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HP Recommended
HP OfficeJet Pro 6978 All-in-One Printer
macOS 11.0 Big Sur

There are a series of problems. First when loading new black ink cartridge, it said incompatible ink cartridge, but the number on it is correct. Then it continually says paper jam and won't print page alignment. The ink carriage is stuck all the way to the right and won't move.

I have tried everything from previous trouble shooting posts, nothing works, there is no paper jammed. 

1 REPLY 1
HP Recommended

@Jax75

 

Welcome to the HP support community.

 

I understand that you are getting paper jam error on the printer.

If you have tried all the steps mentioned in this HP document:- Click here

And if the issue still persists, you might have to perform a semi-full reset on the printer to fix this issue.

The reset instructions are specific for your printer and performing those steps on a different printer may brick the device.  

I am sending you a private message with the steps to reset the printer. Please check the mailbox icon at the top-right corner of this screen.

 

I hope this helps resolve this issue completely.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.