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mckate1
Level 3
24 22 0 11
Message 1 of 4
207
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Repeat paper jams, spewing blank paper, cartridge message OfficeJet Pro 69

HP Recommended
OfficePro 6978
macOS 10.14 Mojave

Repeat paper jam messages but the printer keeps spewing out blank paper on my HP OfficePro 6978 (Mac OS).

When I try to print, the paper stops under the paper tray. Rollers seem free to move. The paper tray seems to be seated correctly (it clicks into place on both sides). 

 

I've reset the printer (unplugged while turned on, hold down start button 30 seconds, plug back in). I've cleaned the rollers and made sure the ink cartridge can move freely. There are no firmware updates for my device. 

 

This seemed to start simultaneously with getting this message: "Previously used genuine HP cartridges installed." I replaced with a new cartridge but keep getting the same message over and over. I've cleaned the sensor in the printer and on the cartridge. Now I'm getting the message that all three color cartridges I installed two days ago are low on ink.

 

Losing my mind, please help!

3 REPLIES 3
Jay_G24
HP Support Agent
HP Support Agent
10,030 10,004 706 798
Message 2 of 4
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HP Recommended

Hi @mckate1,

  

If you have already performed the steps from the document Error Indicates Faulty Ink Cartridge and Paper Jam the issue persists, it could be a hardware failure.

Please reach out to the HP Support in your region regarding the service options for your printer.

 

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region from you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it. 

 

Hope this helps!

 

And, Welcome to the HP Support Community. 

 

Please click “Accept as 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

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mckate1
Author
Level 3
24 22 0 11
Message 3 of 4
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HP Recommended

Sorry, I'm not seeing the little blue envelope next to my name. I'm in Michigan. I can get the printer to work fine for a day or two, and then it will start "jamming" again even though there seems to be no cause for the jam. As near as I can tell the hangup happens just beyond the paper tray (which doesn't slide in particularly smoothly).

 

The printer is constantly doing some kind of maintenance--when I turn it on it runs (or tries to run) a piece of paper through. It's really annoying, leads to jams, and I'd love to make it stop.

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mckate1
Author
Level 3
24 22 0 11
Message 4 of 4
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I've just learned that the printer cartridges (HP 902) for this printer have been recalled because they were...wait for it...DAMAGING PRINTERS. Is that true? 

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