How to Fix a Carriage Jam or Non-Moving Printhead on HP OfficeJet Pro 6958, 6968, 6978, or C6380 Printers

Question:
My HP OfficeJet Pro printer (model 6958, 6968, 6978, or C6380) has a problem with the printhead not moving automatically. It's not physically jammed-I can move it by hand-but during startup or printing, the print carriage doesn't move on its own. How can I fix this issue?

Answer:

Now, regarding your HP OfficeJet Pro 6958 (and similar models 6968, 6978, and C6380), when the printhead or carriage assembly doesn't move automatically, it usually points to one of three potential areas: mechanical obstruction, sensor or encoder failure, or a motor control issue. Since you mentioned that the carriage moves freely by hand, we can eliminate a hard mechanical jam, which helps narrow things down.

Let's go through the possible causes and detailed solutions:

1. Check the Carriage Path and Belt

Even if the carriage isn't physically jammed, debris or dried ink can cause the carriage motor to fail to start.

• Open the printer cover and carefully inspect the carriage rail and belt (the rubber-like toothed belt connecting to the printhead assembly).

• If there's ink buildup, clean it using isopropyl alcohol (90% or higher) and a lint-free cloth.

• Make sure the belt tension is correct-if it's too loose or slipping, the motor can't move the carriage effectively.

• Avoid using excessive force when moving the carriage manually, as it could desynchronize the home position sensors.

2. Clean or Check the Encoder Strip

The encoder strip is the thin, clear plastic strip running horizontally behind the carriage. It's responsible for telling the printer where the printhead is located.
If it becomes dirty or smudged with ink, the printer loses its positional feedback and may refuse to move the carriage at all.

• Gently clean the strip using a soft, lint-free cloth dampened with alcohol.

• Be careful not to scratch or pull it off its track.

• After cleaning, let it dry completely before powering the printer back on.

3. Inspect the Service Station (Capping Station)

On HP models like the OfficeJet Pro and C6380, the service station is located on the far right side under the parked printhead. It performs printhead cleaning and sealing when the printer is idle.

• If this mechanism is jammed with dried ink or if the wiper blade is stuck in the up position, it can physically block the carriage from initiating movement.

• Use a flashlight to inspect underneath the parked printhead area. Clean any visible ink buildup or obstructions.

• Gently move the service station mechanism using a plastic tool-never force it with metal objects.

4. Check for Error Messages or Power Supply Issues

If the printer doesn't display a "Carriage Jam" or "Printhead Error" message, but the carriage still won't move, it might be related to a motor or power board problem.

• Unplug the printer and let it rest for 10-15 minutes to reset internal circuits.

• Plug it directly into a wall outlet (not a surge protector) to ensure stable voltage.

• If you hear a faint motor hum but no motion, the carriage drive motor or encoder sensor may have failed.

5. Electrical or Firmware-Related Failures

Sometimes, the printer's logic board (motherboard) can malfunction, particularly if there was a recent paper jam or electrical short (even static electricity can cause damage).
If the logic board fails to send movement signals to the carriage motor, the printer may act as though the carriage is "stuck," even though it's not physically jammed.

In this situation, replacing the mainboard or carriage motor may be required. BCH Technologies can inspect and repair such hardware issues through our professional repair service.

Addressing printer issues can be a complicated affair due to the hands-on nature of the problems. So, we're not able to provide remote troubleshooting, suggestions, or support for printer repairs. We offer an in-person evaluation and repair service via our local diagnostic facility (https://bchtechnologies.com/printer-repair-service). Given the high demand, we operate on a first-come, first-served basis, so it might take a few weeks before we can receive your printer for evaluation. Our services can cover either full printer repairs or targeted part replacements, depending on your needs.

That said, if you prefer to troubleshoot on your own, we encourage you to visit our YouTube channel (https://youtube.com/@bchtechnologies). Use the search icon next to "About" on the right-hand side of the menu bar to look up videos about HP carriage jams, encoder cleaning, and mechanical belt issues. With nine years of video tutorials available, you'll likely find one that fits your model perfectly - or even discover helpful related content from other creators.

Thank you again for reaching out and for your continued trust in BCH Technologies. Your questions and engagement inspire us to keep sharing detailed repair knowledge with the community.