Same error on 2 different printers at the same time (print carriage cannot move)

[Joe934]

Hello,

Last week 2 different printers in our network started showing the same error, print carriage cannot move...

The models are OfficeJet Pro 8024e and OfficeJet Pro 6970. The printers print a couple of rows and then stops to show the error.

We have tried the normal trouble shooting steps and the issues hasn't been solved. While turned off the carriage can be moved in freely in both printers. There are no visible paper jams in either printer. The 6970 model is old and has been heavily used, hardware fault is definitely possible. But the 8024 model has barley been used, a couple of 100 pages printed in total. The 2 printers geting the same error message at the same time seems wired. Can this be a faulty update?

Some help would be appreciated. 

[zoey7886]

@Joe934, Welcome to The HP Support Community.  

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

I understand you are getting the "Carriage cannot move" error can occur even when no visible paper jam is present. 

Here are some steps to help you troubleshoot and resolve this issue:

Turn off the Printer:

• Turn off the printer and unplug the power cord from the printer and the wall outlet.

Open the Printer:

• Open the cartridge access door to see the print carriage.

Check for Obstructions:

• Check inside the printer for any obstructions or small pieces of paper that might be blocking the carriage. Look carefully along the entire carriage path, including the far ends where paper might be difficult to see.

Manually Move the Carriage:

• With the printer turned off and unplugged, gently move the print carriage to see if it moves freely. Do not force it if it is stuck. Check again for any obstructions.

Remove and Reinsert Cartridges:

• Remove the ink cartridges from the carriage. Check the cartridges and the carriage for any obstructions. Reinsert the cartridges and make sure they are securely installed.

Plug in and Turn on the Printer:

• Close the cartridge access door. Plug the printer back in and turn it on. Check if the error message is resolved.

Perform a Hard Reset:

• Sometimes a hard reset can clear errors. Turn off the printer, unplug the power cord from the printer and the wall outlet, wait for 60 seconds, then plug it back in and turn it on.

Check the Printer Rollers:

• Inspect the rollers in the printer for any debris or damage. Clean them if necessary using a lint-free cloth slightly moistened with distilled water.

Update Printer Firmware: Update the firmware on an HP printer

• Ensure that your printer firmware is up to date. Go to the HP support website and download the latest firmware for your printer model.

Reset the Printer:

• Sometimes resetting the printer to factory defaults can help. Check the printer manual for instructions on how to perform a factory reset.

Also refer to this link for more troubleshooting steps: HP Printers - Carriage jam or E3 error
 

I hope this helps. 

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Take care and have a good day.

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

[Joe934]

We have done all this on both printers and the error persists on both of them.