Error message 0x6100004a on 6978

[tallguyNJ]

During boot up, I'm getting a clear stuck paper message, but it's completely clear.  Then it comes up with a  0x6100004a error. I have no paper in the unit at this time.   I have unplugged the unit for more than 5 minutes, with the same results.  I can't remove and clean the ink as the cartridge won't move to the center when I open the lid.

What are the next steps?

[VikramTheGreat]

Hi @tallguyNJ,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I understand you're dealing with a frustrating issue with your HP OfficeJet Pro 6978 printer. The error code 0x6100004a usually indicates a hardware problem or a communication issue between the printer and the computer. 

Here are some steps you can try to resolve the issue:

• Restart the Printer: Sometimes, a simple restart can clear out temporary glitches. Turn off the printer, unplug it from the power source, wait for a few minutes, then plug it back in and turn it on again.
• Check for Paper Jams: Even if you've already checked, go through the paper path again to ensure there are no small shreds of paper stuck anywhere. Even the tiniest piece of paper can cause errors.
• Reset the Printer: You can try resetting the printer to its default settings. To do this, find the reset button on your printer (usually a small hole that you can press with a paperclip) and press and hold it for about 10 seconds. Refer to your printer's manual for specific instructions on how to perform a reset.
• Update Printer Firmware: Sometimes, updating the printer's firmware can resolve various issues. Visit the HP website, locate the support section for your printer model, and download the latest firmware update. Follow the instructions provided to install the update. Update the firmware on an HP printer
• Check Ink Cartridges: Ensure that the ink cartridges are properly installed and are not empty. If you suspect that a particular cartridge might be causing the issue, try removing it and restarting the printer to see if the error persists without that cartridge.
• Check for Software Issues: If you're trying to print from a computer, ensure that the printer drivers are up to date. You can also try uninstalling and reinstalling the printer drivers to rule out any software-related issues.

Refer to this document: HP OfficeJet Pro 6978 All-in-One Printer User manual

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support

[tallguyNJ]

Thank you, but this is generic stuff and I did most of this per my original post.

1) Restart the Printer - I did this several times including doing a semi-reset from the service menu.

2) Check for Paper Jams:  - Thoroughly checked there is no paper or pieces anywhere.

3) Reset the Printer - As mentioned above, I did a semi-rest via the service menu.

4) Update Printer Firmware - Lastest level

5) Check Ink Cartridges - Showing as low, but I can't take them out as I mentioned because the carriage won't move to the center to allow me to remove them

6) Check for Software Issues - Not software as I can't even get the printer to clear the message on the machine itself.

At this point, I did the semi reset and I can't even get in the menu.  It say I have a printer failure with the code in the title and wont' let me do anything but turn it on and off.

[VikramTheGreat]

Hi @tallguyNJ,

Welcome to the HP support community.

Thank you for letting me know. Could you please help me with the printer details to help you better?

Please help us with the Printer serial number or the product number in a private message for further assistance.
 

Here is the link to find the product number: - Click here

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.
 

VikramTheGreat

HP Support

[tallguyNJ]

SN# sent via PM

[tallguyNJ]

it's been several days with no response. Anything?