cartridges were sent wrong?

[MaryMcK1]

Two problems, keep getting a message that the cartridge can't move, removed Jams. There are none. Also cleaned all the rollers. Then it said the cartridge was out of ink, Changed to the new one sent to me. 64 303 (I have previously had 64's. The tri-color is not the right size. I kept the old one for that. Still says jam... I have turned it off and unplugged twice... still says cartridge can't move....remove jams. I have also reloaded the paper. 

[Jay_G24]

Hi @MaryMcK1

Welcome to the HP Support Community

I'd like to help!

I understand you are facing a carriage jam error.

Try the below suggestions -

 Reset the product

• With the printer turned on, disconnect the power cord from the rear of the printer.
• Unplug the power cord from the wall outlet.
• Wait at least 60 seconds.
• Plug the power cord back into the wall outlet.
• Reconnect the power cord to the printer.
• Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

Try updating the printer's firmware -HP Printers - Updating or Upgrading Printer Firmware

Also, try the steps in the document -Carriage jam or E3 error

If the error persists,

• I've sent you a private message with further instructions to get this issue sorted.
• In order to access your private messages, click the private message icon on the upper right corner of your HP community profile, next to your profile Name or simply click on this link:  https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Keep me posted. 

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