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Message 1 of 2
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Photosmart 5520 Carriage Jam

HP Recommended
Photosmart 5520
macOS 10.14 Mojave

Initially, the printer would not print black ink. So in an attempt to clean the ink cartridge carrier, I ended up getting the carriage stuck and locked into the right side. I got it unlocked by turning the gears - it would then move freely when guided. I then took the top of the printer off, took the carriage out and cleaned it out, and put it all back in. When I turned the printer back on, it rattled and I heard the carrier move left and right very quickly and loudly. The "carriage jam" message appeared. I have tried its suggestion multiple times with no resolution. The carriage will move all the way left and right when guided. I am not sure where to go from here. 

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HP Support Agent
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Message 2 of 2
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HP Recommended

@Jessica45, Welcome to the HP Support Community!

 

It is not advised to remove the printer parts. This is done only by certified technicians. It looks like the encoder strip is damaged, this is a hardware failure.

If you have tried the steps mentioned in this document - A 'Paper Jam' Error Displays (detailed step by step info on resolving carriage jam), and the issue persists, please reach out to the HP Technical Support team in your region regarding the service options for your printer. 

 

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! 

KUMAR0307
I am an HP Employee

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