Keep getting "The print carriage cannot move" error when it moves and everything cleared.

[Pascal_bi]

I keep getting the Carriage Jam error  "The print carriage cannot move" even though I cleared all papers and the carriage does move. I followed all the steps from a previous discussion https://h30434.www3.hp.com/t5/Printing-Errors-or-Lights-Stuck-Print-Jobs/I-get-the-message-that-the-...

but nothing changed.

Thank you in advance for your help!

[Max3Aj]

@Pascal_bi, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
If you’ve already cleared all paper and confirmed that the carriage moves freely but still receive the "The print carriage cannot move" error on your HP OfficeJet Pro 6978, try the following additional steps:

Check the Carriage Path Again

Even though the carriage moves, small obstructions like bits of paper or debris could trigger the error. Try these:

• Power off the printer and unplug it.
• Open the printer cover and manually move the carriage left and right to check for resistance.
• Use a flashlight to inspect both ends of the carriage path for tiny obstructions.

Reset the Printer (Power Drain)

• Turn off the printer and unplug it from power.
• Hold the Power button for 30 seconds.
• Wait at least 3-5 minutes before plugging it back in and turning it on.

Check the Encoder Strip

The thin transparent plastic strip behind the carriage (encoder strip) helps position the printhead. If it’s dirty or misaligned, it can cause this error.

• Cleaning: Use a lint-free cloth with isopropyl alcohol to gently clean the strip.
• Repositioning: If the strip is out of place, carefully guide it back into its slot.

Inspect the Carriage Belt & Gears

• Look at the carriage belt (rubber band-like strip moving the carriage). If it's loose, torn, or jammed, the printer may need servicing.
• Check for broken or obstructed gears inside the printer.

Test Without Ink Cartridges

Sometimes faulty cartridges can cause false jam errors:

• Remove all ink cartridges.
• Restart the printer without cartridges installed.
• If the error clears, reinstall the cartridges one by one to see if a specific one triggers the issue.

Perform a Semi-Full Reset (Resets printer to factory defaults)

If nothing else works, a semi-full reset might help:

• Turn off the printer.
• Press and hold the # (pound) and 3 keys while turning the printer on.
• If the issue persists, try holding # and 6 instead.

This will reset settings but may require reconfiguring Wi-Fi and preferences.

Firmware Update (If Accessible)

If the printer’s touchscreen is still responsive:

• Go to Setup > Printer Maintenance > Update the Printer
• Install any available firmware updates.

I hope this helps. 

Take care and have a good day. 

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! 

Max3Aj

HP Support