stalled cartridge carousel

[frustratedbig]

Second time using the printer, my inkjet 2375 will not print. It says that the Cartridge Carousel is stalled.

However, it moves freely when I first turn on the printer. It slides all the way across and back to the left twice, then it bounces in the left corner exactly three times, then it slides all the way across two more times, then does three more bounces in the left corner only to stop and give the stalled error message. It does the same exact thing every time. I have done soft and hard resets well over ten times and have even unplugged everything while I uninstalled all HP software from my computer and reinstalled. Same thing. There is nothing lodged or stuck inside, the cartridges are installed properly and the ink levels can be read by HP Smart, but it won't print anything. It has only printed one document out of the box before this horrendous failure.

[Sneha_01]

Hi @frustratedbig,

Welcome to HP Support Community.

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

When your HP Inkjet 2375 printer displays a "Cartridge Carousel is stalled" error and exhibits the specific movements you described, it suggests there might be an issue with the printer's internal mechanisms, sensors, or firmware. Here's a step-by-step guide to help you troubleshoot and potentially resolve the issue:

1. Power Cycle the Printer

• Turn off the printer and unplug it from the power source.Wait for at least 60 seconds.
• Plug the printer back in and turn it on.

2. Check for Obstructions

• Open the printer and carefully inspect the cartridge carousel and the entire paper path for any obstructions or debris.
• Make sure there are no small pieces of paper or other objects that could be causing the mechanism to stall.

3. Re-seat the Ink Cartridges

• Remove the ink cartridges from the printer.Inspect the cartridges and the cartridge slots for any signs of damage or debris.
• Reinsert the cartridges firmly and ensure they are seated properly.

4. Clean the Cartridge Contacts

• Turn off the printer and unplug it.Open the printer to access the cartridges.
• Use a lint-free cloth slightly dampened with distilled water to gently clean the electrical contacts on the cartridges and the corresponding contacts in the printer.Allow the contacts to dry completely before reinserting the cartridges and powering on the printer.

5. Check the Cartridge Carousel Movement

• With the printer turned off and unplugged, manually move the cartridge carousel to see if it moves smoothly without resistance.
• Ensure the carousel is not obstructed by any internal parts.

6. Update Printer Firmware

• Go to the HP support website and check if there is a firmware update available for your printer model.
• Download and install any available updates, following the provided instructions carefully.

7. Reset the Printer to Factory Settings

• Turn off the printer.Press and hold the Resume button (the button with the triangle inside a circle) on the printer, then press the Power button to turn it on.
• Continue holding both buttons for about 10-15 seconds, then release them. This should reset the printer to its factory settings.

8. Check HP Smart Diagnostics

• Open the HP Smart app on your computer or mobile device.
• Run the diagnostic tool provided in the app to see if it can detect and resolve any issues.

9. Inspect and Clean the Encoder Strip

• The encoder strip is a thin, clear strip that runs across the printer and helps the carriage determine its position. It can sometimes get dirty or misaligned.
• Gently clean the encoder strip with a soft, lint-free cloth. Be careful not to scratch or damage it.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support