HP 6978 Issue

[minnie0672]

When I'm printing the printer doesn't seem to be grabbing the paper correctly so I end up with the printer starting to print prior to paper being grabbed and then it only starts halfway down the actual document.  I have tried different things but I keep having this issue.

[Sneha_01]

Hi @minnie0672,

Welcome to HP Support Community.

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

I see you need help with the printer. I will surely help you.Please follow all the steps below:

Check the paper, and then reload it

• Check the paper stack for defects such as wrinkled, torn, or bent pieces that might cause a pick-up issue.
• Remove any paper from the paper tray.
• Remove any severely bent, wrinkled, or torn paper found in the stack.
• Check for obstructions inside the paper tray. Make sure nothing blocks the paper from engaging with the rollers.
• Make sure the paper stack is even on all sides.
• Load the stack of paper into the paper tray.

Clean the paper pick rollers please click here for the detailed troubleshooting: https://support.hp.com/us-en/document/ish_1735995-2077292-16

Reset the printer

• Reset the printer to recover from printer errors or failures.
• If your printer has a rechargeable battery, remove it.
• Press the power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the printer.
• Unplug the power cord from the power source.
• Wait 60 seconds.
• Connect the power cord directly to a wall outlet and to the printer.
• Turn on the printer to complete the reset.

Service the printer

I hope this helps.

Take care and have a good day.

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!

Rachel571 

HP Support

[minnie0672]

I did all of these things - I have cleaned every roller on this - it still is doing the same thing.  

[Sneha_01]

Hi @minnie0672 ,

We apologize for the inconvenience, but it seems that the issue needs a hardware repair.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

They can help you with the unit repair or part replacement.

I request you talk to HP Phone Support and they will help you to sort it out as it requires advance support or repair.

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support