Printer screen saying,. "paper jam", but there is no paper jammed

[lkv1]

Printer states, "paper jam", but there is no paper jammed and I have disconnected, turned off,  etc, to no avail.

[Irfan_06]

Hi @lkv1,

Welcome to the HP Support Community.

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

I see that you are facing an issue with paper jam error on your printer.

To understand the issue and help you, please share the details listed below:

- Exact model number/product number(SKU number) of your HP Product (Click herefor information on how to find the model number/product number).

- May I know which application are you using to print?

- When was the last time your printer was working fine?

- Were there any changes made to your printer recently?

- May I know which devices are you using to print eg: Windows PC, Mac, or Smartphone (Android or iPhone)?

Note: Do not share any of your personal information such as serial, phone number, email ID, etc.

Take care and have a great day ahead!

Irwin6

HP Support

[lkv1]

Office Jet Pro 6978.  It is connected directly to my computer.  It worked great until about 10 days ago..   No changes have been made recently.  And, I believe I am using Windows PC.  I had out IT guy play around with it, but he is not a printer specialist, but his thoughts were the paper jam detector is probably the problem.

[Irfan_06]

Hi @lkv1,

Thank you for sharing the above information.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) Refer to the steps on this video link to further troubleshoot.

D) If the issue still persists, refer to the steps on this link to restore factory defaults and let me know if that resolves the issue.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support