01-21-2019 12:09 PM
Sent job to printer on iPhone XR. Didn't realize document was legal size (8.5" x 14"). Letter-size paper was in printer (8.5" x 11"). Rec'd paper jam error. Found HP video on YouTube showing how to fix issue. Only jam was 1 piece of paper just behind paper tray. No paper or fragments found in other locations. Paper wasn't torn, just had long scratch marks on 2 areas. While lid was opened, also cleaned all rollers with distilled water as instructed.
Repeatedly receiving "Printer Failure" error, code: Ox6100004a, or error code that printer was not shut down properly and to use power button to turn it off (which is what I've done). Printer cartridges now stuck in right position - unable to move to center. Feels like it is hitting something.
01-22-2019 12:27 PM
A warm welcome to HP Community!
Since the printer carriage is not moving, I'm afraid, its a possible hardware failure. Please call HP Support to obtain all available repair/replacement options. You may use the following steps to contact your regional HP Support:
1) Click on this link.
2) Select your product type below.
3) Enter the serial of your device.
4) Select the country from the drop-down.
5) Select the chat or get phone number options based on your preferences.
6) Fill the web-form and proceed further.
Have a great day!
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