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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎05-21-2017 03:10 PM

HP Recommended
Product: hp office jet pro 6960
Operating System: Microsoft Windows 8.1 (32-bit)

I have an HP officejet pro 6960 and it keeps saying I have a paper jam.  I have looked every where and wiped everything down and it will still not print.  I even used the HP scan doctor and it could not fix it.  I unistalled and reinstalled the software as well and nothing.

3 REPLIES 3

‎05-22-2017 02:00 PM

HP Recommended

Hello, @CV1977 – Hope you are well 🙂
 

Allow me to welcome to HP Support Forums! It is a great platform to get help from the community, get suggestions and find what has worked for others!

 

Going through your post, I see that you are getting paper jam issue with the Officejet printer. To assist you with this issue, I need to know whether the printer can make a "Photocopy" or not.

Place a document face down on the scanner glass and press the copy option on the printer control panel. Let me know if it makes a good copy or not.

 

If the copy fails, then try the steps in this HP video to fix your issue: http://bit.ly/2q42eEh

 

Now, perform a power drain on the printer as suggested below:

 

  • With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
  • Remove USB cable, if present.
  • Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
  • Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
  • Turn on the printer and wait till warm-up period finishes and the printer is idle.

 

That should do the trick, let me know the outcome!

Good luck 🙂


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DVortex
I am not an HP Employee
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‎05-24-2017 10:18 PM

HP Recommended
I tried all the steps and it still did not work. I cleaned it too. Their is no paper in the machine at all. I have not even had this printer long. I need it badly for school right now. I will contact HP. Thank you so much for your help. The video helped a lot, there were sections I did not know that could open so I was able to do that.
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‎05-25-2017 03:48 PM

HP Recommended

@CV1977

 

Thanks for the reply.

Superb job on trying the different steps to isolate the issue.

 

This seems to be a hardware issue

I request you to contact HP Phone support for further assistance on this.

 

Cheers.

Sandytechy20
I am an HP Employee

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