Error message says carriage jam, but the carriage moves freely - tried all the restart methods

[CARRIT]

This is a printer we have not used in 9 months so the ink was dry.  I took out the cartridges and soaked them as recommended.  When I put them back in i got an error message that says carriage jam.  But the cartridges move freely back and forth.  Tried all the restart methods HP suggested, but when I restart it still has the same error message.  There are no paper jams.  

[Anand_Andy]

Hi @CARRIT,

Welcome to the HP Support Community

I understand you are facing a carriage jam issue on your HP ENVY 5052 All-In-One Printer. I'll be really glad to help you with this,

A carriage jam is different than a paper jam.  The carriage is the mechanism that holds the printheads and moves back and forth across the page.  A carriage jam may indicate the carriage is blocked from moving or that there is a problem with the position sensor for the carriage.

Let's start by performing a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

* Remove all the Ink cartridges and then perform a Hard reset on the printer.

* With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

* Remove USB cable, if present.

* Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

* Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

* Turn on the printer and wait till the warm-up period finishes and the printer is idle.

* Now check if the printer gives out ink cartridges missing error or still shows Carriage Jam Error

* If it shows an "Ink Cartridge Missing" error then insert the ink cartridges and then try to print a test page and check if it works.

For more details, please follow the steps suggested in the support document. Make sure there are no bits of paper or any obstructions.

Check the expiration date on the ink cartridges. If it is out of warranty then please install new ink cartridges.

Hope this helps! Keep me posted. 

Please click “Accepted 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!

[CARRIT]

I did your hard restart procedure and am still getting a carriage jam message and even with the ink cartridges in it says they are missing - but they are snapped in correctly.  Any other ideas?  I do not see carriage latch that was shown on the help document.

[Anand_Andy]

@CARRIT,

Thank you for your response, 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.

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!