Printer errors

[Hngrmn]

I have an HP 6962 OfficeJet printer. Evidently, in preparation for leaving this location for the summer last spring, I inadvertently unplugged the printer from the wall outlet and did not turn it off using the power switch first. Because we only live at the printers location for 6 months of the year, it sat unpowered from May to October.

Now that I have returned for the winter, I plugged the printer in and pressed the power switch. The printer will not operate as it gives an error message 'the printer was not shut off properly....' After hitting 'OK' for this error, the printer tries to go through a  maintenance routine but the cartridge carrier is stuck on the right side, so a second error message pops up stating to 'clear any paper jams....'which I have done (no paper jam was found) and the printer refuses to correct the stuck carriage problem. Any attempts go through the same error messages every time I try to reset or restart the printer.

I have followed every method of clearing these error codes and factory resetting the printer as suggested by HP, the forums such as this, and other internet sources, and even contacted HP Support directly by phone several times but to no resolve. Since the printer is 'out of warranty', HP Support will not help at all, and their only suggestion is to buy a new printer.

 If anyone can help, it is greatly appreciated. Thanks in advance to you all.

[Raj2111]

Hi @Hngrmn 

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

Here are some steps you can try to resolve the stuck cartridge carrier issue and the error messages:

Power Cycle the Printer:

• Unplug the printer from the wall outlet.
• Wait at least 60 seconds.
• Plug it back in and turn it on while holding the power button for about 15 seconds. This can sometimes reset internal errors.

Check for Obstructions:

• Open the printer cover and carefully check for any obstructions that may be preventing the cartridge from moving. Sometimes small pieces of paper or debris can cause issues.
• Ensure the cartridge is properly seated and has not shifted during storage.

Manually Move the Cartridge:

• With the printer powered off, gently try to move the cartridge carrier to the center of the printer. Be very careful, as forcing it could cause further damage.
• If you can move it, try to turn the printer back on again.

Reset the Printer:

• If you haven’t done so already, try resetting the printer to its factory settings. This often involves going to the settings menu, but since you've already attempted resets, this may be redundant.

Inspect the Printer Mechanism:

• If you are comfortable doing so, you might want to open the printer and check for any mechanical issues or misalignments that could be causing the cartridge carrier to get stuck.

Check for Firmware Updates:

• Sometimes, firmware updates can resolve issues. Connect the printer to your computer or Wi-Fi and check for updates via the HP Smart app or the HP website.
• Click here

Use a Different Power Outlet:

• Sometimes, a faulty power outlet can cause issues. Try plugging the printer into a different outlet.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support

[Hngrmn]

Hello Raj2111

Thank you for the information and suggested fixes to the carriage issue.  I have done all of the tasks you suggested, several of them many times but nothing helps.

To help clarify the cause, it is the sucker ink recovery tray (the part that slides back and forth under the carriage when it is at rest on right side) that always returns to and stays stationary in the front most position (under the carriage) after the turn on / startup sequence is completed, thus not allowing the carriage to move left through the remaining startup sequence. It does not retract back so the carriage is free to move left or start printing.

I have cleaned the ink recovery sucker tray and area to remove any icky, sticky ink residue as well, but this did not help.

I still get the error message 'THE PRINTER WAS NOT SHUT DOWN PROPERLY..." first every time, then the error message 'THE PRINT CARRIAGE CANNOT MOVE....' when first turning on the printer.

Hope this helps. Thanks again for your kind assistance. 

[Raj2111]

Hi @Hngrmn 

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a good day.

-Regards

Raj-HP Support