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‎04-07-2020 04:26 PM - edited ‎04-07-2020 08:43 PM

HP Recommended
Product: HPOfficeJet Pro 6978
Operating System: macOS 10.13 High Sierra

I get the Error: Ox6100004a that there was a paper jam and now printer failure.  It happened immediately following the recommended firmware upgrade. 
I followed all the recommended clearing procedures to no avail .   The print head is stuck on R. side.  What appears to be happening is the component below the print head is stopping in the wrong spot at the wrong time.   With the device unplugged, I can move the gears in L. side of unit to manually move the component supporting/stopping the print head back underneath, thus freeing print head.  
Can this be a result of the firmware?  Can firmware upgrade be uninstalled?? 

There is only a little over 800 pages printed on this unit and the timing of the problem seems odd.
Thanks!

1 person had the same question
1 REPLY 1

‎04-12-2020 01:51 AM

HP Recommended

Hi @vbdino

 

Welcome to the HP Support Community. 

 

Appreciate you trying the steps. This looks like a hardware issue, I'd suggest you Contact HP in your region regarding the service options for your printer.

 

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.  

 

Have a great day! 

 

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!

Asmita
I am an HP Employee

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