HP Office Jet Pro 9120e series. Cartrige holder does not move across screen.

[zn34_]

• Cartridge holder does not move across screen - it does not move at all. I cannot locate any paper jam though this what the printer says will probably be the problem.

[timothy39]

cartridge holder and cartridges do not move across screen -  they stay on my left and stay there. The printer suggests a paper jam but this does not appear the problem. Do you know what is causing the problem.

[Hawks_Eye]

Hi @zn34_ 

Welcome to the HP Support Community! We're here to help you get back up and running.

If your HP OfficeJet Pro 9120e’s cartridge holder won’t move and the printer suggests a paper jam, it’s likely the carriage is stalled or obstructed internally—even if no paper is visible. 

Let’s walk through a precise and sensory-rich recovery to get it moving again.

 

1. Power Cycle the Printer

This resets the carriage motor and clears temporary faults.

• Turn off the printer using the power button.
• Disconnect the power cord from the back of the printer and from the wall.
• Wait 60 seconds to allow internal capacitors to discharge.
• Reconnect the power cord and turn the printer back on.

Once powered on, listen for the sound of the carriage attempting to move. If it remains stuck, continue below.

 

2. Check for Hidden Obstructions

Even a small scrap of paper or packaging material can block the carriage.

• Open the ink access door fully.
• Gently move the carriage left or right—do not force it if it resists.
• Use a flashlight to inspect:
  • Far left and right corners of the carriage path.
  • Underneath the carriage rail.
  • Behind the rollers for any debris or torn paper.

Remove any visible obstructions using tweezers or a lint-free cloth.

 

3. Reset the Carriage Mechanism

If the carriage is locked due to a sensor fault, this step can help:

• With the printer powered on, open the ink access door.
• Wait for the carriage to attempt movement.
• If it doesn’t move, close the door and repeat the open/close cycle three times.

This can trigger a mechanical reset in some models.

 

4. Clean the Carriage Path

Dust or dried ink can cause friction that stalls the carriage.

• Power off the printer and unplug it.
• Dampen a lint-free cloth with distilled water.
• Gently wipe the carriage rail and rollers.
• Let it dry for 10 minutes before powering back on.

 

5. Use HP’s Carriage Jam Troubleshooter

This tool guides you through model-specific steps and checks.

Start here: Fix Carriage Jam Issues – HP Support

If the carriage remains immobile after these steps, it may be a mechanical fault in the carriage motor or encoder strip. 

Let me know if the printer makes any noise when powering on or if the ink door triggers any movement—those clues will help refine the next steps.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye