My HP OfficeJet Pro 6978 printer keeps stating there is a paper jam or it is out of paper

[IndyTheCat]

Hello, My HP OfficeJet Pro 6978 printer continually states there is a paper jam or it is out of paper when it is not. Almost any time i use the printer after it has gone to sleep it has the same issue. Here is what happens when you send a print job:

It states it is out of paper, I click ok. It says it again, I click ok. It prints half a page and says it is jammed. I click ok. After this process I can reprint the job and it normally works fine. Some times on the second attempt it says there is a printer error and I have to turn the unit off and back on. 

I've cycled power using the on/off but and by unplugged and plugged many times, I've also verified the firmware is up to date. 

Any help would be greatly appreciated. The printer is only 3 years old. It should not be having these issues yet. 

[Sneha_01]

Hi @IndyTheCat 

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 issue with your HP OfficeJet Pro 6978 printer. The fact that the printer reports paper jams or being out of paper, even when the paper path is clear, could be caused by a few different things—hardware issues, software glitches, or sensor problems. Let’s go through some troubleshooting steps that should help resolve or pinpoint the cause of the problem:

1. Check for Actual Paper Jams and Debris

• Even though you may not see a jam, small bits of paper or debris can trigger the jam sensor. Check the paper path carefully. Open all accessible panels, including the front paper tray, back access door, and any other covers, to make sure there’s no tiny scrap of paper or dust.
• Also check the rollers in the paper feed area. If they’re dirty or sticky, it could cause feeding issues that lead to false jam errors.

2. Inspect the Paper Rollers

• Paper feed rollers can get dirty or worn out over time. Clean the rollers gently with a lint-free cloth dampened with water. If the rollers are very worn or slipping, they might need to be replaced.
• If your printer uses separate rollers for the paper tray and the output tray, check both areas to ensure they are clean and not damaged.

3. Reset the Printer’s Internal Sensors

• Sometimes, the paper sensor inside the printer can get "stuck" or send false signals. You can try to reset the printer’s sensors:
  • Power off the printer, then unplug it from the electrical outlet.
  • Wait about 2-3 minutes to ensure any residual power is discharged.
  • Plug the printer back in, and power it on again.

This might help clear any internal sensor issues.

4. Check Paper Type and Size Settings

• Ensure you’re using paper that meets the printer's specifications. If the paper is too thick or too lightweight, it might cause issues.
• Check that the paper size settings on the printer and the computer match the paper you’re using in the tray.
• Make sure the paper in the tray is aligned properly and that the tray is not overfilled. A too-large or improperly loaded stack can sometimes cause the paper to get stuck or misfeed.

5. Update or Reinstall Printer Drivers

• If your printer is having intermittent issues, the problem could be with the printer driver or firmware. While you mentioned the firmware is up to date, it's worth checking if there are any updates for the printer driver itself.
  • You can download the latest drivers from HP's official website based on your printer model and operating system.
• Reinstalling the driver can also help resolve software conflicts that may cause error messages or misfeeds.

6. Perform a Printer Reset

• Sometimes, performing a reset to factory settings can resolve persistent error messages:
  • On the printer's control panel, go to Settings > Printer Maintenance > Restore Defaults.
  • This will clear any custom settings and reset the printer to its factory configuration, which could resolve any internal conflicts.

7. Try Printing from Different Sources

• Sometimes, issues with a specific print job can cause the printer to behave incorrectly. Test printing from different software programs or sources to rule out software-specific issues.
• If you’re using a wireless connection, try printing over a USB cable to see if the issue persists. Sometimes network or wireless connection issues can trigger printing errors.

8. Check the Printer's Status and Error Logs

• Look for any error codes or logs on the printer’s display. Some HP printers will display specific codes or error messages that might give more insight into the issue.
• You can also access more detailed information via the HP Smart app or the printer’s web interface (if it’s connected to a network) to check for logs or diagnostic information.

9. Test the Printer with a Paper Feed Test

• Some HP printers allow you to run a paper feed diagnostic test to check for any mechanical or sensor issues. This can often identify faulty sensors or rollers. Refer to your printer’s manual for specific instructions on how to run this test.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support