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Silverthunder
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Problem with the printer or the print system (Error message)

HP Officejet 6978
Microsoft Windows 10 (64-bit)

When I power on the printer, I get these messages:

1- the printer was not shut down properly

2- paper jam

3- performing printer maintenance

4- there was a problem with the printer or print system (error code 0x6100004a)

I have tried the process of resetting the printer by disconnecting the power cord.  

I am working through these steps:

https://support.hp.com/in-en/product/hp-officejet-pro-6960-all-in-one-printer-series/8289579/model/1...

The ink cartridges in the printer don't seem to move when I open the printer while it's powered on.  The cartridges stay on the right hand side of the printer.  When I power off the printer and try to move them myself, they only move a small amount (about 1/2 inch).  I don't want to break it but I could push it really hard to see if that does the trick.

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HP Support Agent
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Message 2 of 2
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Problem with the printer or the print system (Error message)

@Silverthunder, Welcome to HP Support Community!

 

This looks like a hardware issue.

 

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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