error Ox6100004a, printer says paper jam, no paper jam

[Jhanson63]

I continue to get the same messages regarding the printer was not shut down properly.  I am given the error message Ox61100004a.  I have also gotten a message that I have a paper jam but can't find a jam anywhere.  I removed the paper container and checked all sources where paper could be jammed.

[Jhanson63]

This is a OfficeJet Pro 6978

[Irfan_06]

Hi @Jhanson63,

Welcome to the HP Support Community.

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

I see that you are facing an issue with your printer that has an error code and a paper jam.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, refer to the steps on this video link to further troubleshoot.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support