6978 Document Feeder Jam error won't clear, no jam exists, multiple reset attempts unsuccessful

[Rosenwinkel]

[Gaya1239]

Hi @Rosenwinkel ,

Welcome to The HP Support Community.  

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

I understand the HP OfficeJet Pro 6978 showing a Document Feeder Jam error despite there being no visible jam, here are some troubleshooting steps you can try:

1. Check for Small Paper Debris or Obstructions

Even if there’s no obvious jam, small pieces of paper or dust can sometimes cause a sensor to trigger the error. Carefully inspect the document feeder for any small bits of paper or debris.

• Open the document feeder cover.
• Check the rollers and feed area for any stuck paper pieces.
• Gently clean the rollers with a lint-free cloth lightly dampened with water.

2. Reset the Printer

You may need to perform a hard reset to clear the error if it's related to software or sensor issues.

• Turn off the printer and unplug it from the power source.
• Wait for about 60 seconds before plugging it back in.
• Turn the printer back on and check if the error persists.

3. Check the Document Feeder Sensors

Sometimes the sensors in the document feeder can get dirty or misaligned.

• Look for any visible sensors near the paper path and gently clean them using a soft, dry cloth.

4. Re-align the Document Feeder

If the paper feed mechanism is slightly misaligned, it could cause this error.

• Open the document feeder cover.
• Manually slide the paper trays and feeder mechanism, ensuring they move smoothly without obstruction.

5. Check Paper Type and Size

Ensure you're using the correct paper size and type for the document feeder. Using very thick or curled paper can sometimes trigger a jam error.

• Make sure the paper is not bent or damaged and is properly aligned in the paper tray.

6. Perform a Printer Self-Test

If resetting doesn’t clear the error, try performing a self-test to check the overall functionality of the printer.

• On the printer’s control panel, navigate to Setup > Tools > Printer Maintenance > Self-Test or Print Quality Report.

7. Update Printer Firmware Update the firmware on an HP printer

A firmware issue could be causing the error. Check for available firmware updates for the printer:

• Open HP Smart on your computer and check for any firmware updates for the printer.

Refer to this document: HP OfficeJet Pro 6978 All-in-One Printer User manual

I hope this helps. 

Take care and have a good day.

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[Rosenwinkel]

Thanks so much for the suggestions...I tried the first steps and reset and no luck.  I can't get past the error above to get to the setup, tools, etc.  😞  Maybe this printer is a goner?