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‎10-31-2023 02:19 PM

HP Recommended
Operating System: Microsoft Windows 10 (64-bit)

I have an HP Officejet Pro X476dw MFP.  It appears that the ink cartridges have dropped down and now cannot be removed and the printer will not print.  The error message says there is a "Cartridge Problem" and that cartridges must be installed.  However, the cartridges are installed.  Any suggestions on next steps?

1 person had the same question
3 REPLIES 3

‎10-31-2023 03:02 PM

HP Recommended

Very possible that the lift motor has failed and left the cartridges stranded. Older models did have issues where the worm gear that drives the head lift mechanism would fail over time. New lift motors had a retainer to stop this from happening. To check the lift motor you need to remove the back panel. Manually lifting the print head requires that you remove the front panel and rotate the lift mechanism manually with a special tool

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I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.



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‎10-31-2023 03:06 PM

HP Recommended

I was finally able to push the cartridge compartment up enough with my fingers to start wiggling the cartridges out one by one.  Once they were all out, the problem seemed to resolve.  I reinserted the cartridges and I am now able to print again.

1 person found this reply helpful
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‎10-31-2023 06:18 PM

HP Recommended

We have seen a few cases where one of the cartridges pops out (usually off brand cartridges)  and jams the head. Good to hear you were able to able to resolve the issue.

If you find the information provided useful or solves your problems, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.



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