Paper Jam Message

[Recpt1]

I have an HP Officejet 6978. I keep getting a paper jam message and an improperly shut down message on my printer. I have cleared any jams and have shut off and turned on the computer several times, including unplugging everything and then reattaching. I cannot get the message to go away. I saw that several people have posted the same problem, but I couldn't see any of the responses , as they all seem to be private message responses. Any help would be appreciated. Thanks!

[Sneha_01]

Hi @Recpt1 

Welcome to HP Support Community.

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

It sounds like you're experiencing a persistent paper jam message and improperly shut down message on your HP OfficeJet 6978, despite clearing the paper path and restarting the printer. This issue can be quite frustrating, but there are a few troubleshooting steps that can help resolve it.

Troubleshooting Steps for Paper Jam and Improper Shutdown Messages

1. Check for Hidden Paper Jams

Even though you've already cleared any visible paper jams, sometimes small bits of paper or other debris can get stuck in areas that are harder to see. Here's how to do a thorough inspection:

Power off the printer and unplug it from the electrical outlet.

Open all compartments: Check the paper input tray, the output tray, and the rear access panel for any jammed paper.

Check inside the printer: Look inside the printer, especially around the rollers and printhead area. Use a flashlight if needed to see small debris.

Gently pull out any stuck paper. Be careful not to tear the paper inside the printer. If it’s stuck, try to pull it out in the direction the paper would normally move.

• For rear jams, open the rear access door (this is usually a small panel at the back of the printer).
• For front jams, check the paper path from the input tray to the output tray.

After clearing any debris or paper, close all compartments securely.

2. Perform a Reset

Sometimes, a reset can help clear persistent error messages that are not going away. Here's how to do a hard reset:

• Turn off the printer using the power button.
• Unplug the printer from the wall and disconnect any USB cables or network connections.
• Wait for about 1-2 minutes to allow any residual power to drain.
• Plug the printer back in and turn it on.
• Test for any paper jams or error messages.

3. Check the Paper Settings

Incorrect paper settings or paper type can sometimes cause the printer to detect a jam or other error. Verify the following:

• Ensure the paper is loaded correctly in the input tray.
• Use standard, non-glossy paper to avoid issues with paper type.
• Make sure the paper is aligned properly in the tray and that the paper guide is set correctly.

If you're using thicker paper, like card stock, it might be too thick for your printer’s normal paper path. Try switching to regular 8.5" x 11" paper to rule out any paper compatibility issues.

4. Check the Printer’s Rollers

The feed rollers can sometimes get dirty or worn out, causing paper feed issues or errors. You can clean the rollers manually:

• Power off the printer and unplug it.
• Open the paper tray and access the rollers inside the printer. You might need to gently rotate the rollers by hand.
• Use a soft, lint-free cloth lightly dampened with water to wipe down the rollers. Be sure the cloth is not too wet to avoid damaging any components.

5. Check for Firmware/Software Issues

Sometimes, a software or firmware issue can cause the printer to display error messages. Here's how to update the firmware:

• Connect the printer to your Wi-Fi or use the USB cable to connect it to your computer.
• Download and install the latest firmware for your HP OfficeJet 6978 from the HP support website.
• You can also use the HP Smart app or HP Printer Assistant to check for software/firmware updates.

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

[Sneha_01]

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