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Printer displays Carriage Jam error ONLY when attempting to make a copy.

HP Recommended
HP Officejet 6958
macOS 10.15 Catalina

Hello!  Whenever I attempt to make a copy from my printer, it prints about 25-30% of the page and then stops the print and displays a Carriage Jam error message, even though when I open it up, there is no apparent carriage jam whatsoever.

However, when I send anything to the printer (from my computer or phone), it prints FINE with no carriage jam error! It ONLY happens when I'm trying to make a copy.  

I've tried unplugging it and plugging it back in, which doesn't help. I've printed a Printer Status Report, which prints totally fine.

I'm not sure what to do! I really need to be able to make copies from my printer when necessary!

Thanks for any suggestions you may have!


HP Support Agent
HP Support Agent
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HP Recommended

@cgoll, Welcome to HP Support Community!


I see that you have issues with copying, let us try to isolate and resolve the issue-


Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware


If the issue persists, the only option left is to perform a full reset and re-initialize the printer. 


The reset instructions are specific for your printer and performing those steps on a different printer may brick the device. 

I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer. 


In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link.


Hope this helps!


Please click “Accepted 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!

I am an HP Employee

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