"Carriage jam" during set up of 9125e - can't get any further

[LMP10]

Hello,

I am setting up my brand new OfficeJet Pro 9125e.  I keep getting a "carriage jam" error message.  There is no paper jam.  I can't get any further in the process.  I have turned it on/ off and done the power reset. 

Someone asked a similar question here, but I can't do steps 7, 8 and 9 on this response to a similar issue because it's still in set-up mode and I can't get any further.  Steps 1-6 did not fix the issue.

https://h30434.www3.hp.com/t5/Printer-Paper-Jams-Feed-Issues/Carriage-Jam/m-p/9308769.

This is really frustrating that it is a brand-new printer and there is a recurring issue around the paper tray and this carriage jam issue.  There is NOT a paper jam, but it's also frustrating that the error message can't tell me if it's a paper issue or an ink issue.  Why would they have the same error message?

[Hawks_Eye]

Hi @LMP10 

Welcome to the HP Support Community!

Thanks for posting your query! We're here to help you get back up and running.

That sounds incredibly frustrating, especially since this is a brand-new printer and you're stuck in setup mode. The "Carriage Jam" error can sometimes be misleading—it may indicate an issue with the cartridge alignment, printhead movement, or even a firmware glitch rather than an actual paper jam.

Troubleshooting Steps

Check for Obstructions in the Carriage Path

• Open the cartridge access door and gently move the print carriage left and right.
• If it’s stuck, look for packaging materials or loose ink cartridges that might be blocking movement.

Reseat the Ink Cartridges

• Remove all ink cartridges and reinsert them firmly.
• Ensure they click into place properly.

Perform a Hard Reset

• Turn off the printer and unplug it from the power source.
• Wait 60 seconds, then plug it back in and turn it on.

Update Printer Firmware (If Possible)

• If you can access the HP Smart app, check for firmware updates.
• Some carriage jam errors are caused by outdated firmware.

Try a Forced Reset

• Press and hold the Power button and Cancel button for 10 seconds.
• Release both buttons and wait for the printer to restart.

Let me know if you need help with any of these steps! 😊

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[LMP10]

Thank you for responding.  I'm not sure if you read my full question, but I had already tried all the steps noted in the similar question before and none of them work.  Since it looks like this has been a recurring problem, I was hoping that you had a more effective solution by now.  Again, this is a brand-new/ out of the box printer and I can't get past the set-up to update any firmware.  It just gets stuck on the 'carriage jam' message.  I have checked the paper, I have taken the ink cartridges in and out.  I have done a hard reset.  I cannot update firmware and I cannot do the forced reset because I can't access the 'cancel' button.

It does make a bit of a clunking noise when I hit "okay" and it tries to reset so I *think* it might be related to the ink cartridges (but they slide back and forth when I try to make sure it can move along the track).

Any other ideas?

[Hawks_Eye]

@LMP10 

My apologies for the issue persistence.

We sincerely thank you for your patience and co-operation during this troubleshooting process.

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye