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‎11-21-2023 12:19 AM

HP Recommended

I am trying to replace my printer ink cartridges in my HP OfficeJet Pro 6978 printer.  However, I have not been able to remove the old ink cartridges.  I checked a YouTube video about how to to it (https://www.youtube.com/watch?v=avF50h63VQY), but the ink cartridges don't budge when I follow this procedure. 

Category:
3 REPLIES 3

‎11-23-2023 08:03 AM

HP Recommended

HI @Scott263,

 

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

 

I see that you are facing an issue with your Printer.

A) Please follow the steps below to perform a power drain on the printer.

 

1) Unplug the power cord from the printer & wall.

2) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

3) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

 

B) Kindly refer to the steps on this link to troubleshoot and let me know if that resolves the issue.

 

Please click “Accepted 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!

 

I hope this helps.

Take care and have a great day ahead!

 

Irwin6

HP Support

Irfan_06-Moderator
I am an HP Employee

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‎11-24-2023 12:48 AM

HP Recommended

I still can't physically remove the print cartridges from my printer (in order to replace them with new print cartridges).   Also, why did you provide a link to the troubleshooting scan features?  That's not relevant to my question.

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‎11-26-2023 05:11 PM

HP Recommended

Hi @Scott263,

 

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

 

I see that there is an issue with the printer hardware and may need replacement.

The support here is limited and this issue might require one-on-one interaction to fix it.

 

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

 

Take care and have a great day ahead!

 

Irwin6

HP Support

Irfan_06-Moderator
I am an HP Employee

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