HP OfficeJet 6978 won't shut down

[Cat2024a]

Printer will not shut down, it just keeps buffering indicating that it is shutting down, but never does.  It also says there is a paper jam, but there is none.  I have tried everything I have read in previous posts, nothing has worked.  When I open the top of the printer to remove and replace the cartridges, which are not empty, BTW, they do not move to center so they can be removed, so there's that as well.  Been working with this for about two hours now, I need some real answers, please.  Thank you.

[Raj_05]

Hi @Cat2024a,

Welcome to HP Support Community.

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

It sounds like you're dealing with a frustrating situation. Let's try a few troubleshooting steps to see if we can resolve the issue.

• Power Cycle: Unplug the printer from the power source, wait for about a minute, and then plug it back in. This can sometimes reset the printer and resolve any temporary glitches.
• Reset the Printer: Look for a reset button on your printer. It might be a small pinhole button that requires a paperclip or similar tool to press. Press and hold the reset button for about 10 seconds to perform a reset.
• Check for Paper Jam: Even if you can't see any paper jam, there might be a small piece of paper stuck somewhere. Try looking inside the printer, particularly around the paper path, and use a flashlight if necessary.
• Manually Move Cartridges: If the cartridges aren't moving to the center, gently push them to the center with your hand. Make sure the printer is turned off before doing this to avoid any damage.
• Inspect Cartridge: Sometimes a faulty or misaligned cartridge can cause issues. Remove the cartridges and check for any damage or obstruction. Clean the contacts with a lint-free cloth and reinsert them properly.
• Update Firmware/Drivers: Check if there are any firmware updates available for your printer. Updating the firmware can often fix various issues. Also, ensure you have the latest printer drivers installed on your computer.

I hope one of these steps helps resolve the issue with your HP OfficeJet 6978.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support