HP Office Jet Pro 6960 - "the print cartridge cannot move error" message

[Saxboy]

Hi, I have had my HP Office Jet Pro 6960 printer for over six years and until now it has never let me down. It was working perfectly fine until one day I turned it on and got the error message "the print cartridge cannot move" and would not return to the home screen. I followed the instructions stated on the screen and ensured there were no paper jams and that there were no foreign bodies or broken pieces inside the printer but this did not fix the fault. This process was repeated several times with same result.

I then performed a hard reset of the printer by disconnecting the power from the back of the printer, with the printer still on, and then disconnecting the power lead from the wall socket. I removed all the ink cartridges and after 2-3 minutes I held the power button "on" for 30 seconds. I then reconnected the power lead to the wall socket and to the printer and then turned the printer back on. The printer went through a start up procedure before re-showing the original error message of the cartridge not moving.

Before I replaced the four ink cartridges I checked the freedom of the carriage that holds the ink cartridges and it moved very freely up and down on its track with no effort at all. On that basis I conclude there is no physical obstruction and perhaps it might be a software issue?

Just for back ground knowledge my printer is plugged directly into a wall socket and by WI-FI to my Dell lap top computer which uses Windows 10. I would be grateful for any assistance in resolving this error message.

Update since posting: I have performed a factory reset on the printer's screen and cleaned all the paper feed rollers - all without success. Regards

[sandytechy20]

@Saxboy

Welcome to the HP support community.

I understand that you are getting the print cartridge cannot move error, I am glad to assist you.

You might have to reset the printer.

I am sending you a private message with the steps to reset the printer. Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

If this helps, please mark the public post as an accepted solution so that it benefits several others

Cheers.

[Saxboy]

Hi, can you help me with my HP printer problem?