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‎05-05-2020 12:17 PM

HP Recommended
Product: HP OfficeJet Pro 6978
Operating System: Microsoft Windows 10 (64-bit)

When trying to print I had a paper jam in my HP OfficeJet Pro 6987. I removed all the paper jammed that I could see. The printer screen displayed the  error message Ox6100004a. I have tried some of the suggestions posted on the forum and on HP How to videos etc., and the suggestions haven't worked. The other problem is the ink cartridges will not move across to the other side when I tried moving them manually. It only moves a short distance.so I don't know if there is some paper underneath them.The store I bought it in was not servicing printers sat this time because of the COVID-19 virus pandemic..

2 people had the same question
1 REPLY 1

‎05-12-2020 11:49 AM

HP Recommended

Hi @J-S2

 

Welcome to the HP Support Community. I'd be happy to assist you

 

Due to the current global COVID-19 situation, we're seeing an influx of customers coming in for support. We appreciate your patience.

 

If you have already performed the steps from the document 'Carriage Jam' or 'E3' 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! Keep me posted. 

 

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!

 

Have a great day!

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