Print Heads not moving to the left even after holding * button

I did all the tricks to get the printheads to the left in order to replace them.   I cannot get them to move.   I know they work because the printer will print a b/w copy.   Is there any other tricks?   Even my MIS manager can't figure this out.  HELP!!!!
I need to change the printheads.  

Hello,
Please click HERE to access the steps that should resolve the issue .
If issue still exists, please call HP Tech Support for further assistance as it could be a hardware issue.
If you are in US , the toll free # is 1-800-474-6836 .
If you are not in US , then log on to www.hp.com , at bottom-left corner there is a world map icon, click on it and then select the region you belong to, which would then provide support options for you for that region.
Regards,
Jabzi
Give Kudos to say "thanks" by clicking on the "thumps Up icon" .
Click "Accept as Solution" if it solved your problem, so others can find it.
Although I am an HP employee, I am speaking for myself and not for HP.

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