My HP 9025 says printer jame but there isn't one

[iden135]

My printer say there is a paper jam but there isn't one and my ink carriage isn't moving as well. I cleaned all the rollers, but still the same problem. Any help would be greatly appreciated!

[Kuroi_Kenshi]

Hi @,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding your printer!

We're thrilled to have the opportunity to assist you and provide a solution.

Try these steps:

Reset the Printer:

• Turn off the printer and unplug it from the power source.
• Wait for about 60 seconds, then plug it back in and power it on. This can reset the printer's internal sensors and resolve erroneous error messages.

Check for Hidden Paper Jams:

• Open all accessible areas of the printer, including the rear access panel and paper trays. Look for any small pieces of paper or torn bits that might be stuck and invisible at first glance.
• Use a flashlight if necessary to thoroughly inspect for any hidden paper remnants.

Inspect the Ink Carriage:

• With the printer turned off, gently move the ink carriage from side to side manually if possible. Sometimes a small obstruction or misalignment can prevent it from moving.

Reinstall Ink Cartridges:

• Remove the ink cartridges carefully and reinsert them to ensure they are properly seated. Ensure there is no packaging material or adhesive blocking the cartridges.

Clean Printer Rollers Again:

• Recheck the rollers for dirt or debris. You can use a lint-free cloth and distilled water to clean them. The rollers must be dry before attempting to print again.

Check for Firmware Updates:

• Visit the HP Support website to ensure your printer firmware is up to date. Installing firmware updates can sometimes fix hardware-related issues.

Reconnect Printer to Computer:

• Ensure the printer is properly connected to your computer or network. Disconnect the USB or network cable for a moment and then reconnect.

Inspect the Rear Access Panel:

• If there’s a rear access panel, remove it and ensure that there is no jam behind it, as paper jams can sometimes occur in less obvious areas.

Check Printer Settings:

• Access the printer settings through the control panel or the HP Smart app and ensure there are no settings inadvertently set to cause an error.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[iden135]

Thank you for all that info! I have tried everything except the firmware update which I did today. The printer still says jammed and I still can't move the ink carriage still doesn't move. In HP Smart  it says "Cartridge Carriage Stalled"

Any other ideas?

[Kuroi_Kenshi]

Hi @iden135,

Thank you for the response.

Since the firmware update didn’t fix it and HP Smart now shows "Cartridge Carriage Stalled", this gives us a clearer idea of what’s going on, it’s most likely a hardware blockage or a carriage sensor issue, even if no paper is visibly stuck.

Let’s dig a little deeper together, step-by-step, and try to free up your ink carriage

Manually Free the Carriage

Sometimes the carriage gets physically stuck due to dried ink, packaging material, or even internal plastic tabs.

Turn off the printer and unplug it from the wall (for safety).

Open the ink access door.

Gently try to move the carriage left and right with your fingers. Use just a bit of force, it should slide freely if there's no true blockage.

If it won’t move:

Use a flashlight and look for any bits of plastic, tape, or tiny paper scraps under or around the carriage path.

You can also blow gently or use a vacuum with a brush nozzle to clean it out.

Check the Carriage Belt and Wheels

Peek inside and look above the carriage, you’ll see a thin belt (like a rubber band) and sometimes small gears or a white strip.

Make sure the belt isn’t broken, loose, or off-track.

Wipe the belt and the white encoder strip (thin transparent band behind the carriage) very gently with a lint-free cloth dampened with distilled water.

Remove and Reinstall Cartridges

Sometimes a cartridge isn’t seated correctly and jams the system.

Remove all ink cartridges.

Wipe the cartridge contacts (copper-colored area) with a soft cloth.

Reinsert each one, making sure they click in place firmly.

Perform a Hard Reset Again (With Carriage Open)

Here’s a twist on the earlier reset:

With the carriage access door open, unplug the printer.

Leave the door open and plug it back in.

This sometimes resets the position logic for the carriage.

Watch if the carriage tries to move during startup. If it doesn’t move at all or makes a grinding/clicking sound, then it's a mechanical failure inside the printer.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[iden135]

Thank you again for all your help! I tried everything you had me do in this reply and even the hard reset. There is a clicking sound and it sounds like the carriage wants to move but it just doesn't and I can't move it a bit, even with some hard  force. I guess it is a mechanical issue and I need to get a new printer.

thank you again unless you have another idea

[Kuroi_Kenshi]

Hi @iden135,

Welcome to the HP Support Community! 

We're here to help you tackle that malfunction! Don't worry, we've got your back! 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

You can use this link as well: 

Private Messages - HP Support Community

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Best regards,