How to do an advanced reset on my HP Envy 7645

[Eleanor111]

My printer message says  "The print carriage cannot move - jammed". There is no paper anywhere and the carriage moves freely.  I tried everything and the last resort would be to do an advanced reset, which I do not know how to do.  Help please!!!

[TEJ1602]

@Eleanor111, Welcome to HP Support Community!

First, I'd recommend you follow the steps from the document 'Carriage Jam' or 'E3' Error Displays to try and resolve the issue.

Additionally, Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

If the issue persists, we can try performing a complete reset on the printer. The reset instructions are specific for your printer and performing those steps on a different printer may brick the device. 

I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer. 

In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link.

Hope this helps!

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