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HP Recommended
HP OfficeJet 6962 All-in-One Printer
Microsoft Windows 10 (64-bit)

The following is a duplicate of a post from 12/2019.  I have the same issue and CANNOT find the fix!!  

"My HP OfficeJet 6962 is less than 2 years old.  Prior to a couple of days ago it was printing fine.  Then it stopped printing in color, despite indicating that the cartridges were full.  I changed the cartridges and it turned out that the color cartridges were all empty.  Now this stupid printer "jams" constantly.  After anything this printer does it goes into a "Printer Maintenance" mode.  Print a copy, it goes into "Printer Maintenance."  Clean the print heads once, it runs everything just fine, but if you have to clean the print heads a second time, it goes into "Printer Maintenance" mode.  Every time it goes into this mode the screen shows the message "Printer maintenance in progress.  Do not interrupt."  I can hear rollers turning inside, and hear the print carriage cycling back and forth.  As long as there is no paper in the printer, it finishes "Printer Maintenance" and goes back to normal, and I can print one print job (it then goes into "Printer Maintenance" mode and stops working).  If there is paper in the printer, it asks me to select the paper type.  I select the paper type, and then it goes back into "Printer Maintenance" and "jams" a sheet of paper in the duplex unit.  I then get a message telling me that there is a jam, and that I need to clear the jammed paper.  If I just hit 'OK' it spits out the "jammed" sheet of paper just fine and goes back into "Printer Maintenance."  It will continue this way as long as someone is willing to sit here pressing "OK."  If I open the printer and remove the perfectly good, unjammed sheet of paper, it goes back into "Printer Maintenance" and repeats over and over and over and over and over......


I have been through every accessible inch of this printer and have found nothing that could be causing a paper jam.  I am well beyond frustrated here.  I have tried every "fix" out there that I could find."  


The post showed other people with the same problem.  The post was responded to by HPSupport, but not resolved.



HP Recommended


Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, 

I appreciate your efforts to try and resolve the issue. Let's clear obstructions from the carriage area inside the printer.

  1. With the printer on, disconnect the power cord from the rear of the printer.

  2. Open the door to access the carriage inside of the printer.

  3. Look in the carriage path for debris such as crumpled paper or dislodged labels, and then remove any that you find.

    Obstruction inside the printer

  4. Use your hand to move the carriage to each side, making sure it moves freely. If the carriage is stalled or docked to one side of the printer and you cannot move it, continue with these steps.

    Moving the carriage from side to side

  5. Close the carriage access door.

  6. Reconnect the power cord to the rear of the printer, and then turn the printer on.

If the error persists, continue to the next step.

Reset the printer to recover from printer failures.

  1. With the printer turned on, disconnect the power cord from the printer.

  2. Unplug the power cord from the power source.

  3. Wait 60 seconds.

  4. Reconnect the power cord to a wall outlet and to the printer.

    NOTE: HP recommends plugging the printer directly into a wall outlet.

If the error persists, 

I'm sending out a private message to assist you with the next course of action. Please check your 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: https://h30434.www3.hp.com/t5/notes/privatenotespage


And, also refer to the article: A 'Paper Jam' Error Displays By the end of the article you will be able to isolate the issue.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as 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 am an HP Employee

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