Hello, and thank you for choosing JA for your support needs. Happy to assist you in resolving this issue.
Has a Jam occurred before? Can you see any debris at all in the Printer?
Follow the steps below:
What we can try here are some cleaning and reset steps.
First, open up the printer, and check for any internal debris such as scraps of paper, paperclip or staple, etc. Check if you’re able to move the carriage manually, or if it moves on its own when lifting the lid. If it does move, you can proceed with cleaning by blowing out the Inside compartment with compressed air and checking carefully on both sides for any obstructions. Next, remove all of the ink cartridges, then clean the metal electrical contacts on the back, as well as where they mate up inside the printer, using Q-tips and rubbing alcohol. Dry well, then reseat the cartridges. Then wipe down the encoder strip, which is a clear plastic strip running the width of the printer, that sits just slightly above and behind the carriage.
Then reset the machine:
unplug power at the wall outlet
wait 5 minutes
press and hold the power/on button for 60+ seconds
keep holding while plugging back in, and for another 60 seconds after, then release