Error won't clear even after cleaning the paper jam

[apcommando]

I had two pages stuck in the printer.  After clearing it out, it still says there is a paper jam. Then a second error message says, "There is a problem with the printer or print system. Error code 0x6100004a."  I've turned printer off and on several times with the button as well as unplugging it as advised, my ink cartridges appear to be clean.  When I ask it to clean the print head in the system menu the same error code comes up.  Also, interestingly, when I open the lid to look at the print cartridges the carriage won't move over to the center.

[Raj1788]

@apcommando

Welcome to the HP Support Community

To provide you with an accurate solution, I'll need a few more details:

Is the carriage moving freely?

If the carriage is not moving, try to move the carriage manually.

I suggest you do a Hard Reset

(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.

NOTE: HP recommends connecting the printer power cord directly to 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.

The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.

Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

Then, click on this link and follow the troubleshooting steps in this link: https://support.hp.com/us-en/product/hp-officejet-pro-6970-all-in-one-printer-series/8289585/model/1...

Keep me posted, how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

[apcommando]

Thanks for your assistance. Actually I just noticed that the carriage is not moving freely.  I've tried to move it manually but it will only move about 1/2 an inch or so and remains to the right side of the printer.  I pulled pretty hard but I'm afraid I'm going to snap something off.

[Raj1788]

@apcommando

This is a hardware issue with the printer, I would personally suggest you contact our HP phone support for one on one interaction. 

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp

Step 2. Sign in / sign in as a guest

Step 3. Enter the product number or select to auto detect

Step 4. Scroll down to "Still need help? Complete the form to select your contact options"

Step 5. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

Keep me posted on further assistance. Hope that helps! 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day ahead!