Looking for help with this printer jam message. 6978 - no paper jam exists

[CLB203]

I purchased the HP Officejet Pro 6978 from a charity.  It was still in the unopened box.  While trying to set it up, I keep getting an error message for printer jam.  There are no jams.  I have performed the reboot sequence of unplugging from back of printer and the wall outlet at least a dozen times.  Nothing has worked.  Please help.  I know this is a discontinued model, but since it was never out of the box, it should function.

[A_Gayathri]

Hi @CLB203,

Welcome to The HP Support Community.  

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

Let's try some additional steps to resolve the paper jam error on your HP OfficeJet Pro 6978. Since the printer was new and in an unopened box, there could be some initial setup issues or potential shipping locks that need to be addressed.

Steps to Resolve the Paper Jam Error:

Check for any shipping materials:

• Open all printer doors and remove any protective tape, packaging materials, or cardboard pieces that might still be inside the printer.

Inspect the paper path:

• Open the front cover and the rear access door to check for any bits of paper or obstructions in the paper path.
• Use a flashlight to thoroughly inspect the paper feed area and the paper tray.

Check the paper tray:

• Ensure the paper is loaded correctly in the paper tray.
• Verify that the paper size and type settings match the paper loaded in the tray.

Clean the paper rollers:

• Turn off the printer and unplug it from the power source.
• Open the rear access door.
• Use a lint-free cloth slightly dampened with distilled water to gently clean the paper rollers. Rotate the rollers to clean the entire surface.
• Allow the rollers to dry completely before closing the rear access door.

Reset the printer:

• With the printer turned on, unplug the power cord from the back of the printer.
• Unplug the power cord from the wall outlet.
• Wait for at least 60 seconds.
• Plug the power cord back into the wall outlet.
• Plug the power cord back into the printer.
• Turn on the printer.

Check for firmware updates: Update the firmware on an HP printer

• Make sure your printer firmware is up-to-date. Sometimes firmware updates can resolve hardware issues.
• Go to the HP support website, enter your printer model, and download the latest firmware if available.

Run the HP Print and Scan Doctor: HP Print and Scan Doctor

• Download and run the HP Print and Scan Doctor.
• Follow the on-screen instructions to diagnose and fix any issues with your printer.

Perform a partial reset:

• Unplug the printer while it is turned on.
• Hold down the power button for 15 seconds.
• Plug the printer back in and turn it on.

Check the carriage path:

• Open the ink cartridge access door.
• Check for any obstructions in the carriage path.
• Manually move the carriage to ensure it can move freely across 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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