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nkdohle
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Message 1 of 6
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Officejet pro 6978 unable to shut down.

Microsoft Windows 10 (64-bit)

I can't get my printer to shut down.  It looks like it's in a loop.

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HP Support Agent
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Message 2 of 6
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Officejet pro 6978 unable to shut down.

@nkdohle

 

Welcome to the HP Support Community.

 

What do you see on the screen? Is the power button working?

 

Let's try to reset the Printer here:

 

Turn the printer on, if it is not already on.

  1. Wait until the printer is idle and silent before you continue.
  2. With the printer turned on, disconnect the power cord from the rear of the printer.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 60 seconds.
  5. Plug the power cord back into the wall outlet.
  6. NOTE: HP recommends connecting the printer power cord directly to the wall outlet.
  7. Reconnect the power cord to the rear of the printer.
  8. Turn on the printer, if it does not automatically turn on.
  9. Wait until the printer is idle and silent before you proceed.

You may also try connecting the Printer to a different wall outlet directly.

 

Also, let's try a firmware update: https://support.hp.com/in-en/document/c02919168

 

Let me know if this helps.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

 

Thanks!

Have a great day!

 

 

 

 


I am an HP Employee

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nkdohle
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Message 3 of 6
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Officejet pro 6978 unable to shut down.

this has not helped.  I unistalled the printer software and reinstalled it.  I continue to get the same messages regarding the printer was not shut down properly.  I am given the error message Ox10100004a.  I have also gotten a message that I have a paper jam but can't find a jam anywere.  I removed the paper container and checked all sources where paper could be jammed.

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nkdohle
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Officejet pro 6978 unable to shut down.

The error message is Ox6100004a, not Ox10100004a.

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HP Support Agent
HP Support Agent
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Message 5 of 6
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Officejet pro 6978 unable to shut down.

Remove the ink cartridges and reset the printer.

  1. Remove the ink cartridges from the printer.

  2. With the printer turned on, disconnect the power cord from the printer.

  3. Unplug the power cord from the power source.

  4. Wait at least 60 seconds.

  5. Reconnect the power cord to a wall outlet and to the printer.

    NOTE: 

    HP recommends plugging the printer directly into a wall outlet.

  6. Turn the printer on.

  7. Reinsert the ink cartridges, and then close the ink cartridge access door.

  8. If you receive a prompt to print a calibration or alignment page, do so.

and perform the steps from here: https://support.hp.com/us-en/product/hp-officejet-pro-6970-all-in-one-printer-series/8289585/model/1...

 

If the issue persists, I recommend you to contact the HP Support Team regarding this as this could be a hardware issue.

 

Link: www.hp.com/contacthp/

 

Note:  Select the country accordingly to get the contact details for support.

 

 

Let me know if this helps.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

 

Thanks!

Have a great day!


I am an HP Employee

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nkdohle
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Message 6 of 6
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Officejet pro 6978 unable to shut down.

Hello Betty.  I unplugged the cord from the printer and from the wall, waited several minutes and plugged the printer in again.  Message telling me problem with printer or print system.  Turn printer off then on. If you continue to get this message contact HP 0x610004a.

 

I can't remove the ink cartridges because they are not moving to the center...staying to the right.

I tried unplugging again and replugging it in, continue to get the improper printer shutdown message.  I then get a message there is a paper jam.  I have checked everywhere and removed the paper carrier...unable to find any paper jam.

Do I need to junk this printer?  

Thanks for all of your help.

Nancy Dohle

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