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HP OfficeJet Pro 6960 All-in-One Printer
Microsoft Windows 10 (64-bit)

Hi Hp. I get a message on my HP Officjet Pro 6960 all-in-one printer that is, the cartridge holder cannot be moved, Open the cartridge cover, remove any jammed paper or anything, and select ok. The cartridge holder is stuck opposite the side of the side in the starting position, has done it 4-5 times, there is no paper jammed, is there anyone who can help me with my problem? what can it be and what can i do? Sincerely, Erik

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

@Erik67

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, 

This seems like a hardware issue with the printer. Check if the printer carriage is moving freely inside the printer.

Kindly perform the steps mentioned in this document - 'Carriage Jam' or 'E3' Error Displays and A 'Paper Jam' Error Displays
 

Update the printer firmware if possible:

  • Click here to download and install the latest printer firmware from your PC.
  • Click here to know different methods of updating printer firmware.

If the error persists, I'm sending out a private message to assist you with the next course of action. Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage
 

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

ECHO_LAKE
I am an HP Employee

View solution in original post

1 REPLY 1
HP Recommended

@Erik67

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, 

This seems like a hardware issue with the printer. Check if the printer carriage is moving freely inside the printer.

Kindly perform the steps mentioned in this document - 'Carriage Jam' or 'E3' Error Displays and A 'Paper Jam' Error Displays
 

Update the printer firmware if possible:

  • Click here to download and install the latest printer firmware from your PC.
  • Click here to know different methods of updating printer firmware.

If the error persists, I'm sending out a private message to assist you with the next course of action. Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage
 

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

ECHO_LAKE
I am an HP Employee

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