Cartridge stuck on right with cartridges blocked from removal

[Whipp1st]

Error message: cartridge jam. I opened the top and the cartridges are stuck on the right side. There is a plastic piece in front of the cartridge holder making it unable to remove the cartridges. I think this plastic is preventing the carraige from moving. The plastic piece has a green rectangle with a pyramid shape inside the rectangle on the left side of the plastic piece and on the right it has a black square with a pentagon shape and to the right of that there is a red square with a white square shape inside the the red one.

I have tried turning it off then on, unplugging the power cord, trying to print test page and print report. (all ideas found online) Obviously it can't print when the cartridge holder won't move.

Is this printer salvageable?

[Raj1788]

@Whipp1st

Welcome to HP Forums, 

This is a great place to get support, find answers and tips to your technical queries.

I understand that the printer carriage is stuck, need not worry I'll be glad to assist you with this.

To provide you with an accurate solution, I'll need a few more details:

Have you done any hardware changes in the printer?

Can you move the carriage manually?

However, I suggest you do a Hard Reset

(1) Turn the printer on, if it is not already on.

(2) Wait until the printer is idle and silent before you continue.

(3) With the printer turned on, disconnect the power cord from the rear of the printer.

(4) Unplug the power cord from the wall outlet.

(5) Wait at least 60 seconds.

(6) Plug the power cord back into the wall outlet.NOTE: HP recommends connecting the printer power cord directly to the wall outlet.

(7) Reconnect the power cord to the rear of the printer.

(8) 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.

Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

If the carriage moves freely, follow the troubleshooting steps in this link: https://support.hp.com/in-en/product/hp-photosmart-c5200-all-in-one-printer-series/3204462/model/320...

If the issue persists, I would personally suggest you contact our HP phone support for one on one interaction. 

If your product is out of warranty, then remember to choose the paid options to get the tech support number.

They might have multiple options to help you on this.

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp

Step 2. Sign in / sign in as a guest

Step 3. Enter the product number or select to auto detect

Step 4. Scroll down to "Still need help? Complete the form to select your contact options"

Step 5. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

Keep me posted on further assistance. Hope that helps! 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day ahead!

Cheers:)

[Whipp1st]

I have not done any hardware changes. I did try the hard reset and that did not fix the problem.  Before this happened, I had printed a page successfully then when I tried to print another document, I got a message that says "Open door, clear carriage jam and then press OK to continue". As far as I can tell its the plastic piece in front of the cartridges. It is also blocking the removal of the cartridges.

[Raj1788]

@Whipp1st

Thanks for the reply,

Appreciate your time and efforts.

As said before,I would personally suggest you contact our HP phone support for one on one interaction.

Have a great day!

Cheers:)

[Whipp1st]

Thank you for your time and advise.

[The_Fossette]

@Whipp1st,

I am the The_Fossette. It looks like you were interacting with @Raj1788, but he is out of the office today so I'll take over from here. 

As suggested I recommend you contact HP phone support and I am positive they will assist you in this regard.

Please post your results, as I will be looking forward to hearing from you.

Good day!

[Whatisinaname]

This solution doesn't do anything to move the piece of plastic (with a triangle on a green field, and a pentagon on a black field, and a square on a beige field) from blocking the removal of the cartridge (either one).  (I am speaking of an HP PhotoSmart C5280 All-in-one Printer•Copier•Scanner)

I can push down the cartridge only so far, due to the interference from the printer part.  See picture below with labeled arrow pointing to the offending part.  As far as calling support, the HP Virtual Agent connected me with scammers in India who were "verifying" callers, to the tune of some dollars off my credit card.  Then the number they gave me was for a 411 service in the States.  Not a good moment for HP and HP support, eh?

Suggestions, Raj?  What with that piece of plastic not moving?  In one video at HP's site, the piece was tilting down so the cartridge could be removed.  It doesn't, though.

What do the triangle, pentagon, and square mean?  3, 5, 4?

Piece of plastic blocking removal of ink cartridge

[Betty0610]

@Whatisinaname

Welcome to the HP Support Community.

Before we give you any instructions, which Printer do you have?

Thanks!

[Whatisinaname]

Well, folks, thanks to Jason at HP at ECR (another story for another time), he referred me to a video clip from an HP C5280 All-in-one fan, which clearly showed what a normal C5280 does when the printer is opened to access the ink cartridges:  the cartridge carrier joggles back-and-forth a few times, then the plastic piece rotates down.  

Mine doesn't do that.  Some exploration and minimally invasive procedures will show something.  

At 1:11 in the video, the printer is opened and the carrier does its thing:

My HP Photosmart C5280 All-In-One Printer . Scanner . Copier Review See at time 1:11

Any suggestions, folks?

---

@Whatisinaname wrote:

This solution doesn't do anything to move the piece of plastic (with a triangle on a green field, and a pentagon on a black field, and a square on a beige field) from blocking the removal of the cartridge (either one).  (I am speaking of an HP PhotoSmart C5280 All-in-one Printer•Copier•Scanner)

I can push down the cartridge only so far, due to the interference from the printer part.  See picture below with labeled arrow pointing to the offending part.  As far as calling support, the HP Virtual Agent connected me with scammers in India who were "verifying" callers, to the tune of some dollars off my credit card.  Then the number they gave me was for a 411 service in the States.  Not a good moment for HP and HP support, eh?

Suggestions, Raj?  What with that piece of plastic not moving?  In one video at HP's site, the piece was tilting down so the cartridge could be removed.  It doesn't, though.

What do the triangle, pentagon, and square mean?  3, 5, 4?

Piece of plastic blocking removal of ink cartridge

---

[Betty0610]

Make sure you have performed all the steps from this document: https://support.hp.com/my-en/product/hp-photosmart-c5200-all-in-one-printer-series/3204462/model/320...

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!