Paper Jam and Improper Shutdown Error on HP OfficeJet Pro 6978

[JeffofDC]

I get an Improper Shutdown message and a Paper Jam message (Error 0x6100004a).  This seems to have started after a recent software update.  Tried turning on and off, reset, and other recommendations I could find.  Nothing so far has fixed the problem.

[Kuroi_Kenshi]

Hi @JeffofDC,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding your printer!

We're thrilled to have the opportunity to assist you and provide a solution.

These error messages on the printer's can be troublesome. try these steps:

Reset the Printer

• Turn off the printer and unplug it from power.
• Wait for 2–3 minutes to clear any error states.
• Plug it back in and turn it on.
• Try printing again.

Check for Hidden Paper or Debris

• Open all printer access doors, including the input tray, output tray, and rear door.
• Use a flashlight to look deep inside for tiny paper bits or dust.
• If you find anything, remove it gently using tweezers.

Clean the Paper Sensor

Sometimes, dust on the paper jam sensor can trigger false errors.

• Turn off the printer.
• Find the small sensor near the rollers (it looks like a small black switch).
• Gently wipe it with a cotton swab dipped in isopropyl alcohol.
• Let it dry for a few minutes, then turn the printer back on.

Reload Paper Correctly

• Use fresh, high-quality A4 paper.
• Fan the paper stack to prevent sticking.
• Do not overload the tray (keep it half-full).
• Adjust the paper guides so they're snug but not too tight.

Update Firmware & Reset Printer Settings

• Go to HP Support → HP Software & Drivers
• Download and install the latest firmware update.
• If the error persists, do a Factory Reset:
  • Open Settings → Printer Maintenance → Restore Factory Defaults.

Let me know how it goes. 💙✨

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?"—your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[JeffofDC]

Hi Kuroi_Kenshi - I followed your suggestions to Reset the Printer, Check for Hidden Paper, Clean the Paper Sensor, Reload Paper Correctly, and Update Firmware.  I got this error message when installing the software:

Finally, I did a Factory Reset. Got an error "The printer was unable to detect or read the alignment page."

Unfortunately, the problem persists.  When I turn on the printer, I still get the "Improper Shutdown" message, then the "Paper Jam" error, and finally the "Printer Failure" error.  The ink cartridge gets stuck to the right side of the bar, and I have to manually turn the gear which raises the cartridge enough to manually slide the cartridge.

[Kuroi_Kenshi]

Hi @JeffofDC,

It looks like the HP OfficeJet Pro 6978 is experiencing multiple hardware-related errors, and since you’ve already performed most of the troubleshooting steps, let’s try some more steps:

Manually Reset the Printer (Hard Reset)

Turn off the printer and disconnect all cables, including power.

Press and hold the power button for 30 seconds to drain residual power.

Plug the power cord directly into a wall socket (avoid surge protectors).

Turn on the printer and check if the error persists.

Check for Carriage Obstruction & Reset Carriage Manually

Since your ink cartridge is getting stuck on the right side:

Turn off the printer and open the cartridge access door.

Move the ink carriage manually to the center if possible. If stuck:

Gently rotate the gear (right side of the printer) to raise the ink carriage.

Remove any paper bits, dust, or obstructions inside the carriage path.

Firmly reinsert the cartridges, close the access door, and turn on the printer.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[JeffofDC]

Hi Kuroi_Kenshi - I followed your suggestions to manually reset the printer and check for cartridge obstructions.  I'm still getting the same messages and errors: "Improper Shutdown" message, then the "Paper Jam" error, and finally the "Printer Failure" error.  In addition, I am now getting a "Scanner Failure" error after the improper shutdown message and the printer will not shut-down.  Help!!

[Kuroi_Kenshi]

Hi @JeffofDC,

Thank you for trying out all the steps.

Since you've already performed extensive troubleshooting, including resetting the printer, checking for obstructions, and updating the firmware, here are some final steps to try before considering service or replacement:

Check for Encoder Strip Issues

Open the printer’s access door.

Locate the encoder strip (a transparent plastic strip running behind the carriage).

If it's dirty or misaligned, gently clean it with a lint-free cloth dampened with distilled water.

Ensure it’s properly seated.

Check for Scanner Hardware Issues

Since you're also seeing a Scanner Failure:

Unplug the printer and remove the scanner lid.

Check for any loose or disconnected cables inside the scanner area.

Clean the scanner glass and underside of the lid with a microfiber cloth.

If the scanner light doesn't move when turned on, the scanner mechanism may be failing.

Test with a Different Power Source

Plug the printer directly into a wall outlet, avoiding extension cords or surge protectors.

A faulty power source can sometimes cause cascading errors.

If the issue still persists, refer to the steps on this link to restore factory defaults.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,