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05-18-2017 01:27 PM
The following message is displayed: "Cartridge jam. Clear cartridge jam. Touch OK." Yet, the cartridges move freely along the entire stretch of their track. Both cartridges have been removed and replaced. Each is genuine HP. No stray paper is found anywhere within the unit. So, the message appears false. How can this be fixed.
05-19-2017 01:55 PM
Good Day. Thanks for posting your query in the HP community. I read the post regarding false carriage jam errors on your printer. It will be a pleasure to assist you here.
Commendable diagnosis, superb troubleshooting and splendid description of the issue before posting. Hats off to you on that score. 🙂
I would require more information regarding this to provide you with an accurate response.
- Did you bypass power strips and connect the printer directly to the wall outlet?
- Did you perform a hard reset on the printer?
Please perform all the prescribed steps from this link: https://support.hp.com/us-en/product/hp-envy-110-e-all-in-one-printer-series-d411/5070119/model/5070... for carriage jam related issues
- Solution one: Turn the All-in-One off and on again
- Solution two: Clear any jammed paper
- Solution three: Make sure that the carriage moves freely
- Solution four: Remove and reinstall the cartridges
- Solution five: Plug the product directly into a wall outlet
- Solution six: Perform a power reset
- Solution seven: Service the All-in-One
If there are no hardware issues with the printer these steps should fix the issue for you.
Otherwise please contact HP phone support to get the printer replaced as it may have a hardware issue.
Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, please. Please note that I am not overloading you with a lot of troubleshooting steps.
Instead, just like you, I am eager to ensure that the problem gets resolved. So I am providing you with more resources and information at your disposal to deal with the situation better.
Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.
To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.
Take care now and have a splendid week ahead.
I am an HP Employee
05-22-2017 04:40 PM
Gee, David, I had tried all those things before I wrote. Same issue remains. Great machine. It's just stranded by this glitch. To say to 'call HP' is to launch a pretty daunting task. I called for tech support. They told me that support would be $20. I am leery of paid support, but the rep assured me that HP would solve the problem and said that HPs reputation would stand behind that statement. So, I paid. The tech rep who followed recommended a few of the steps that you did, then concluded that it was a mechanical problem and started trying to get me interested in a new printer. He said that he was offering a special price because I was such a long-standing customer. But I checked quickly on-line and found the same price on the HP website (same price at Staples, etc.). So, I was sort of underwhelmed. And also still had a great machine that was stranded because of this problem.
05-23-2017 07:32 AM
I read your super quick response. Kudos to you for showing great attitude and a lion's heart to try and get the issue resolved. it is a hardware issue with the printer and it can be replaced by contacting HP phone support. However, if that is an issue here, you could still visit this link: http://store.hp.com for HP shopping and order a new printer with a complete year's hardware warranty from the date of purchase.
You need to select the country from this link and then you might get a phone number to call based on the country that you reside in. At least we worked as a team in tandem to figure out that the printer has a hardware issue.
. It has been an absolute privilege to share this platform with a customer that has displayed great credentials as a technician. The copious troubleshooting and investigations performed by you could have turned even Sherlock Holmes green with Envy! 🙂 Fantastic effort. Trust me I have done all I can to assist you here.
If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂
To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.
Take care now, stay healthy, keep smiling big and do have a blessed year ahead. 🙂
I am an HP Employee