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Dustin, Printer Repair Specialist
Category: Printers
Satisfied Customers: 13473
Experience:  A deep understanding and technical prowess in the finer points of printing and printer repair. Also worked in The US Army as A Network Switching Systems Operator/Controller
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I'm getting an error message that there is a carriage jam. I

Customer Question

I'm getting an error message that there is a carriage jam. I have watched the how to video twice and none of those suggestions are working. The carriage is stuck on the right hand side and it will not move no matter how many times I power on a car off for reset the printer
JA: Just to clarify, what's the exact make and model of your machine?
Customer: HP Office jet J6480 all in one
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: I'll have a MacBook Pro I don't know what the operating system is because the laptop is not powered on right now
JA: How long has this been an issue? What happened right before this popped up?
Customer: A couple of days ago I printed a mailing label on standard paper. It printed just fine and as soon as it finished printing this error message came up
JA: Anything else you want the printer expert to know before I connect you?
Customer: No ma'am
Submitted: 10 months ago.
Category: Printers
Expert:  Kris8472 replied 10 months ago.

How's it going.
Let me read of your question. Give me a minute.

Expert:  Kris8472 replied 10 months ago.

Can you give me the serial please?

Customer: replied 10 months ago.
Where on the machine would I be able to find that on the back?
Expert:  Dustin replied 10 months ago.

Hello, my name is ***** ***** Im a different expert here at Justanswer. It seems the previous expert opted out.

Did you still need help with this issue? If so, please respond so we can get started.

Otherwise, if you want to cancel this support ticket, please respond and let us know so that we know to close this ticket out. Thank you,

Dustin S.

Senior Technician and Network Switching Systems Operator / Maintainer.

Customer: replied 10 months ago.
I still need assistance with my printer
Expert:  Dustin replied 10 months ago.

Allright.. lets dive in! Please allow me a few minutes to write out a thorough repair suggestion, and I will be right back with you.

Dustin S.

Expert:  Dustin replied 10 months ago.

Better yet, HP finally published the full support document for this error.. So lets refer to this page.

The main points are, check thoroughly for paper jams in each area shown..

But most likely, something is under or beneath or blockig the carriages free movement.. The carriage is the part of the machine that moves left and right when its printing.. It can sometimes get stuck on its own cables, or if one side slides off its rails / track.. Or if a tiny bit of paper, paperclip, staple or debris is in the way.

So follow along with that guide methodically , and if you get stuck or run into any issues, let me know.

I strive to provide great service, and greatly appreciate a 5 star rating clicked and submitted when you are satisfied.. I always answer follow up questions.

Dustin S.

Senior Technician and Network Switching Systems Operator / Maintainer.

Customer: replied 10 months ago.
As I stated in my initial comment I have viewed that video from HP multiple times and I followed every step that was given and the carriage is still stuck on the right. I will however check underneath the carriage and see if there's anything underneath that and I'll let you know
Expert:  Dustin replied 10 months ago.

Allright.. If you didnt find anything under the carriage or blocking its movement, then what I need you to do is open the printer like you are going to change the ink cartridges, and then unplug the printer from power, then plug it back in and watch the carriage..

Does it move left to right or right to left at all? Is it making any noises when it moves or tries to move? Please describe the above as best as you can.. Thank you,

Dustin S

Customer: replied 9 months ago.
I unplugged the printer, opened the printer, and then plugged it back in. The cartridge makes noise as it is supposed to when the printer is powering on however it is stuck to the right. It is not moving left or right at all. The only noise I hear is a beep (at the end of "the sequence") which is indicating that the carriage is stuck. There is nothing under the cartridges nor is there anything keeping the movement from left to right.I hope what I'm saying makes sense
Expert:  Dustin replied 9 months ago.

That makes perfect sense.\

\ what happens if you try to grab the carriage by hand and move it.. if you can get it unstuck and get it to move, the machine should take over and it wont be jammed.

So try that and lets see if we can clear the Jam.

Customer: replied 9 months ago.
I did try and physically move the carriage and it will not budge