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03-16-2022 09:38 AM - last edited on 03-18-2022 10:49 AM by Ric_ob
My 6978 OfficeJet Printer has stopped working with an error code 0x6100004 message. The printer carriage is stuck to the right. Using HP videos and other support resources, I did an extensive check for a paper jam and found none. The HP Scan Doctor produced a "Printer Failure" message and directed me to check that the paper tray and other components were properly seated and doors were closed (which I did), along with checking for a paper jam. I also confirmed that the firmware, drivers and other software were all up-to-date. I was unable to remove three of the four ink cartridges, because the carriage is stuck so far to the right, but I visually confirmed that none of the cartridges were protruding or otherwise improperly inserted. I was unsuccessful in my attempt to print a stand-alone copy, and (with the power cord disconnected) I was unable to slide the printer carriage to the left. After leaving the power cord disconnected overnight, I reconnected it and observed that the printer carriage was able to traverse the entire length of the track before returning to its position on the right. I reviewed an HP Carriage Jam video without finding any methods of solving my situation. I also uninstalled and re-installed the software for the 6978. None of my ink cartridges are empty (per the HP Smart software indicator), and each slot has a cartridge loaded. The printer is used infrequently and the unit is kept clean.
03-19-2022 11:24 AM
Thank you for posting on HP Support Community.
Don't worry as I'll be glad to help, I appreciate your efforts to try and resolve the issue.
This seems like a hardware issue with the printer. I have a few troubleshooting steps we could try to fix the issue:
Perform a power reset:
- Turn on the printer, if it is not already on.
- Wait until the printer is idle and silent before you continue.
- With the printer turned on, disconnect the power cord from the rear of the printer.
- Wait at least 30 seconds.
- Plug back the power cable straight to a wall outlet and printer without any surge protector.
- Turn on the printer.
Update the printer firmware:
Here are the steps:- Click here
You can refer to this HP document for more assistance:- Click here
Hope this helps! Keep me posted for further assistance.
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