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Pro 6978 tells me I have a paper jam, there is a no paper jam. what do I do?

Office Jet Pro 6968

Pro 6978 tells me I have a paper jam, there is a no paper jam. what do I do?

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Pro 6978 tells me I have a paper jam, there is a no paper jam. what do I do?

@CopyBoy611, Welcome to HP Support Community!

 

This could be an issue with the printer hardware. Before we conclude on that, let us try to resolve it. Here is what you can do-

 

Reset the printer

  1. Turn the printer on, if it is not already on.
  2. Wait until the printer is idle and silent before you continue.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Unplug the power cord from the wall outlet.
  5. Wait at least 60 seconds.
  6. Plug the power cord back into 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

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. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

 

Also, try the steps from document  A 'Paper Jam' Error Displays. If the issue persists, 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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