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Printer Cartridge Carrier wont move to complete Cartridge setup

HP Recommended
OfficeJet Pro 8720 All in One
Mac OS X 10.6 Snow Leopard

I unpacked my brand new Printer this morning and were working through the setup steps.


I came as far as the 5th step (complete the cartridge setup)


When I opened the cartridge window, the cartridges made a sound and then remained stuck on the left of the printer.


I cannot even get the cartridges in

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HP Recommended

Hi @Miniac,



Good Day.  A warm welcome to the HP community. I reviewed the post regarding issues with a new printer while setting it up. The cartridges don’t snap back in. I will be delighted to assist you here.


Splendid description and great observations made before posting. Kudos to you for that. 🙂

For providing you with an accurate response I would require more information regarding this.

  • Have you connected the printer directly to the wall outlet bypassing power strips?

Please try a hard reset by following these steps:

  1. Turn on the printer.
  2. Wait until the printer is idle and silent before you continue.
  3. Disconnect the USB cable from the rear of the printer. If your printer has a network or wireless connection, leave it connected.
  4. Remove the ink cartridges from the printer.
  5. With the printer turned on, disconnect the power cord from the rear of the printer and from the wall outlet or power strip.
  6. Wait at least 60 seconds.
  7. Plug the power cord back into the wall outlet.


HP recommends connecting the printer power cord directly to a wall outlet.

  1. Reconnect the power cord to the rear of the printer.
  2. Turn on the printer, if it does not automatically turn on.

The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.

  1. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
  2. Reinsert the ink cartridges, and then close the ink cartridge access door.
  3. If you receive a prompt to print a calibration page, do so.

If this does not fix the issue, then the printer has a hardware issue and needs to be replaced by contacting HP phone support.

HP Technical Support can be reached by clicking on the following link:

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately. If the unit is under warranty repair services is taken care of by the manufacturer’s warranty.


If you purchased the computer directly from HP shopping please contact HP shopping via and select the country. Then you might receive a phone number to call depending on the country that you reside in. Please contact them to return the printer for an exchange as you get a 30-day window to return the product if it still does not work.



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 superb week ahead. 🙂




I am an HP Employee

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