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‎01-26-2021 11:01 AM

HP Recommended
Product: OfficeJet Pro 6978

I am getting two different messages on my printer. The first is a paper jam message despite the fact that there is no jam, and the second is a printer failure message. I have gone through all the steps that HP recommended to no avail. Also when I open the printer the ink cartridges stay stuck to the right so I cannot see if there’s a problem with the cartridges. This printer was working fine yesterday and seems to have blown up today. It’s a good printer and I hate to have to replace it, does anyone have any suggestions or any experience solving this type of problem??

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4 people had the same question
1 REPLY 1

‎02-02-2021 05:38 AM

HP Recommended

@AFV1, Welcome to the HP Support Community!

 

I see that you are not able to print due to these errors. Kindly perform the steps mentioned in these documents to resolve this issue - 'Printer Failure' Error and A 'Paper Jam' Error Displays

 

If the error persists, I'm afraid this is a hardware failure with the printer. Please reach out to the HP Technical Support team in your region regarding the service options for your printer. 

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.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

KUMAR0307
I am an HP Employee

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