Cartridge jam message officejet 9015e but no jam found

[Olive24]

Screen says cartridge jam- the print cartridge cannot move.

We do find an obstruction looking in cartridge door or in paper feed.

Turned off and on.

Unplugged with printer on, waited 60 seconds,replugged.

None of this solved issue.

cartridge is sitting on the left side on the printer (right side as I look at it from front). Doesn’t move when turning printer on or off

[Irfan_06]

Hi @Olive24,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I see that you are facing a carriage jam issue with your Printer.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, refer to the steps on this video link to troubleshoot further to release the carriage jam.

Refer to this video link for more information related to Officejet printer carriage jam error.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[Olive24]

I can’t take the ink cartridges out. They are all the way over to the side (opposite side from screen/power switch) and not reachable.

[Irfan_06]

Hi @Olive24,

If you are not able to perform the 1st step shared, please proceed with the other troubleshooting steps to fix the issue.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[Olive24]

Unfortunately it didn’t help

I tried the suggested restart and the firmware update.

[Irfan_06 · Accepted solution]

Hi @Olive24,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

The support here is limited to troubleshooting and this issue might require one-on-one interaction to assist you further.

I've sent you a private message with the instructions. In order to access your private messages, Click the 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

Take care and have a great day ahead!

Irwin6

HP Support