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‎01-17-2020 12:28 PM

HP Recommended
Product: officejet pro 6968

my printer is telling me a paper jam w/ regards to 2 sided printing.  which i have not done.  i have looked and there is no paper jam.  when i click OK to clear message i there is a problem w/ printer and to turn it off and then off.  when i turn off it says shutting down but will NOT shut down/power off.  I have pulled the power cord and let it unplugged for days, hours, etc.  when i plug back in I the same errors as above and then says my printer was not properly shut down.  please help

1 REPLY 1

‎01-20-2020 10:48 AM

HP Recommended

@jlark1, Welcome to HP Support Community!

 

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. For more information, go to Updating or Upgrading Printer Firmware.

 

If you have already performed the steps from the document A 'Paper Jam' Error Displays and the issue persists, it could be a hardware failure.

 

Please reach out to the HP Support in your region regarding the service options for your printer.

 

Hope this helps!

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
I am an HP Employee

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