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HP Recommended
HP OfficeJet 6978

HPOfficeJet 6978 

the printer was turned off incorrectly -not so

check tray is properly installed - tray has never

been removed 

could not find. Jam and havre had one

1 REPLY 1
HP Recommended

Hi @Helpme1949,

 

Welcome to HP Support Community.  


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

 

If your HP OfficeJet 6978 printer is showing an error message indicating that the tray is not properly installed or there may be a paper jam, even though you haven't removed the tray, you can try the following steps to resolve the issue.

 

  • Turn off the Printer: Start by turning off the printer using the power button. Make sure it's completely powered down.
  • Check for Jammed Paper: Carefully open all the access doors and covers of the printer, including the front cover, rear access door, and the paper tray. Look for any jammed paper inside the printer. If you find any paper stuck, gently remove it. Be cautious not to tear the paper while doing this.
  • Reset the Printer: After checking for and removing any jammed paper, reset the printer. To do this, disconnect the power cord from the back of the printer, wait for about 30 seconds, and then plug it back in.
  • Reload Paper: Ensure that the paper tray is properly loaded with the correct type and size of paper. Make sure the paper guides are adjusted to the correct paper size.
  • Check for Sensor Issues: Inspect the sensors in the paper tray area for any obstructions or damage. Clean the sensors with a soft, lint-free cloth if necessary.
  • Update Firmware: Sometimes, updating the printer's firmware can resolve various issues. Visit the HP support website and download the latest firmware for your printer model. Follow the instructions provided to update the firmware.
  • Perform a Hard Reset: If the issue persists, you can perform a hard reset on the printer. To do this, turn off the printer, disconnect the power cord, and hold the power button down for 15-20 seconds. Then, reconnect the power cord and turn the printer back on.
  • Factory Reset (if necessary): As a last resort, you can perform a factory reset on the printer to restore it to its default settings. Be aware that this will erase any customized settings. Refer to your printer's manual or HP's support website for instructions on how to perform a factory reset.

 

If you've tried all of these steps and the issue still persists, it's possible that there may be a hardware problem with the printer's paper tray or sensors.

 

I hope this helps. 
 

Take care and have a good day.

 

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!

 

Alden4
HP Support
 

Raj_05
HP Support Community Moderator
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