printer false paper jam

[JaniceLogan]

Printer is displaying print cartridge can not move clear any paper jam and then press okay. Checked the printer several times for paper  jam no paper jam has been located within printer. Ink cartridges do move when tray is opened.

[Raj_05]

Hi @JaniceLogan,

Welcome to HP Support Community.

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

If your HP OfficeJet Pro 6978 is displaying a message about a paper jam even though you can't find any paper jammed inside, there are a few troubleshooting steps you can try.

• Reset the Printer: Sometimes, a simple reset can resolve various issues. Turn off the printer, unplug it from the power source, wait for a couple of minutes, then plug it back in and turn it on again.
• Check for Small Paper Pieces: Even tiny shreds of paper can cause sensors to trigger a paper jam warning. Use a flashlight to thoroughly inspect all areas of the printer, including the paper path and input/output trays.
• Manually Move Cartridges: Since you mentioned the ink cartridges can move when the tray is opened, gently move them back and forth along the carriage to ensure they're not obstructed or stuck. Sometimes, even a slight obstruction can cause issues.
• Clean the Rollers: Paper jams can sometimes occur due to dirty or worn-out rollers. Clean the rollers with a lint-free cloth dampened with water or a mild cleaner. Ensure the rollers are completely dry before reinserting them into the printer.
• Check for Foreign Objects: Occasionally, small objects like paper clips or bits of debris can fall into the printer and cause issues. Carefully inspect the printer's interior for any foreign objects and remove them if found.
• Update Firmware/Drivers: Ensure your printer's firmware and drivers are up-to-date. Sometimes, updating the printer's software can resolve various issues, including false paper jam warnings.

I hope this helps.

Take care and have a good day.

Please click “Accepted 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!

Alden4

HP Support