Toner cartridge carriage jammed

[ali_robinson]

Refusing to print; coming up with E3 error. I  only received this printer new today and put the toner cartridges in correctly, i.e. having removed the sticky strip and not having touched the sensitive areas. I cannot access the toner cartridges as the carriage is stuck on the right hand side. I've watched the video on how to unjam the cartridge but nothing has worked. As it's brand new I haven't yet managed any printing and so there is no jammed paper. Help please. I think that it may need to be returned to HP from whom I bought it directly.

[Chimney_83]

Greetings @ali_robinson, 

Welcome to HP Forums and Thanks for the post.

I understand that you are getting an E3 error on your printer. Not to worry, I will be glad to help. 

Have you removed all the packaging material in the printer?

Does the carriage move if you try to move it manually by using your hands? (Please try this while the printer is Off and disconnect from the power source.)

If the carriage moves when you try to move it by using your hands. 

Please remove both cartridges and install them back on the printer, as suggested in Step 2 of this HP Article. 

If you are using a surge protector, disconnect the printer from the surge protector and connect the printer directly to the wall outlet and check. 

If the issue persists, after trying all the steps suggested in the article. 

Please contact our phone support for the service options available for your printer. 

Please follow the procedure mentioned below to contact our phone support. 

• Open link:  www.hp.com/contacthp/
• Enter Product number or select to auto detects
• Scroll down to "Still need help? Complete the form to select your contact options"
• Scroll down and click on HP contact options - click on Get phone number.

Let me know if this helped. 

[ali_robinson]

Thank you for your reply. I have been in touch with HP Support this morning by phone and resolved the problem by accepting a full refund as I am not the only person who has had this problem with the same printer.

[MKazi]

@ali_robinson

Hi,

as @Chimney_83 is out of the office, I'm replying to you. 

I'm glad to know that our HP Support channel was able to cater to your request. It was a privilege to share this platform with you.

Take care!