My printer has failed and I can't figure out why.

[Flash99]

My operating system is Windows 10 (not sure if its 32-bit or 64-bit). I have an HP OfficeJet 6958 that suddenly stopped printing last Sunday morning and displays a numerical error code 0XC9C70000, and all the lights are flashing on both sides of the screen. HP's web site won't tell me what that error code means, but a local computer repair shop has told me it means that the printer is not able to read the ink cartridges somehow and I should try replacing them. But the stinking ink cartridges are "locked" in place at the far right-hand position, and there's no way to get all of them out and replace them. I'd really like to have someone at HP help me and tell me if this thing can be easily fixed somehow or if I'm better off to just throw it in the garbage can, but getting a hold of someone live at HP is next to impossible. I've spent hours now on line trying different things (plugging & unplugging cables, waiting 60 seconds, unplugging the power, etc., etc.), but nothing has worked. Can anyone help me with this?

[Jay_G24]

Hi @Flash99

Welcome to the HP Support Community. I'd be happy to assist you

Due to the current global COVID-19 situation, we're seeing an influx of customers coming in for support. We appreciate your patience.

Try the steps below to resolve the issue-

Step 1: Reset the printer

Reset the printer to recover from printer failures.

1. With the printer turned on, disconnect the power cord from the printer.

2. Unplug the power cord from the power source.

3. Wait 60 seconds.

4. Reconnect the power cord to a wall outlet and to the printer.

   NOTE: 

   HP recommends plugging the printer directly into a wall outlet.

If the error message persists, continue to the next step.

Step 2: Remove the ink cartridges, and reset the printer

Remove the ink cartridges and reset the printer.

1. Remove the ink cartridges from the printer.

2. With the printer turned on, disconnect the power cord from the printer.

3. Unplug the power cord from the power source.

4. Wait at least 60 seconds.

5. Reconnect the power cord to a wall outlet and to the printer.

   NOTE: 

   HP recommends plugging the printer directly into a wall outlet.

6. Turn the printer on.

7. Reinsert the ink cartridges, and then close the ink cartridge access door.

8. If you receive a prompt to print a calibration or alignment page, do so.

Also try the steps in the document -Error Indicates Faulty Printhead

If the issue persists, I'd suggest you Contact HP in your region regarding the service options for your printer

Hope this helps! Keep me posted. 

Please click “Accept as 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!

Have a great day! 

[Flash99]

Jay,

Apparently, you didn't read my initial description of my problem, so I'll try to be a little more explicit.

1)  I have, more than once, tried the exact "procedure" you described of un-plugging the printer, unplugging the power cord, waiting 60 seconds, re-connecting the power cord, etc." IT DOES NOT WORK.

2)  As I said previously, I cannot get all the ink cartridges out of the printer. I have managed to get the 3 smaller color cartridges out (barely), but the "carriage" is locked into position at the far right end of its travel and won't move to the left more than 1/4". The black ink cartridge is underneath part of the printer (a really great piece of design on the part of HP), and, consequently, there is no way to get the cartridge out.

So, do you have any other suggestions for me? 

[Jay_G24]

Try the steps in the document to resolve the issue and remove all the ink cartridges from the printer -Carriage Jam

If the issue persists, It is an hardware issue.

Please  Contact HP in your region regarding the service options for your printer