mfp m428fdw. can't fit toner cartridge back into printer

[Bruce86]

I had to remove my toner cartridge to clear a paper jam. Now it won't go back into its slot comp[letely, and the access door won't close. Is there some trick that I'm missing?

[Repairatrooper]

These printers have a little different insertion/removal method than other HP models. We have found during internal testing that if you do not lift up slightly on the cartridge before removing it, it is possible to damage one of the paper guides, making reinsertion more difficult. With the cartridge out, look at the bottom the cartridge cavity. You should see a spongy roller which is the transfer roller, just behind that (closer to you) you will see a silver guide. It should be flush and straight right across, if not it needs to be repaired. Is this an OEM or third party cartridge, I ask because some of the third party cartridges, to avoid patent infringement, use a different style of drive shaft on the right side of the cartridge and we have seen those cause issues as well.

[Bruce86]

Thankyou Repairtrooper. The cartridge is the one that came with the printer. I want to make sure that I'm clear on what you're talking about. Here's a pic of my printer's guts with the cartridge removed. Are my labels pointing to the parts that you're talking about?

[Bruce86]

It looks like that photo might not have gone through. You should be able to see it here:

https://twitter.com/dumbeast/status/1299465347406331904/photo/1

[Repairatrooper]

The cavity of the printer looks fine, I cannot see anything out of place that might be causing the issue

This would lead me to think you may have a problem with your cartridge.

[Bruce86]

Thanks for the clarifying diagram, Repairtrooper. I've taken some photos of the inside of the printer and the cartridge. You can see them here:

https://twitter.com/dumbeast/status/1299465347406331904

I can't see the problem, but maybe you can. The thing that keeps the door from closing is at the lower right, near the hinge. I dreamed last night that working together, we were able to fix this. Let's make it happen!

[Repairatrooper]

Looking at the picture it almost looks like the left side of the transfer roller is sitting higher, that could just be the picture

Do you happen to have another cartridge you can try?

[Bruce86]

Sorry,  this is the only cartridge I have. The transfer roller looks level to me. I did notice a wonky mechanism on the left side of the cartridge, photos here:

https://twitter.com/dumbeast/status/1300484744023437317

https://twitter.com/dumbeast/status/1300485820533493760/photo/1

[Repairatrooper · Accepted solution]

Your picture of the cartridge was washed out, just to ensure clarity, the right side of the cartridge has the drive shaft on it, the left side only has contacts. 

Left side

right side

[Bruce86]

Right side of cartridge

https://twitter.com/dumbeast/status/1300526101932863488/photo/1

Left side of cartridge

https://twitter.com/dumbeast/status/1300526227590062080/photo/1

Do you think this can be fixed? I need this printer/scanner/fax for my work. I really liked it until this happened. Who do I talk to at HP about repair or replacement of this unit?