Printer carriage jam

[Shanek74]

My printer is saying that my carriage is unable to move due to a jam or ink cartridges. I have removed the cartridges and there is no paper jam. I have reset the printer but it is still saying the same thing.

any help on this issue?

[Raj_05]

Hi @Shanek74,

Welcome to HP Support Community.  

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

When your HP OfficeJet Pro 6978 printer displays an error message stating that the carriage is unable to move due to a jam or ink cartridges, it can be frustrating, but there are several troubleshooting steps you can follow to resolve the issue.

• Check for Obstructions: Ensure there are no foreign objects or debris obstructing the carriage's path. Carefully inspect the inside of the printer, especially near the carriage area, for any obstructions. If you find any, gently remove them.
• Manually Move the Carriage: Turn off the printer and disconnect it from the power source. Manually move the carriage by gently sliding it from one side to the other. This can help dislodge any obstructions or stuck components.
• Check for Paper Jams: Even if you don't see any visible paper jams, there could be small bits of paper stuck in the printer's rollers or sensors. Use a flashlight to carefully inspect the paper path and remove any tiny shreds of paper you find.
• Inspect Ink Cartridges: Make sure the ink cartridges are correctly installed in their respective slots. Remove them and reseat them to ensure they are properly connected. Check for any protective tape or seals that might be blocking the cartridge contacts or ink nozzles and remove them if necessary.
• Reset the Printer: Perform a full reset of your printer by unplugging it from the power source, waiting for about 30 seconds, and then plugging it back in. This can often clear temporary issues.
• Update Firmware: Sometimes, updating the printer's firmware can resolve various issues. Visit the HP website and download the latest firmware for your printer model, then follow the instructions to update it.
• Clean the Carriage Rail: The carriage moves along a rail inside the printer. It's a good idea to clean this rail gently using a lint-free cloth or a soft, clean, and dry brush.
• Perform a Hard Reset: If none of the above steps work, try a hard reset. Turn off the printer, unplug it from the power source, and hold the power button down for 30 seconds. Then, plug it back in and turn it on.

I hope this helps. 
 

Take care and have a good day.

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Alden4
HP Support 

[Shanek74]

Hi,

i have done all the above steps with no resolve. The message still displays, but the carriage is able to move when I turn on the printer. There is nothing obstructing the carriage. No paper jam, I have cleaned the carriage. Hard reset didn’t work, printer is up to date on firmware. This is also a relatively new printer.

what can I do

[Raj_05]

Hi @Shanek74,

Thank you for your response, 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support