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‎03-28-2018 12:30 AM

HP Recommended
Product: Officejet Pro 6978

Officejet Pro 6978 printer cartridge won't move, error message 0x6100004a.  Followed all instructions and nothing is working. 

56 people had the same question
9 REPLIES 9

‎03-28-2018 12:39 AM

HP Recommended

Dear Customer,

 

You may want to follow the instructions provided in the link below, hope this will help to solve your problem:

https://support.hp.com/us-en/document/c01458034

 

You can also look for this video, hope this will help:

https://support.hp.com/us-en/product/HP-Officejet-Pro-6830-e-All-in-One-Printer-series/5390307/model...

Click on the "Thumbs up" button on the left to say "Thanks"

Please mark the post that solves your problem as "Accepted Solution"
(Although I am employed by HP, I am speaking for myself and not for HP)
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‎03-28-2018 12:40 AM

HP Recommended

Hi,

 

Please follow this doc for carriage Jam

 

https://support.hp.com/us-en/product/hp-officejet-pro-6970-all-in-one-printer-series/8289585/model/1...

 

Hope this helps.

Although I am an HP employee, I am speaking for myself and not for HP.
Give Kudos to say "thanks" by clicking on the "thumps Up icon" .
Make it easier for other people to find solutions, by marking my answer with "Accept as Solution" if it solves your issue.
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‎03-28-2018 12:50 AM

HP Recommended

I did see those instructions.  They have not worked to fix the problem.

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‎03-28-2018 12:52 AM

HP Recommended

If the document didnt work then please contact HP support as this could be a hardware issue.

Although I am an HP employee, I am speaking for myself and not for HP.
Give Kudos to say "thanks" by clicking on the "thumps Up icon" .
Make it easier for other people to find solutions, by marking my answer with "Accept as Solution" if it solves your issue.
Was this reply helpful? Yes No

‎03-28-2018 12:53 AM

HP Recommended

Thank you.  Unfortunmately, these instructions did not fix the problem.

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‎03-28-2018 12:57 AM

HP Recommended

I'm Sorry anout the issue not getting resolved....This is a hardware issue and we do have some steps which the customer can perform to resolve it but if the steps dont work then it has to be replaced.

Although I am an HP employee, I am speaking for myself and not for HP.
Give Kudos to say "thanks" by clicking on the "thumps Up icon" .
Make it easier for other people to find solutions, by marking my answer with "Accept as Solution" if it solves your issue.
Was this reply helpful? Yes No

‎03-28-2018 01:23 AM

HP Recommended

The printer has been used for less than 2 months.   It would not refelect well on HP if it needed to be replaced after being used for such a short period of time. 

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‎03-28-2018 01:31 AM

HP Recommended

Unfortunately in this case the printer has failed and it will have to be replaced...but rest assured you will get a replacement printer which wont have this problem and hopefully work for a long time.

 

Thanks.

Although I am an HP employee, I am speaking for myself and not for HP.
Give Kudos to say "thanks" by clicking on the "thumps Up icon" .
Make it easier for other people to find solutions, by marking my answer with "Accept as Solution" if it solves your issue.
Was this reply helpful? Yes No

‎03-28-2018 04:16 AM

HP Recommended
Hey !

Please look for some steps in the private message and it might fix the issue.

Thanks.
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