cartridge jam, out of paper mesage

[MOH1122]

HP Envy 5052 printer not able printing, not picking up paper,  ink cartrige not moving. I did all the cleaning, check for jam papers , even I changed cartriges and tried HP papers.Unfortunately the steps you outlined do not fix my problem. I have checked for paper jams and I do not see any paper. I believe the main issue is that I cannot move the ink cartridges, even by hand. They are "locked" by the top lip of the printer frame on the right side of the printer and I cannot move the carriage along the bar because it is "locked" in place.   

I can't move the ink carriage anywhere and I can't remove the ink cartridges . I need ASAP help...It's frustrating I can't do my job, I m thinking to replace the printer, (no HP again), there is no one who you can contact directly, vitual help is useless... 

[sandytechy20]

@MOH1122

Welcome to the HP support community.

If you have tried all the steps mentioned in this HP document:- click here

And if the issue still persists, this could be a hardware issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.