My subscription ink cartridge exploded in my printer and ruined it.

[kirsten34]

The error claims carriage can't move, but it is moving. I've cleaned it the best I can. Can I get reimbursed for the printer?

[Nal_NR]

Hi @kirsten34,

Welcome to the HP Support Community. 

I'd be glad to help you! 

If you're experiencing an error message indicating that the carriage can't move, but you observe that it is actually moving, here are some steps you can follow to troubleshoot the issue:

1. Restart the Printer:
2. Turn off the printer using the Power button.
3. Wait for about 60 seconds.
4. Turn the printer back on.
5. Check the Carriage Path:
6. Open the ink cartridge access door to access the carriage.
7. Ensure there are no obstructions or paper jams in the carriage path.
8. Use a flashlight to check for any small pieces of paper or debris.
9. Verify Cartridge Placement:
10. Ensure that the cartridges are correctly installed and seated in their slots.
11. Remove and reinsert each cartridge to ensure proper placement.
12. Inspect the Parking Area:
13. Make sure the posts in the cartridge parking area are not blocking the carriage.
14. Use a flashlight to ensure nothing is blocking the carriage from moving fully to the right side under the printer’s cover.
15. Direct Power Connection:
16. Unplug the power cord from any power strips or surge suppressors, and connect it directly to a wall outlet.
17. Perform a Power Reset:
18. With the printer on, disconnect the power cord from the rear.
19. Unplug the power cord from the wall outlet.
20. Wait for at least 15 seconds.
21. Reconnect the power cord to the printer and wall outlet, then turn the printer on.
22. Print a Test Page:
23. Ensure paper is loaded in the tray.
24. Use the printer’s control panel to print a test page. This checks if the hardware functions correctly.

If after these steps the issue persists, it may be necessary to contact HP Customer Support for further assistance or to schedule a repair. If your device is under warranty or an ink subscription, support may be included.

Hope this helps! Keep me posted for further assistance

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