The scanner lid won't shut (HP OfficeJet 3830 all-in-one printer)

[BD105]

The printer and scanner have worked normally for years, including the scanner lid shutting. Today, I took out an instant ink black ink cart (because I don't use instant ink anymore) and correctly inserted a new black ink cart. The printer and scanner still work, but the scanner lid won't shut all the way. There were no paperjams or noises of anything breaking, I took out the ink cart and then put it back in, there were no errors on the display screen, I did ink alignment (I also have a color ink cart inserted), etc. Looking at the upturned scanner lid while I'm facing the front of my printer, there is a horizontal white plastic piece on the left of the inside of the lid that seems to possibly be the problem. Other posts also mention this.

Yet, everything with the ink carts and everything else seems fine. I also tried gently pushing down on the lid. Please explain in detail what I can do. Someone mentioned using a paperclip to hold the plastic piece down, others mentioned re-inserting the ink cart, etc., but I (and many others) are still having this problem. Please explain possible solutions in detail, or what stores I could go to for it to be fixed if I can't fix it, and the estimated price. I would also like to speak by phone with a tech support person first, if possible and nothing else works, but haven't found an option to do this. It seems that phone service with support tech (not virtual assistants) is necessary for these products, since multiple customers have had these problems and not been able to fix them using these "community posts."

[Nal_NR · Accepted solution]

Hi @BD105,

Welcome to the HP Support Community. 

I'd be glad to help you! 

Splendid analysis and remarkable patience were shown. It is immensely appreciated.

This might require one-on-one interaction to fix the issue.

I would request you to contact HP Phone support.

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”.