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12-16-2021 01:43 PM
I have 3 6968's all with the same problem. There is no paper jam anywhere. All the rollers are clean. The printer reset described (unplug, wait 60 seconds...) is not a printer reset. It may clear some insignificant cache, but it seems that doesn't clear or reset anything. Seeing hp employee responses saying, "it's likely a hardware issue" but don't mention any hardware that might be at fault, leads me to believe they don't know what they are talking about. I repair and service all brands of printers. This error screams design flaw. hp needs to provide a firmware update to unbrick these printers. How are these models really reset?
12-19-2021 05:16 AM
@BOHOgojo, Welcome to the HP Support Community! I’m here to help.
I understand your concern. As of now, there is no firmware update available for this model printer that could resolve this issue.
By hardware, it could be a sensor inside the printer or an electronic chip, or a mechanical part that has failed.
To perform a semi-full reset, you should be able to bypass the error and access the home screen of the printer. If the printer is stuck at this error, it cannot be reset.
If the printers are under warranty, please reach out to the HP Technical Support team in your region for further assistance/replacement.
You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.
Keep me posted for any other assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
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Have a great day!
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