iI have gone through the same routine for replacing the ink cartridge. the cartridge seems to be locked in. I can't remove it. The green off button...

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Hi Juliet,

Thanks for waiting. Im here to help. May I know what do you mean by the cartridge seems to be locked in? When you open the scanner unit did the carriage move to the replacement position?

May I know what do you mean by the cartridge seems to be locked in? When you open the scanner unit did the carriage move to the replacement position?

What sign are you referring to? Did the carriage move when you open the scanner door?

I understand what you are tying to do. When you open the scanner door/unit did the carriage move?

It seems that you are having a hard time to use our chat page. I posted a response to your question. Is there a number I can call you?

Please follow these steps:

• Open the scanner unit/door
• Press the  stop button for 6 seconds. The print head/carriage moves to the replacement position.
• Squeeze the tab on the cartridge and lift the cartridge straight up to remove it.

Let me know what happen. Thanks

Hi Juliet,

Thanks for your response and apologize for the delay. May I know if this is happening on all of the cartridges?

If you cant remove all the cartridges by squeezing the tab dont force it because it may damage the print head. You will need to bring it to a service center so that they can check and remove the cartridge for you.

If you can provide me with your zipcode or postcode so I can give you the location of the service center where you can bring the printer. Thanks

You're welcome. You can provide me with your zipcode or postcode so I can give you the location of the service center where you can bring the printer. Thanks