here are the steps:

• Remove the cartridges from the printer.
• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle.

If the issue persists, please contact the HP phone support to get the printer service options.

Keep me posted for further assistance

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

[Rburgess-0-]

Thank you for taking the time to reply. As mentioned, the cartridge moves up and down freely on its own but slams into the side. There is no debris on the slider bar. Is there a sensor that tells the cardridge where it is? 

[Nal_NR]

Hi @Rburgess-0-,

Well, in this case, This might require one-on-one interaction to fix the issue to see what is causing this. 

For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

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