printer sends false paper jam message

[WRS1890]

HP Officejet pro 6978 gives false  paper jam message. 

No jammed paper, and have vacuumed printer interior. 

[Sneha_01]

Hi @WRS1890,

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 giving a false paper jam message despite no visible paper jams and you've cleaned the interior, here are some steps you can take to troubleshoot and resolve the issue:

1. Check Paper Path and Rollers

• Inspect the Paper Path: Open all accessible areas of the printer, including the paper trays, rear access door, and any other panels. Look for any bits of paper or debris that might be causing the sensors to detect a jam.
• Examine Rollers: Check the paper rollers for wear or damage. They should be clean and free of paper debris. Sometimes, worn-out rollers can cause paper feeding issues that might trigger false jams.

2. Reset the Printer

• Power Cycle: Turn off the printer and unplug it from the power source. Wait for about 60 seconds, then plug it back in and turn it on. This can reset the printer's internal sensors and clear temporary errors.

3. Clean the Paper Feed Sensors

• Locate Sensors: The paper feed sensors are usually small, transparent or reflective spots near the paper path. Carefully clean these sensors with a soft, lint-free cloth and a bit of isopropyl alcohol. Be gentle to avoid damaging any components.

4. Check for Firmware Updates

• Update Firmware: Ensure your printer's firmware is up to date. Go to the HP Support website and search for firmware updates for your OfficeJet Pro 6978. Sometimes, firmware updates can fix bugs related to paper handling.

5. Inspect the Printer for Mechanical Issues

• Check Gears and Belts: If you’re comfortable doing so, open the printer’s access panels and inspect the gears and belts for any issues. They should move freely without obstruction.

6. Reconfigure Paper Settings

• Paper Type and Size: Ensure that the paper size and type settings in the printer’s software match the paper you’re using. Incorrect settings might confuse the printer’s sensors.

7. Perform a Printer Self-Test

• Diagnostic Test: Run a diagnostic or self-test print job from the printer's control panel or through the HP software on your computer. This can help determine if the problem is specific to certain print jobs or general to all operations.

8. Remove and Reinsert Paper Trays

• Check Trays: Remove the paper trays and reinstall them to ensure they are seated properly. Sometimes, misalignment can cause the printer to incorrectly detect a jam.

9. Look for Obstructions

• Small Debris: Sometimes, small pieces of paper or debris can be stuck in hard-to-see areas. Use a flashlight to thoroughly check the interior of the printer.

I hope this helps.

Take care and have a good day.

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

Rachel571

HP Support