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HP Recommended
Microsoft Windows 10 (32-bit)

brand new Office Jet Pro 6978 , just took it out of the box and followed all directions for set up. Keeps saying there is a paper jam even though I have never even printed anything or  ran a piece a paper thru it. I have followed ALL of the trouble shooting videos on their website and find that the ink carriage will not advance or move at all. I have no idea why. I cannot see or feel anything blocking its path.  Where do I go from here? 

1 REPLY 1
HP Recommended

Hi @akgtex,

 

Welcome to the HP Support Community. 

 

As you have already tried all the troubleshooting steps, this could be a hardware issue with the unit and may need repair. 

 

I have sent you a private message with this information. 

 

In order to access your private messages, click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link 

Rainbow23 - HP Support.
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