How can I remove the ink cartridges from my old 6978 to put them in my new 6978? Black is stuck

[Sue8811]

My old 6978 failed, so I replaced it with an identical new one that was installed yesterday. How can I remove the ink cartridges from the old 6978 to put them in the new 6978? Even with the printer plugged in, the cartridge carriage won't slide over & I had just installed a new $43 black ink cartridge hours before the printer failed. I was able to remove the smaller magenta, blue & yellow cartridges, but not the XL black one. Is there a release button somewhere that will allow me to move the carriage over? Thank you!

[Kumar0307]

Hi @Sue8811

Welcome to the HP Support Community. I'd be happy to assist you.

If the carriage is stuck, you may try moving it manually with applying a gentle force.

Kindly follow the steps mentioned in this document.

If the issue persists, it is a hardware issue. Please contact our HP Support team for Service Options as it could be a possible hardware issue:

1) Click on this link - www.hp.com/contacthp/

2) Select your product type below.

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Select the appropriate option based on your preference.

6) Fill the web-form and proceed further.

Keep me posted for any other 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!

Have a great day! 

[Sue8811]

Thank you, Kumar, for responding. While there is no paper jam, I followed the recommended steps, but still cannot remove the new 902XL black cartridge from my old printer. The carriage will only move about half an inch to the left, so I cannot reach the black cartridge.  Is there anything else I can do to remove the cartridge other than trying to manually rip off the plastic panel on top of the area where the carriage is? Every printer I've ever bought has been an HP...I cannot believe I have to sacrifice a new  (installed, but never used) $43 cartridge stuck inside the printer rather than being able to install it in the new printer!

[Kumar0307]

@Sue8811

I understand your concern and I have brought your issue to the attention of an appropriate team within HP.

They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact.

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here:

https://h30434.www3.hp.com/t5/First-Time-Here-Learn-How-to-Post-and-More/How-To-Send-A-Private-Messa...

Thank you for visiting the HP Support Community.