Have an HP OfficeJet Pro 9015e - Getting message Carriage Jam - The printer cartridge cannot move

[dwstancill]

HP OfficeJet Pro 9015e - Getting error message Carriage Jam - The printer Carriage cannot move - Open the cartridge access door, clear any paper jam or obstruction, and select ok - Select ok and get message One of more cartridges are missing or damaged 

I have checked and there is no paper jam or obstruction.

Changed all the ink cartridges. 

You can hear the ink cartridge moving from side to side.

Continue to get the message.

Have turned machine off and left it off for 5 minutes - continue to get the same error messages.

[VikramTheGreat]

Hi @dwstancill,

Welcome to the HP Support Community.
 

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

Thanks for the detailed description — it sounds like you’ve already taken several good troubleshooting steps. Here are the steps to address carriage jam and cartridge error messages on the HP OfficeJet Pro 9015e:

1. Power Reset the Printer (Hard Reset)

1. With the printer on, unplug the power cord from the back of the printer.
2. Unplug the power from the wall outlet.
3. Wait at least 60 seconds.
4. Plug it directly into the wall outlet (not a power strip).
5. Reconnect the power cord to the printer and turn it on.

This clears false error states from the system.
 

2. Check for Internal Obstructions

Even if no paper is visible:

• Open the cartridge access door.
• Using a flashlight, check both left and right sides inside the printer where the carriage travels.
• Remove any small bits of paper, labels, or even ink overspray buildup on the carriage path.
• Also, check around the paper feed rollers near the bottom of the paper path.

3. Manually Slide the Carriage

• With the printer off, open the access door.
• Gently try to slide the printhead carriage from one side to the other.
• If it sticks or resists, that could mean there’s a gear or rail blockage.

You should hear or feel smooth movement if it’s working normally.

4. Check and Reseat Ink Cartridges

1. Remove all ink cartridges.
2. Power the printer off, then on without any cartridges installed.
3. When prompted, install one cartridge at a time, closing the door each time, to isolate if a specific cartridge is faulty.
4. Make sure each cartridge clicks securely into place.

Even new cartridges can trigger a fault if they’re not seated properly or if the printhead has a problem.

I hope this helps.

Take care and have a good day.

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VikramTheGreat

HP Support