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Hareut
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Message 1 of 2
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HP Recommended

Printer

HP Office Jet Pro 6978
Microsoft Windows 10 (64-bit)

printer not printing
Message says printer was not turned off properly. Also remove Paper jam and check that paper feeder properly inserted. Message TH66s32345

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HP Support Agent
HP Support Agent
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Message 2 of 2
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Printer

@Hareut Welcome to HP Community!

 

I understand that you are getting Message says printer was not turned off properly. Also, remove Paper jam and check that paper feeder properly inserted.

 

Do not worry. I will try to fix the issue.

 

Perform a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

 

Remove all the ink cartridges and then try to perform a hard reset on the printer.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

Now insert the ink cartridges and then try to print a test page and check if it works.

 

If the issue persists, I would suggest here is to follow the steps suggested in the support document for - HP OfficeJet Pro 6900 Printers - A 'Paper Jam' Error Displays

 

If you have followed the steps suggested and still having the issue, I would suggest this could be a possible hardware failure. I would recommend you contact our HP phone support for further assistance. 

 

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

 

Keep us posted,

If you would like to thank us for our efforts to help you, 


Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 


Have a great day!

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