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markseger1
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Printer won't power off and repeatedly reports paper jam

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OfficeJet Pro 6978
Microsoft Windows 10 (64-bit)

Wireless printer reported jam. Tried all steps to clean jam except sliding the print carriage which only moves a fraction to the left. Might that be the problem? If I power off, it also hangs. Have tired everything from updating firmware to doing a factory reset. Nothing works. Stuck in cycle of unplugging, plugging in, seeing jam, nothing to clear, won't power off (though sometimes it will).

 

In any event, currently a boat anchor. Do I need to toss it out? It was printing very nicely up to a few days ago.

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markseger1
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Does anyone monitor this board? I've seen zillions of people having the same issue and as a former HP employee am appalled at the lack of responses

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sandytechy20
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@markseger1

 

Welcome to the HP support community.

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

Sandytechy20
I am an HP Employee

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markseger1
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Still waiting to hear back from someone

-mark [retired HP employee]

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markseger1
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still waiting for reply from HP as promised

-mark

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