Printer stuck in cleaning printhead

[rodman2]

Printer jammed on envelope and was removed except the corner (2.5×2 "). Turned on printer to see if it would come out an initial start up...now it is stuck in cleaning printhead but not leaning printhead. Help...Thank you.

[MarcelusWallace]

Hi @rodman2,

Welcome to the HP Community.

I understand your HP Officejet Pro 8500 is stuck trying to perform the printhead cleaning. I will be happy to help.

Do you have it plugged directly into a wall outlet(avoiding power bars and surge protectors)?

If not, I would move it to one because the printer might not be getting enough power and that can cause uncommon issues. Even if it has always been plugged up in the current configuration, it can still develop an issue if not plugged directly into the wall outlet. More information is available through this link: Issues when Connected to an Uninterruptible Power Supply/Power Strip/Surge Protector.

The next thing I would do is a hard reset. A hard reset will attempt to restore the printer to a known working condition if that is possible. No user settings are lost with a hard reset. 

Hard reset

Turn the printer on.
With the printer turned on, disconnect the power cord from the rear of the unit.
Unplug the power cord from the wall outlet.
Wait at least 30 seconds.
Plug the power cord back into the wall outlet.
Reconnect the power cord to the rear of the unit.
If the printer does not turn on by itself, press the Power button to turn it on. 
 

Please try out these steps and get back to me with the results.

If this helps, show appreciation for my reply by hitting the “thumbs up” below, or click the "Accept as Solution" button if I have helped you reach a solution.

I hope this helps. Have a great day.

[rodman2]

Did hard reset, printer says clear jam by opening print carriage door, press okay. Cannot see jam from corner of envelope that tore off when removing jam.

[MarcelusWallace]

Hi @rodman2,

Thank-you for getting back to me.

That message would indicate that the printer is experiencing a carriage jam. Here is a link to a document that offers some troubleshooting solutions for 'Carriage Jam' error messages.

A 'Carriage Jam' Message Displays for HP Officejet Pro 8500A (A910) e-All-in-One Printer Series

Please try out these steps and get back to me with the resutls.

If this helps, show appreciation for my reply by hitting the “thumbs up” below, or click the "Accept as Solution" button if I have helped you reach a solution.

I hope this helps. Have a great day.

[rodman2]

Thank you Marcelus!  I will give this a try, but appears to be very helpful...will let you know if I can find the culprit!

[rodman2]

Good morning Marcelus, I have made sure that duplexer is clear, I believe the ‘2” small envelope piece” that tore off the envelope is in the final leg of the trip through printer.  I’m wondering if Step Six is the solution, although my model number is A909g.  Can I remove the face plate above the paper tray to access this area?  My printer configuration is different than model shown.  I took the duplexer apart, so I’m not afraid to try with instructions.  Thank you for your help.  I’m lost without my printer!

[MarcelusWallace · Accepted solution]

Hi @rodman2,

My appologies for the incorrect link. Here are the links for paper and carriage jams for the HP Officejet Pro 8500 A909g, they will display the appropriarte steps to clear the jam.

A 'Carriage Jam' Message Displays for HP Officejet Pro 8500 Premier (A909n) and 8500 Wireless (A909g...

A 'Paper Jam' Message Displays for HP Officejet Pro 8500 Premier (A909n) and 8500 Wireless (A909g) A...

If you are still experiencing te issue after trying out the steps in the link above, I recommend contacting HP for further support.

Contact HP:
Step 1. Open link: http://h22207.www2.hp.com/us-en/contact-hp/
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click on: HP contact options - click on Get phone number
Case number and phone number appear 

If this helps, show appreciation for my reply by hitting the “thumbs up” below, or click the "Accept as Solution" button if I have helped you reach a solution.

I hope this helps. Have a great day.

[rodman2]

Thank you so much 4 your help and patience. Have a great weekend!